ECXO

JUNE 11, 2023

You will need to analyse real-world customers to get to the actionable insight you need. You will need to analyse real-world customers to get to the actionable insight you need. How do customers experience your brand – across touchpoints? A persona is an archetype of your ideal customer.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

ECXO

DECEMBER 25, 2024

Happy customers are more likely to return and spend more, contributing to the bottom line in a way that chasing sales numbers alone can’t always achieve. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

SEPTEMBER 3, 2024

Everyone I spoke with offered different insights into these findings, suggesting numerous reasons why the platforms fall short: Perpetuating the fallacy that one number can tell a story and seeking to impress decision makers, platforms prioritise data presentation over actionable insights, to create ‘simple reporting’.

VOC 335

VOC CX Voice of the Customer Text Analytics 335

ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities. That’s a lot to think about for now.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. trillion by 2027

Sales 149

Sales Social Media Predictive Analytics Start-ups 149

ECXO

OCTOBER 7, 2024

As the architect of experiences that go beyond the transactional, you have the ability to decode customer needs and desires, turning them into actionable insights that propel your organization forward. As a CX leader, you must ensure that every touchpoint—whether digital or physical—provides a consistent and frictionless experience.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. So, let’s discover how contact center analytics can help you gain actionable insights about this touchpoint and your overall business and optimize your operations.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Intercom, Inc.

FEBRUARY 12, 2020

Customer support sessions for members of the Sales team are different. Our Sales team wants to learn how best to partner with our Support team to resolve customers’ questions faster. These sessions revolve around how we can best work together to ensure every customer feels cared for at every touchpoint.

Engineering 193

Engineering Education Actionable Insights Sales 193

SurveySensum

AUGUST 19, 2024

This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. This interaction at this touchpoint in Mike’s customer journey prompted him to become a customer from just a mere visitor. What are Customer Touchpoints?

Touchpoint 52

Touchpoint Social Media Invoicing Text Analytics 52

SurveySensum

APRIL 28, 2025

A VoC program helps businesses analyze customer feedback across different touchpoints – website, support, in-store visits, mobile app, and more – to identify pain points and fix them before they drive customers away. Map the Customer Journey: What Touchpoint Matters the Most? It all comes down to the customer experience.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Callminer

FEBRUARY 27, 2019

Assess the data under the lens of potential sales opportunities. Focus on gathering ‘actionable insights.’. Many companies face the issue of gathering lots of customer data but don’t know how to actually derive actionable, meaningful insights from it. Insightful is everything that you didn’t know.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

SurveySensum

APRIL 16, 2025

Smarter marketing, better sales, and a customer experience that keeps people coming back. These surveys are sent at key touchpoints in your customers journey like, after support conversations, post-purchase, or throughout product use – they record real-time data that drives better decisions. Thats where CRM surveys come in.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. 11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. But what more can an exceptional SaaS customer experience bring to the table?

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Intercom, Inc.

DECEMBER 8, 2020

Your CSAT score will impact sales and revenue, so a decline in this score should be considered a priority and quickly remedied. Effective reporting contextualizes customer behavior and feedback, so you can glean actionable insights from data to provide a more positive customer experience. Tickets completed.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

SurveySensum

OCTOBER 17, 2024

In other words, today’s modern connected consumer interacts with a business across multiple touchpoints. It is best to focus on omnichannel feedback collection and target deeper analysis to understand customer preferences and behavior with actionable insights. You pick the one that has the most impact on your goal.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. QA tools enable you to monitor interactions in real-time, automate support quality control, and provide actionable insights that ensure your team delivers a seamless experience every time.

Retail 135

Retail Scorecard Sentiment Analysis Customer Service 135

SurveySensum

FEBRUARY 13, 2025

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? And at last, are you taking the required action? Thats why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. What is the current response rate?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

SurveySensum

SEPTEMBER 19, 2023

Well, for starters the in-app survey should have popped up at the right touchpoint which is when Jess was done with her booking as this would have ensured that there was no disruption in her experience. With the help of well-crafted questions, product owners and app developers can gather relevant and actionable insights from their users.

Actionable Insights 52

Actionable Insights Customer Satisfaction Touchpoint Start-ups 52

InteractionMetrics

JANUARY 7, 2025

When tied to strategic goals, it can help you: Improve onboarding processes Reduce churn Increase sales Takeaway #2. Dont lead to meaningful action. .” A Disconnected Loyalty Program: Starbucks Rewards lacked integration with digital touchpoints, reducing engagement.

Customer Journey Map 52

Customer Journey Map B2B CX Touchpoint 52

Execs In The Know

MARCH 4, 2022

While analytics for single-touchpoint, single-channel interactions provide valuable insights into the effectiveness of your messaging at that juncture, they fall short of painting the full picture. Today’s consumers engage with businesses through a growing number of channels, creating a complex web of customer touchpoints.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Retently

OCTOBER 16, 2024

Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 Customers appreciate the simplicity, and businesses benefit from actionable insights with minimal effort​.

