Gainsight

OCTOBER 12, 2023

Okta’s Story Get the full story of Okta’s journey with Digital CS in the video below. Here’s a breakdown of the video. Okta created a data-driven program to identify low-adopting customers and reach out to them via automated and human touchpoints to modify behavior.

Touchpoint 52

Touchpoint eBook Video B2B 52

Gainsight

OCTOBER 12, 2023

Here’s a breakdown of the video. Okta created a data-driven program to identify low-adopting customers and reach out to them via automated and human touchpoints to modify behavior. Okta’s Solution to Drive Adoption at Scale—Digitally Forgot your earbuds? 22% of customers escalated to human specialists resolved their issues.

Touchpoint 52

Touchpoint Software Analysis Video 52

InMoment XI

MAY 3, 2022

So think about the different touchpoints that pose potential for valuable CX data. Providing channels other than traditional surveys for customer feedback—like video, microsurveys, or speech—can help your insurance CX program reach a wider range of the customers you’re trying to cater to. Tip #3: Remember, CX Data Is for Proving ROI.

Insurance 493

Insurance Tips Data Return on Investment 493

SurveySensum

DECEMBER 8, 2023

It should go beyond providing a transactional exchange and extend into creating a seamless, positive, and memorable interaction at every touchpoint. This extends to how you engage with them visually and emotionally In this case, creating customer-centric videos is an essential strategy for modern businesses.

Customer Centricity 59

Customer Centricity Video Feedback Customers 59

InMoment XI

JULY 5, 2022

To do this, you need to have a guest experience solution that allows you to listen to customer feedback on any and every possible channel, including: Review sites Social media In-App feedback Third-party delivery reviews Direct survey feedback Microsurvey feedback Employee feedback Call center data Video feedback And more!

Guest Experience 493

Guest Experience Brands eBook Multi-Channel 493

ViiBE Blog

JANUARY 20, 2022

However, it has long been said that it can take as many as 8 touchpoints before a customer finally buys from a business online. But what if your customers don’t get to 8 and get stuck on touchpoints 2 or 3? What are customer touchpoints? It can be a comment on a Facebook post, an email inquiry, newsletter signup, and more.

Touchpoint 52

Touchpoint Interaction Infographics Social Media 52

ViiBE Blog

JANUARY 20, 2022

ViiBE Blog 5 creative ways to digitally interact with customers, increase touchpoints, and track satisfaction levels Share this article Contents Share this article Contents Digital interaction with customers is now an essential tool as online business is going through its rebirth. What are customer touchpoints? Read now 2.

Touchpoint 52

Touchpoint Interaction e-support Infographics 52

SurveySensum

SEPTEMBER 25, 2023

In today’s world video marketing is on fire! Businesses of all sizes are using videos to reach their target audience, build relationships with customers, and drive sales. But with so much video content out there, how can you make sure your videos stand out? Customer feedback is a valuable resource for video marketing.

ROI 52

ROI Video Feedback Marketing 52

Uplight

MARCH 29, 2021

Watch the video to learn how Uplight’s Digital Customer Engagement solutions help utilities leverage every digital touchpoint such as email, online portals, alerts and mid-cycle updates, and home energy assessments for both residential and non-residential customers.

Video 52

Video Customer Engagement Engagement Touchpoint 52

InMoment XI

FEBRUARY 24, 2022

And eventually, how those metrics directly inform the important touchpoints in that journey. It can be a customer story, verbatims, videos, etc., Tip #2: Tell Stories. Beyond all the data, numbers, and statistics, there’s a human customer at the heart of your CX program. Stories, stories, stories.

Tips 493

Tips ROI Metrics Touchpoint 493

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. This is more commonly done for testimonials; for example, Microsoft encouraged use of flip-video cameras to capture spur-of-the-moment testimonials from customers. And video cameras probably don’t lend themselves to this type of information-capture.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

BirdEye

MAY 28, 2021

For example, our customer service team recently used video chat to connect with a customer who said that their furniture was damaged during shipping and showed us the issue on camera. To build a successful Experience Marketing strategy, it’s important to delight customers at every touchpoint.

