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 Touchpoint CX 296

CX Accelerator

NOVEMBER 11, 2022

Customer insights can be gained in many ways and are a great way to gauge how the customer feels about the current experience. For this reason, we have included measurement with customer insights. Once customer data has been gathered, an analytics function is required to derive meaningful, actionable insight from it.

CX 307

CX Customer Journey Map CX Transformation Government 307

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 Customer Satisfaction 373

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. 154 Actionable Steps to Use Customer Experience to Fuel Growth Using customer experience (CX) as a growth engine requires strategic planning and execution.

Customer Experience 156

Customer Experience Social Media CX Innovation 156

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

Intercom, Inc.

FEBRUARY 12, 2020

These sessions revolve around how we can best work together to ensure every customer feels cared for at every touchpoint. This real interaction with our customers, whether it’s answering a short “How would I…” question or dealing with a serious complaint, is the best eye-opener for unlocking “aha” moments and actionable insights.

Engineering 193

Engineering Education Actionable Insights Sales 193

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

CX Accelerator

FEBRUARY 12, 2018

This valuable information is not making its way into actionable insights that need to be addressed by companies. Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Callminer

FEBRUARY 27, 2019

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. To make sense of your customer data, getting actionable insights is essential. Create an official ‘customer journey map’.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

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

ECXO

JULY 8, 2024

This article delves into the intricate relationship between digital product design and these two pivotal aspects, highlighting key principles, case studies, and actionable insights for technology companies striving to enhance their market presence and user satisfaction.

Touchpoint 156

Touchpoint Technology Technology VOC 156

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

Execs In The Know

JANUARY 29, 2023

CRS Austin will provide attendees with a variety of Pre-Conference Sessions, a Tech Forum, Workshops, impactful Keynotes and Panel Discussions, networking opportunities, and other touchpoints designed to give you the tools, understanding, and actionable insights to meet customers where they are.

CX 90

CX Hospitality Hospitality Actionable Insights 90

Intercom, Inc.

DECEMBER 8, 2020

Effective reporting contextualizes customer behavior and feedback, so you can glean actionable insights from data to provide a more positive customer experience. Below, we highlight how a little automation can go a long way for both your customers and your team. Track your metrics effectively with Reports.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

PeopleMetrics

APRIL 29, 2016

Strive for Actionable Insights in the Customer Experience. What touchpoints matter most to your customer experience? Look for actionable insights and take advantage of them. Try to take action continuously and effectively. It'll take you to a free workbook centered on taking action on customer feedback.

Customer Experience 70

Customer Experience Actionable Insights Touchpoint Customer Feedback 70

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Several of Forsta’s customers are already benefitting from Lumoa’s AI-powered tools that help uncover new, actionable insights.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

CX Accelerator

JULY 1, 2019

This is a great opportunity to invite customers to provide insight. List out all the touchpoints.Identify the touchpoints that become pain points for customers that experience a disability. Call to Action Thank you for allowing me (Sheri) to share my story of inclusive customer experience, or lack thereof with you.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

Execs In The Know

APRIL 29, 2022

This makes it important to find a solution that cuts through all this complexity to provide measurable and actionable insights for CX teams. 26% of cases require 5 or more human touchpoints. It’s complicated by unnecessary steps and impeded by distractions. 10% of cases require 11 or more interactions to resolve.

CX 98

CX Actionable Insights Touchpoint Technology 98

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

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

Lumoa

FEBRUARY 28, 2023

Many businesses fall into the trap of only thinking about specific customer touchpoints—like contacting your support team—but isolating any touchpoint from the overall customer journey is dangerous: You can improve your support touchpoints, but what if your onboarding experience is awful? It can almost feel paralyzing.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

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

APRIL 14, 2023

KPI widget now visible from Compare page The Compare page is our premier way to contrast different touchpoints and time periods in Lumoa. Actionable Insights – added to this guide. Insights new UI with happy/sad faces – added to this guide. Now it got even better!