Customer Satisfaction 135

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 135

Retently

SEPTEMBER 3, 2024

From perfectly timed surveys to actionable insights, you’ll see how Retently drives our growth—and how it can do the same for you. Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience.

B2B 153

B2B NPS Start-ups Actionable Insights 153

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. For instance: In Ecommerce , a confusing checkout process can mean a lost sale. To make your surveys actionable and engaging, focus on timing, structure, and relevance. Post-Purchase Experience First impressions don’t end with the sale.

Start-ups 122

Start-ups Retail Actionable Insights Hospitality 122

Intercom, Inc.

JUNE 14, 2022

CRM software is critical for tasks such as scheduling sales calls, accessing customer data, and analyzing trends across the customer journey – from browsing to buying. By contrast, traditional marketing is more transactional, focusing on short-term outcomes, quick wins, and driving sales. CRM software helps enable these efforts.

Customer Relationship Management 118

Customer Relationship Management Customer Relationship CRM Social Media 118

Retently

MARCH 14, 2023

Impact Product reviews can significantly affect a company’s sales, visibility, and reputation, as potential customers often rely on them when making purchasing decisions. They are specifically designed to measure various areas of customer satisfaction and capture actionable insights for the brand to improve.

NPS 136

NPS Net Promoter Score Customer Satisfaction Customer Feedback 136

InteractionMetrics

MARCH 13, 2025

You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action. We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience. Here is the framework.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

Zendesk

DECEMBER 7, 2021

Companies are increasingly leaning on artificial intelligence (AI) to automatically collect and organize customer data at each touchpoint so they can deliver better experiences. Here’s how AI can improve the customer experience at specific touchpoints and, in turn, boost your bottom line. We’ve got a few ideas.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

Lumoa

FEBRUARY 28, 2023

Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. As they interact with your website, your sales team, or tools like a chatbot, you can capture their questions and concerns to improve your marketing and sales efforts. All you have to do is ask (and listen!).

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

PeopleMetrics

DECEMBER 12, 2017

Typically leveraged by Sales & Marketing teams, CRMs help to centralize the management of leads and improve customer relationships with ultimate objective of driving customer retention and sales growth. CEM platforms are designed to solicit and capture experiential data from customers through surveys and other feedback channels.

CEM 84

CEM CRM Customer Relationship Management VOC 84

Zendesk

NOVEMBER 1, 2021

Consumers today are interacting with brands via various touchpoints—social media, chat, phone, in-store, and so on. Look for a CRM that tracks customer interactions at every touchpoint, whether that’s a social media message or a one-hour phone call with the support team. Invest in a good CRM. Provide valuable reports.

Social Media 98

Social Media CRM Artificial Intelligence Touchpoint 98

Totango

FEBRUARY 6, 2020

Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. For example, during the sales to customer success handover , it is critical that both teams communicate efficiently to provide a seamless customer experience. .

Actionable Insights 94

Actionable Insights Touchpoint Sales Business Growth 94

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. SurveySparrow SurveySparrow is an all-in-one platform that optimizes all the touchpoints in a customers journey with intelligent features and an omnichannel experience.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Retently

APRIL 6, 2022

Map the critical touchpoints, set clear objectives and hence build relevant CSAT questions that could lead to the desired outcome. At Key Customer Lifecycle Touchpoints. Or you could trigger a CSAT survey after a purchase was completed or after the delivery of the respective items to help you assess your after-sale performance.

Customer Satisfaction 151

Customer Satisfaction Healthcare Retail NPS 151

SurveySensum

MARCH 12, 2025

Contingency table analysis enables you to systematically compare these variables side-by-side, revealing nuanced patterns and correlations that lead to deeper, actionable insights. Faster and More Actionable Insights Simplicity and organization delivered by the cross-tab table let one quickly compare variables.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

Aquire

AUGUST 30, 2021

And that’s good news because happier customers mean higher retention, more sales, and a thriving business. Broadly speaking, there are two types of surveys: Transactional surveys are triggered on the back of certain customer actions, so survey distribution is determined by when your customers undertake these actions.

Customer Survey 95

Customer Survey Net Promoter Score Actionable Insights Touchpoint 95

ClearAction

DECEMBER 26, 2022

For greater success in the CX Index and in your growth, here’s my advice: The first step to shifting gears for CX Index success is to broaden your customer experience strategy beyond touchpoints. The first step to higher retention is Sales’ focus on your ideal customer profile.

CX 71

CX Customer Experience VOC Legal 71

Retently

AUGUST 12, 2024

If you operate in the ecommerce or retail space, look for a user-friendly interface and real-time feedback capabilities – perfect for businesses needing quick, actionable insights. Opt for specialized tools for better customization, detailed insights and improved customer engagement.

NPS 79

NPS Retail Net Promoter Score Touchpoint 79