Touchpoint 64

Touchpoint How To Chatbots Survey 64

Quadient

JANUARY 21, 2022

How insurers can user personalized video to improve customer experience. Customer engagement is powerful and impacts every touchpoint for insurers, from reducing policyholder churn to keeping up with evolving expectations of agents and customers. Andrea Haughton. Fri, 01/21/2022 - 14:44.

Insurance 52

Insurance Video Customer Journeys Customer Experience 52

Lumoa

FEBRUARY 9, 2023

It involves creating customer touchpoints, analyzing customer feedback and data , and leveraging customer insights to build customer-centric products/services. It involves leveraging customer feedback, reviews, videos, and other customer-created content to create an authentic customer experience. It is trusted by 92% of consumers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Alida

MAY 26, 2022

We recently sat down with Susan White Frazier, Director of Market Research at Wondrium (formerly known as The Great Courses Plus), a subscription video streaming service with thousands of courses, documentaries, and nonfiction series, to learn how they are monitoring and encouraging positive customer experience within the entire Wondrium ecosystem.

Contact Center 130

Contact Center Touchpoint Course Video 130

InMoment XI

SEPTEMBER 29, 2022

Every day, your customers produce data across a vast amount of touchpoints, whether that’s on your banking app, in your call center, or across any of your other channels. Learn how retail banking giant Virgin Money analyzed customer emotions across the journey to create specific improvements and positive emotions in this video!

Banking 493

Banking Retail Data Omni-Channel 493

Clarivate

JANUARY 29, 2019

We’ve recorded over 75 videos and webinars over the last three and a half years here at CustomersFirst Now. These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

Strativity

JULY 27, 2017

launches the Journey Management Education Hub within Touchpoint Dashboard. the world’s leading customer experience consultancy, announces the launch of the Journey Management Education Hub (JME Hub) to provide a one-stop shop for training users of Touchpoint Dashboard. NEW JERSEY, July 27, 2017 –Strativity Group, Inc.,

Touchpoint 40

Touchpoint Customer Journeys Management Video 40

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX). AI in Multiexperience. Image recognition.

Self Service 207

Self Service Multi-Channel Contact Center Touchpoint 207

Lumoa

JANUARY 3, 2023

In this video, Carlos imparts his knowledge gained through extensive experience in market research and product/service design – giving you all the tips needed for successful survey creation! Forget manual work as all the touchpoints are organized for you in an instant. Metric selection.

Survey 394

Survey Metrics NPS Effort Score 394

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. Customer touchpoints vs. journeys. Let’s take a deeper look at customer experiences by distinguishing between touchpoints and a journey.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

GetFeedback

JULY 19, 2019

Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints. Unlike a customer touchpoint, a customer journey has a beginning and an end. Get the Guide.

ROI 309

ROI How To Touchpoint Hotels 309

Comm100

NOVEMBER 15, 2023

In this deep dive, we’ll uncover the top 10 challenges gaming companies face and explore how an omnichannel approach—infused with AI and personal touchpoints—can be the game-changer the industry needs. However, challenges abound. The agent already knows the context, ensuring the player doesn’t repeat themselves.

Omni-Channel 113

Omni-Channel Engagement Touchpoint Entertainment 113

Experience Investigators by 360Connext

DECEMBER 29, 2014

What is a Touchpoint? Understanding customer touchpoints is essential to delivering a superior customer experience. How do you identify the touchpoints that matter the most? She likes to take videos with her trusty Apple products. But they must be understood and appreciated from the customer’s perspective.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

CloudCherry

DECEMBER 20, 2017

Now, though, people communicate using everything from text and images to voice and video. Consumers Are Using More Touchpoints Than Ever to Interact with Brands. It’s interesting to look at the number of touchpoints consumers use to interact with brands. resorting to 4 touchpoints. According to Raconteur, in 2000, 66.2%

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Quality service must be provided at every touchpoint, and individual channels must be streamlined into a single cohesive omnichannel experience.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Comm100

AUGUST 1, 2023

Thoughtful touchpoints such as checking in post-purchase, sending a how-to video or asking consumers to write a review generate positive brand perceptions were given as examples of important personalized customer service. However, nothing beats face-to-face interaction to bring the personal touch.

