InMoment XI

JANUARY 10, 2024

Guiding a loved one through the customer journey of senior living is an intimately personal and emotional endeavor. Begin by creating a positive environment that naturally elicits positive customer feedback and optimizes your senior living reviews.

Strategy 260

Strategy Management Social Media Feedback 260

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome. What do customers want?

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Lumoa

OCTOBER 14, 2021

Take control of your digital customer experience By integrating Giosg with Lumoa you have an easy way to trigger surveys directly in your digital channels while Lumoa turns the feedback into actionable insights. How do Giosg tools help Lumoa customers? Do you want them to book an appointment successfully?

Measurement 208

Measurement Survey Video Groups 208

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. In the context of digital transformation, Design Thinking plays a pivotal role.

Customer Centricity 98

Customer Centricity Competitive Advantage Innovation Customer Journeys 98

Gainsight

DECEMBER 19, 2023

A carefully crafted customer journey is not static. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. But the need to deliver an outstanding customer experience hasn’t. This guide will dig into everything you need to know about customer experience.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Lumoa

NOVEMBER 10, 2021

The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. You can accomplish this feat by focusing on your customer experience design. What is Customer Experience Design?

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Seaton CX

FEBRUARY 7, 2024

What’s the difference between a customer journey map and a process map? This question comes up when I’m journey mapping with Customer Experience (CX) leaders and we bring other departments into the project. We had to explain how customer journey mapping was different from process mapping.

Customer Journeys 59

Customer Journeys Social Media Customer Service Representative Interaction 59

Education Services Group

JULY 5, 2023

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. the part where we continue to strengthen our bonds with our customers well into the future. Loyalty – The story continues…forever? Who owns renewals?

Customer Journeys 52

Customer Journeys Loyalty Touchpoint Customer Success 52

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Wait, say that again? Balance is key.

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

Gainsight

FEBRUARY 26, 2024

Well-defined customer touchpoints are the foundation of a strong digital experience with your product. As the SaaS industry evolves and gets more sophisticated, so do customer and user journeys along these touch points. Here’s a look at how to drive adoption with digital user journeys.

How To 52

How To NPS Effort Score Touchpoint 52

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. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 117

Customer Journeys Touchpoint B2B Social Media 117

Experience Investigators by 360Connext

OCTOBER 13, 2020

Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. Listen to this article.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Customer Journeys 69

Customer Journeys Management Customer Experience Net Promoter Score 69

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey?

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Totango

MARCH 25, 2022

Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. You may prefer using sticky notes, while another team member likes slide decks and yet another prefers digital mapping tools. Does this sound familiar to you? Enter Canvas. What is Canvas?

Customer Journeys 97

Customer Journeys Customer Experience Customers Tools 97

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

Report 93

Report Trends Customer Success Self Service 93

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Incorporate a mixture of both digital and human touch. . The customer journey is not linear.

Customer Journeys 96

Customer Journeys How To Resources Customer Success 96

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 88

Customer Success Tips Customer Journeys Customer Retention 88

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Organize your communication channels Nick Chang recognizes that it can be challenging to build a customer-centric framework. But if you haven’t started already, you can begin with the basics.

Customer Journeys 81

Customer Journeys Self Service Metrics Customer Success 81

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 101

Customer Success Tips Self Service Customer Journeys 101

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

inQuba

MAY 23, 2022

Demystifying the Next Evolution of Customer Experience. Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. Hold on – a “solution to customer experience”?

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. We didn’t use any special tool.

Customer Engagement 112

Customer Engagement Customer Journeys Engagement Strategy 112

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee. Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Gainsight

DECEMBER 20, 2022

For SaaS organizations, that means it’s becoming table stakes to invest in product-led growth (PLG) and operationalize customer success (CS) with digital touchpoints. But how does a company scale without sacrificing the customer experience? Enter digital customer success. should we include?

Self Service 52

Self Service Touchpoint Customer Journeys Customer Success 52

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Beyond Philosophy

JANUARY 29, 2022

Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. In this episode, we discuss Anna’s business pickle and how she can leverage what she learns in journey mapping to improve her organization’s customer strategy. But it isn’t.

Customer Journeys 97

Customer Journeys Exercises Return on Investment Customer Centricity 97

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Madeline Evans, Digital Customer Success Manager. What is it that customers truly expect? Engagement: It’s Dynamic!

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

Totango

APRIL 13, 2022

Selecting the right customer success platform for your organization can be challenging. In this article, we’ll look at the mistake of not approaching customer success with a modern mindset. . Thanks to the digital age we are living in, your customers can be connected and working anytime, anywhere.

Customer Journeys 93

Customer Journeys Course Customer Success Tools 93

ECXO

JUNE 11, 2023

A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. The buying journey has become more complicated, and longer. Is your customer data out of date? A persona is an archetype of your ideal customer. Is your customer data out of date?

B2B 130

B2B B2C Touchpoint Customer Journeys 130

Gainsight

JULY 25, 2023

In the fast-paced digital landscape, delivering exceptional customer experiences has become a crucial aspect of any successful business. Companies that prioritize understanding their customers’ needs and preferences are better equipped to build strong, lasting relationships.

Touchpoint 52

Touchpoint Strategy Customer Expectations User Experience 52

SurveySparrow

JULY 4, 2023

When a customer enters your store or visits your website, they bring with them a need, a desire, or a problem to solve. The answer lies in understanding and optimizing the customer experience journey. What is a Customer Experience Journey?

Customer Journeys 52

Customer Journeys Customer Experience Touchpoint Chatbots 52

Totango

SEPTEMBER 1, 2022

Then we’ll look at how digital technology has made the traditional QBR outdated and how AI is helping software providers increase the efficiency of SaaS QBRs. Success managers and clients may use previously established KPIs to evaluate current performance and discuss which KPIs and target numbers would be appropriate in the future.

Customer Journeys 98

Customer Journeys Net Promoter Score Meeting B2B 98

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. We didn’t use any special tool.

Customer Engagement 86

Customer Engagement Customer Journeys Engagement Strategy 86