ECXO

MARCH 6, 2025

Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources. Modern platforms also enable real-time dashboards that visualize the customer journey showing touchpoint metrics and drop-off points which helps teams pinpoint where improvements are needed.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

AUGUST 12, 2024

Consistency: A consistent design language across all platforms and touchpoints builds trust and brand recognition. The company’s focus on simplifying the user experience, from setting up meetings to screen sharing, led to a surge in daily active users from 10 million in December 2019 to over 300 million by April 2020. billion in 2020.

CX 395

CX E-commerce Legal B2C 395

ECXO

AUGUST 9, 2023

Accenture (another market leader) reported that while more than 86% of companies had increased cloud initiatives since 2020, only 42% had fully achieved the outcomes they expected (cost saving was the most elusive). You’ll have heard a 1000 times that you need to identify the key touchpoints that are a moment of truth with our customers.

Touchpoint 296

Touchpoint CX Innovation Start-ups 296

Kerry Bodine

DECEMBER 30, 2020

And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. Number 6: Why You Need To Measure Journeys—Not Just Touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. It’s been… a year. What is journey analytics ?

Customer Experience 90

Customer Experience Customer Journey Map Touchpoint Start-ups 90

ECXO

JULY 8, 2024

Consistency: Maintaining a consistent design language across all touchpoints helps in building a recognizable and trustworthy brand. Map Customer Journeys: Visualize the end-to-end customer journey to identify touchpoints and pain points where users may struggle or disengage (McKinsey). million in 2017 to over 10 million by 2020.

Touchpoint 156

Touchpoint Technology Technology VOC 156

Intercom, Inc.

MARCH 28, 2022

Customer experience – and by extension, customer engagement , which is the combined cumulative effect of the customer experiences you offer at every touchpoint – can be tricky to get right at scale, especially when you’re trying to provide a cohesive experience across multiple teams and channels. What constitutes an exceptional experience?

Business Growth 228

Business Growth Touchpoint Sales Technology 228

PeopleMetrics

JANUARY 15, 2020

2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1. Which customer touchpoints should be measured?

CX 54

CX Touchpoint NPS Contact Center 54

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. 93% of new customers onboarded within 14 days in 2020.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Fonolo

NOVEMBER 12, 2020

How to Prepare Your Call Center for Shopping Season 2020. Customers see your business as a single entity and often become frustrated having to repeat their issue at multiple touchpoints. The post How to Prepare for Increased Call Center Workload During the 2020 Holiday Shopping Season first appeared on Fonolo. It’s a win-win!

Touchpoint 67

Touchpoint Retail Contact Center Omnichannel 67

Fonolo

DECEMBER 12, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. 25 percent of customer service operations will use virtual customer assistants by 2020.

Artificial Intelligence 116

Artificial Intelligence CX Contact Center Machine Learning 116

Intercom, Inc.

DECEMBER 10, 2020

If a company has lots of small customers, then managing those touchpoints can become challenging as you scale. It’s 2020. It contextualizes user behavior to provide an in-depth understanding of how to improve the customer experience, while managing customer expectations. The first is data.

B2B 223

B2B Outlook Sales Touchpoint 223

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Net Promoter Score 65

Net Promoter Score Start-ups NPS Touchpoint 65

Totango

MAY 5, 2020

Customer Retention Strategies in B2B for 2020 and Beyond. A multi-touchpoint approach has quickly become the accepted norm, with customers increasingly expecting multiple ways in which to engage. Re-evaluate Your Current Digital Engagement Strategy. Digitization has created a wide variety of customer engagement options.

Customer Retention 62

Customer Retention B2B Innovation Touchpoint 62

Qualtrics

FEBRUARY 10, 2020

Listen - hear and understand EVERY customer, at EVERY touchpoint. It’s early days, so keep an eye out for updates and improvements as we head into 2020. Want to See All the New Updates for 2020? Join us at X4 2020 - the world's largest gathering of experience management professionals to get your hands on them.

CX 58

CX Close the Loop Unstructured Data Social Media 58

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023.

Contact Center 48

Contact Center Text Analytics Touchpoint Innovation 48

Totango

APRIL 29, 2021

By March 10, 2020, that number surpassed 10 million. Users can also quickly add a touchpoint to a customer account directly from Slack by typing “@zoe add a touchpoint to…” to start the process. In October 2019, Slack reported that more than 6 million people were using its online collaboration software. million users.

Touchpoint 113

Touchpoint Start-ups Technology Technology 113

ClientSuccess

DECEMBER 21, 2020

2020 has certainly been a year to remember, whether we’d like to or not. While 2020 may have been difficult, the lessons learned from this past year will influence customer success strategy and planning for years to come. While it may seem impossible that this year is finally coming to an end, now is the time to start looking forward.

Finance 93

Finance Touchpoint Start-ups Customer Experience 93

Fonolo

JUNE 1, 2021

According to Fonolo’s 2020 State of the Contact Center report, agent attrition is worsening. These regular in-person touchpoints will help bridge that gap so your in-office and virtual employees can bond and fully support one another. This is just one of many reasons why your contact center needs to prioritize agent engagement.

Contact Center 155

Contact Center Touchpoint Customer Satisfaction Technology 155

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. It’s now the main — and often only — human touchpoint for banks and their customers. And shift we did. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%).

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Remember: Think proactively.

Social Media 90

Social Media B2C Omnichannel B2B 90

SurveySensum

DECEMBER 16, 2019

Indonesian Customer Experience Trends to watch for in 2020. SurveySensum’s Customer Experience Trends Report, 2020 highlights 6 key CX trends that every company in Indonesia must know to reinforce a positive customer experience strategy: 1. Today, customer experience is perhaps the most important aspect for any business to succeed.