Customer Service 169

Customer Service How To Omni-Channel Video 169

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Generative AI makes data analysis and research effortless, given its ability to process our questions (known as prompts) and deliver text, image, or video outputs. This proactive approach not only increases the likelihood of repeat business but also personalizes the customer journey at (potentially) every touchpoint.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

Qualtrics

JUNE 21, 2019

Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience. Are looking for the latest thought leadership videos from customer experience leaders like Bruce Temkin and Jay Baer? Polishing every touchpoint between company and customer is key.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

Customer Bliss

JULY 1, 2020

We can prepare for this future by gaining a deeper understanding of customers and employees through various touchpoints. These touchpoints include video, text, and voice messaging, which gives CX leaders more opportunities to see the bigger picture.

Leadership 208

Leadership Chief Customer Officer Touchpoint Hotels 208

TechSee

APRIL 28, 2020

Omnichannel – an approach that provides an integrated user experience across multiple customer touchpoints – was once thought to be the be-all and end-all of customer interactions. Omnichannel Strategy is Out. MX gives customers more choice and allows them greater control over how they want to be served.

Customer Journeys 124

Customer Journeys Multi-Channel Strategy Omni-Channel 124

Comm100

FEBRUARY 6, 2023

Customers typically engage with your brand on different touchpoints. Some will want their issues addressed on other channels, from chatbots, social media, voice calls, or video calls. You’ll be able to map their customer journey, identify the touchpoints, and provide support whenever they ask.

Financial 206

Financial Trends Self Service Customer Experience 206

CSM Magazine

JUNE 13, 2024

Video Support : Implement video support for complex issues that require a visual explanation. Summing Up The IT help desk is a crucial touchpoint that can significantly influence internal customer loyalty. Practical Tips: Mobile Compatibility : Ensure your help desk platform is accessible via mobile devices.

Loyalty 52

Loyalty Multi-Channel Knowledge Base Tips 52

Totango

APRIL 6, 2023

Automation to scale and deepen customer engagement Video Business Reviews (VBRs) Creating personalized campaign content for the “tech touch” segment of your customer base is difficult because it’s so time consuming. These new seat licenses are add-ons to any Totango plan, making CS program visibility very accessible.

Innovation 86

Innovation Video CRM Customer Success 86

TechSee

OCTOBER 28, 2020

However, more recently, the focus on remote support has been increasing, driven mainly by the rising expectations of customers, the growing complexity of cases, and the emergence of new technologies such as IoT diagnostics, video, AR and computer vision AI. TechSee’s Capability Maturity Model is divided into five levels: Foundation.

Contact Center 159

Contact Center Multi-Channel Video Touchpoint 159

Oracle

AUGUST 26, 2019

Hear what the CX leaders have to say in our video interviews and read their quotes below. I would say first you should start with search and chatbots, because these are the touchpoints with your customer on your website. VIDEO] appeared first on SmarterCX. Machine learning for managing data. Copyright © 2019 Oracle.

Video 50

Video Chatbots Banking Touchpoint 50

TechSee

JULY 14, 2022

Today, we will dive deeper into one specific channel, the desktop or laptop user, and learn how you can best support these users with the latest TechSee Live capabilities: secure desktop sharing with two way video and remote desktop control. For example, whereas a live video on a mobile phone is often about an object next to the user (e.g.

Video 109

Video Omni-Channel Insurance Touchpoint 109