Touchpoint 78

Touchpoint Actionable Insights Start-ups Customer Survey 78

SurveySensum

SEPTEMBER 24, 2024

Limited touchpoints : With the “essential” plan you can add up to 5 unique touchpoints and with the “pro” one you can only add up to 7 unique touchpoints, limiting touchpoint analysis. Best Features : The tools have a drag-and-drop user interface, making it easy to create customized surveys without any coding skills.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Touchpoint Start-ups 52

SurveySensum

JULY 3, 2019

Real-time and actionable insights can drive a successful guest experience management for restaurants. Understanding the growing expectations of guests can help you craft exceptional and personalized experience at different touchpoint. Experience is the influencer in the hospitality industry.

Net Promoter Score 74

Net Promoter Score Hospitality Hospitality Actionable Insights 74

Totango

APRIL 1, 2021

Email campaigns and automated success plays will expand a lean CS team’s stretch with milestones and touchpoints that will not only help operationalize a client but will ensure a positive client experience.” – Anisha H., VP of Client Success at Small-Business, Verified Customer Review on G2. .” – Anisha H.,

Actionable Insights 82

Actionable Insights Touchpoint B2B Engineering 82

Lumoa

NOVEMBER 21, 2023

Managing your customer experience with Lumoa Here’s how you can manage your customer experience with Lumoa- Get an overview of your customer journey: Lumoa’s dashboard helps you get a quick and easy overview and manage different customer journeys, touchpoints, and data sets in real-time.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

Lumoa

SEPTEMBER 28, 2023

GPT can now summarize any touchpoint Lumoa GPT can now generate summaries on Filters, Topics, and search terms. Update to the new Actionable Insights That’s all folks! Lovely seeing you again, back with more exciting Lumoa updates! Let’s get started! Thanks for reading!

Start-ups 15

Start-ups Actionable Insights Touchpoint B2B 15

Aquire

AUGUST 30, 2021

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. Focus on high-value touchpoints; for example, when a customer has just finished speaking to someone on your team.

Customer Survey 95

Customer Survey Net Promoter Score Actionable Insights Touchpoint 95

SurveySensum

JANUARY 8, 2024

The decision of when to reach out to customers with survey requests is all about creating a balance between gathering actionable insights and respecting the boundaries of customer patience. SaaS SaaS Touchpoints When to Conduct the Survey? B2B SaaS B2B SaaS Touchpoints When to Conduct the Survey?

B2B 52

B2B Touchpoint NPS Manufacturing 52

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. Customizable metrics to turn raw information into actionable insights . Access to Customer Data Across Teams.

Actionable Insights 93

Actionable Insights Touchpoint Sales Business Growth 93

PeopleMetrics

DECEMBER 12, 2017

While CRMs essentially capture transactional sales data and record details about a customer or account, they do not inherently reveal the customers' true sentiment and perceptions when interacting with your brand at different touchpoints.

CEM 84

CEM CRM Customer Relationship Management VOC 84

SurveySensum

OCTOBER 9, 2024

This is where Enterprise Feedback Management comes in, enabling businesses to streamline feedback collection, management, and analysis from multiple channels across different touchpoints in the customer journey. Configure Feedback Channels : Configure the system to capture feedback across all your customer touchpoints.

Omnichannel 52

Omnichannel Touchpoint Social Media Sentiment Analysis 52

SurveySensum

AUGUST 21, 2024

This makes analyzing and having an accurate understanding of every touchpoint of your customer journey more important than ever. Now when it comes to improving your customer journey, you need to gain insights into each and every possible touchpoint and you can do that with SurveySensum’s robust and intuitive survey builder.

Touchpoint 52

Touchpoint Sentiment Analysis AI Start-ups 52

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. Customer Service is an important, yet reactive and remedial component of your customers’ experience.

CX 71

CX Customer Experience VOC Legal 71

Ameyo Callversations

OCTOBER 28, 2022

In reality, the problem lies with the inability of such businesses to translate data into meaningful and actionable insights. After all, data-driven insights act as the glue that cements personalization, engagement, retention, and other desirable entities to truly woo the customer.

Artificial Intelligence 98

Artificial Intelligence Machine Learning B2C Actionable Insights 98

Intercom, Inc.

JUNE 14, 2022

CRM solutions empower teams to derive real, actionable insights from the massive amounts of data they collect, so that they can market more effectively, respond to customers’ queries, and ensure they’re providing exceptional customer service. . Human teams use this data to refine their sales or marketing strategies.

Customer Relationship Management 118

Customer Relationship Management Customer Relationship CRM Social Media 118