E-commerce 52

E-commerce Customer Experience Touchpoint Retail 52

Hodusoft

DECEMBER 26, 2024

They fail to leverage every touchpoint for deeper customer interaction and engagement. As per one stat , in 2020-2021 alone, preference for social messaging for customer service increased 110 percent! Collect feedback at every touchpoint (chat, call, or email) to refine contact center operations. Jackson Brown Jr.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Zendesk

APRIL 9, 2021

CXM is a company’s system for tracking, overseeing, and influencing every physical and digital touchpoint for customer interactions. Support requests went up about 20 percent globally in 2020.”. In 2020, the number of customers who cited social messaging as a preferred support channel rose 110 percent from 2019.

CXM 98

CXM CX Omnichannel Touchpoint 98

Gainsight

DECEMBER 12, 2019

When we align those touchpoints to our internal Sales roles and process, they naturally fall to the 1. The post How I’m Using Gainsight To Plan For 2020 With My Board appeared first on Customer Success Software | Gainsight. Tactically plan out the processes and technology they’ll use to achieve them.

Net Promoter Score 11

Net Promoter Score Start-ups Sales Touchpoint 11

Futurelab

JANUARY 31, 2022

It A modified version of it appeared on their site in late 2020. Digital experience is the sum of all the interactions that a customer has with an organization via digital touchpoints, e.g., website, apps, mobile, social media, etc. I originally wrote today’s post for GetFeedback.

Touchpoint 130

Touchpoint Social Media CX Government 130

Lumoa

AUGUST 3, 2021

It’s the journey and not single touchpoints that matter Companies have traditionally looked to improve customer experience by focusing on particular touchpoints, which often creates misleading results. How to transform the experience by looking at customer journeys 1. This inconsistent feedback can be confusing.

Customer Experience 97

Customer Experience Customer Journey Map Touchpoint Start-ups 97

Intercom, Inc.

NOVEMBER 27, 2019

Unsurprisingly, the thought of having to rethink all your customer touchpoints tends to inspire trepidation, not excitement. The International Monetary Fund projects global GDP growth to pick up in 2020 , largely due to anticipated upturn in emerging market economies such as those in the Middle East.

Sales 186

Sales Machine Learning Start-ups Touchpoint 186

Execs In The Know

OCTOBER 11, 2021

2020 was indeed a unique year for vendor managers and their outsourced partners. In our recent CXMB Series 2020 Corporate Edition report done in partnership with Execs In The Know, we found that only 11% of outsourced contact centers had WFH employees before the pandemic. This disruption caused a significant shift in VMO priorities.

Contact Center 98

Contact Center Scorecard Touchpoint Innovation 98

Gainsight

NOVEMBER 18, 2019

So, with 2020 around the corner, many business leaders and customer success practitioners are considering how to raise their game in the New Year. Here are some ideas you may be able to implement as you look for opportunities to make customer experience more front and center in your company in 2020: 1. Ensure you have “real” buy-in.

B2B 8

B2B CX Voice of the Customer Customer Feedback 8

Aquire

MAY 24, 2021

percent in 2020, compared to 2019. In 2020, Delta announced their Parallel Reality experience, which displays personalized on-screen content to multiple passengers simultaneously throughout their travel journey. In late 2020, United Airlines started meeting their customers in-app, literally, wherever they were, whatever the time.

Customer Service 105

Customer Service Social Media Net Promoter Score Transportation 105

Totango

DECEMBER 1, 2020

Before we get to the new year, we still have some great functionality we would like to deliver by the end of 2020. Define multiple domains for logging emails to touchpoint. We are almost at the end of this special weird year moving swiftly towards 2021.

Touchpoint 69

Touchpoint Customer Relationship 69

Totango

FEBRUARY 3, 2020

This release will have a lot of exciting content and I invite all of you to join me for the Product Webinar on Tuesday, February 11, 2020 at 1pm EST / 10am PST. The enhanced touchpoints will allow you to define the type of customer interaction (web meeting, face-to-face, etc.), Today we start Jasper with many exciting features!

Touchpoint 62

Touchpoint Innovation 62

Customer Bliss

JANUARY 28, 2021

They are the often the first, last, or only touchpoint a consumer has with a brand. Just in 2020 alone, my team at Twitter had to tackle drills, meetings, and pivots in response to real-time historical moments: A global pandemic. The 2020 U.S. Being on a CX team demands a high standard of grit, resilience, and trust.

CX 101

CX Touchpoint Engineering Technology 101

Gainsight

MARCH 1, 2021

In July 2020, Jamf debuted on the NASDAQ in a $100 million IPO. We set a vision in 2015 to empower twenty million people by 2020. The score also looks at how many executive communications we have and how many touchpoints with leaders. And what processes did they change to make all this happen? Nick : That’s interesting.

Gaming 52

Gaming Construction Customer Relationship NPS 52

Aquire

NOVEMBER 17, 2021

Fidelity National Information Services reported an 85 percent increase in mobile banking traffic in April 2020 — and a 200 percent increase in new mobile banking registrations. Call center volume jumped 800 percent in early 2020. Thirty-four percent of executives want to remove friction from every customer touchpoint.

Customer Experience 102

Customer Experience Finance CX Government 102

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. To borrow a definition from Forrester , "The customer journey spans a variety of touchpoints by which the customer moves from awareness to engagement and purchase. touchpoint A customer touchpoint is any interaction a customer has with your company.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Logicalware

AUGUST 5, 2021

has been stolen since March 2020. UK Finance reported financial frauds against UK bank customers increased by two-thirds in the first half of 2020. As a result, the number of fraud attempts on agents actually shrank by over 25% during 2020. Action Fraud says £34.5m Pindrop Labs).

E-commerce 83

E-commerce Omnichannel Finance Engineering 83