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What Are Customer Touchpoints?

GetFeedback

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience.

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5 Customer Journey Touchpoints to Measure

Lumoa

At what point during the customer journey should you measure how the customer is feeling? In reality, there are several customer touchpoints along the customer journey where you can (and should!) measure the customer experience, and each requires a slightly different approach. In the middle? Every month?

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How to Optimize Touchpoints Along the Customer Journey

Feedbackly

Touchpoints are how the brand engages with its customers and play a vital role in fostering a strong relationship between the two parties. Every buying journey has a complex web of touchpoints that can range from 20 to over 500! Also, research shows that it requires around eight touchpoints on average to close a sale.

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What IS a Customer Touchpoint?

Experience Investigators by 360Connext

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. Customer touchpoints in general are not often understood or appreciated from the customer’s perspective. Most organizations, when defining their customer touchpoints, list things like: Billboards.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys.

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How to Identify Your Most Important Customer Touchpoints

GetFeedback

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. Put yourself in the customer’s shoes. But if the customer experience is so paramount to the bottom line, why are many companies still lagging behind? Leverage customer feedback.

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Making Customer Touchpoints an Advantage

Topdown

Customer touchpoints are neither a disadvantage or advantage by their simple nature; it really depends on the approach of the individual organization or facilitator of that specific point of contact. In other words, turning customer touchpoints into an advantage is more than feasible.

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The 2023 Verint Experience Index: Retail

Retail customers value price above everything, but the importance of other factors varies for different brands. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Access the full report today.

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The Future of Contact Centers: A New Paradigm for Superior Customer Experience

Speaker: Jim Rembach, Editor in Chief, CX Global Media

Most contact center leaders view the touchpoint from agent to customer as the most important. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement. The rise of chatbots and AI has changed that.

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Optimizing Your Customer Journey In 2022

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Don’t be left behind.

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How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Employees across an organization work with buyers at different stages in the customer journey. By gathering their feedback, companies can capture the biggest picture of employee and customer needs. By focusing on both the employee and customer experience, woom bikes: Bolsters customer experience by acting on employee feedback.

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A 360-Degree Approach to Customer Feedback - Using Online Reviews & Surveys

Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

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The SaaS Guide to Customer Engagement, Retention, and Advocacy

Want to lead customers down the path to retention and advocacy? After onboarding, most SaaS customers have to find their own way to success—with little more than a few CSM calls (if they’re a large enough account to have one), and a knowledge base to get them there.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.