Talkdesk

DECEMBER 1, 2020

Based on this experience, we have developed the Talkdesk CX Maturity Model™ to help brands understand their current maturity, set a vision for their ideal future state and create a roadmap to get there. With a CX transformation strategy in place, organizations can move up the maturity scale at their own pace to become more customer-centric.

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. White papers.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

GetFeedback

FEBRUARY 15, 2019

The customer lifecycle has been written about plenty, but when it comes to NPS segments, we suggest focusing on these 5 key groups. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. This interaction helps the company dig deeper into the customer’s situation.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

West Monroe

APRIL 18, 2017

Failure to truly consider their customers and their needs. Failure to listen to customers effectively. Evolving too slowly to stay relevant ( see our white paper on agile transformation for some examples). In all of these cases empathy plays a key role – both for the customer AND for the companies and their employees.

Airlines 40

Airlines Customer Journeys Effort Score Social Media 40

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. The customers in each of these funnels are at varying levels of knowledge about your product. The ones in ToFu should be attracted with the help of informational content like blog posts, white papers, etc.

Strategy 52

Strategy Marketing Advertising Airlines 52

Comm100

JANUARY 14, 2020

With a unified view of the customer across all channels, agents can resolve queries more easily, increasing their overall capacity. Increased customer satisfaction. Customers expect agents to have access to their whole story when they reach out for support. Create a digital roadmap for your customers’ journey.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

JANUARY 14, 2020

With a unified view of the customer across all channels, agents can resolve queries more easily, increasing their overall capacity. Increased customer satisfaction. Customers expect agents to have access to their whole story when they reach out for support. Create a digital roadmap for your customers’ journey.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131