InMoment XI

APRIL 3, 2024

The digital customer experience has become an essential part of the way that consumers navigate the marketplace. They don’t view a transaction as an online experience, a mobile app experience, or a customer service experience, they view it as one continuous experience that they had.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Thunderhead

JULY 2, 2018

Of all the industries, they have a very genuine association with customer engagement – and are uniquely placed to achieve this. Of all the industries, Building Societies have a very genuine association with customer engagement– and are uniquely placed to achieve this. Trust is at an all-time low”.

Customer Engagement 40

Customer Engagement Engagement Banking Financial 40

inmoment

APRIL 21, 2020

Digital intercepts are specific points in the online experience where feedback could be collected about a key point in the customer journey. When customers engage with other people online, they use a variety of media, including voice, images, and video. 1: Target Digital Intercepts. 3: Offer Multimedia Feedback Options.

Feedback 52

Feedback Strategy eBook Customer Journeys 52

Responsetek

MAY 8, 2018

Employee Engagement at the Front Line. What aspects of the customer experience are most important to our organisation? Should we focus on retail experience, online experience, or call centre experience? Purpose Aligned with the Corporate Strategy. Company Consensus: Getting managers on Board.

CEM 40

CEM Strategy Insurance Abandon Rate 40