PeopleMetrics

FEBRUARY 4, 2025

This phase is about choosing the right customer touchpoints to measure, ensuring survey distribution is automated, and getting leadership buy-in. Identify a moment of truth a critical touchpoint where experience can make or break customer loyalty. AI isnt a game-changer here.

VOC 62

VOC AI Text Analytics Touchpoint 62

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. More on that later.). No pressure.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

PeopleMetrics

JULY 20, 2020

Start your customer experience feedback program with your most important touchpoint. Begin your customer experience measurement program with the touchpoint that if it does not go well, you will lose that customer. Depending on your Customer Lifetime Value (CLV), this can be a complete game changer.

CX 163

CX CEM Close the Loop Business Administration 163

ECXO

APRIL 29, 2024

Understanding what makes a customer tick can prove to be a game-changer. Here are steps to achieve a mutualism relationship between both: Understand Your Customer’s Journey: Start by mapping out the customer journey to identify key touchpoints where technology can enhance the experience without removing the personal touch.

CX 283

CX Innovation Machine Learning Technology 283

ECXO

AUGUST 21, 2024

They build strong, trust-based relationships with their customers, ensuring that each touchpoint is meaningful and contributes to customer loyalty and satisfaction. Innovate Continuously Innovation is the key to staying ahead in the CX game. This adaptability and commitment to growth are what set them apart. 3.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

SurveySensum

MARCH 5, 2025

Call center text analytics is more than just a tool for analyzing conversations – its a game-changer for improving customer experience, enhancing agent performance, and making data-driven decisions. By analyzing omnichannel feedback , you can: Identify common issues customers face across different touchpoints. Wrapping Up!

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 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. Empathy maps typically include customer demographics, customer goals and needs, customer behavior, customer emotions, customer touchpoints, customer motivations and more.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Execs In The Know

MARCH 21, 2025

The Omnichannel Imperative: Consistency Across Touchpoints Customers dont see channels. Do your data and systems make those transitions feel natural or like a frustrating game of hot potato? Are you still working around old tools, or is it time to make the case for a long-overdue system upgrade? They see one brand.

CX 52

CX Artificial Intelligence AI Omnichannel 52

Gainsight

DECEMBER 18, 2020

Now that you understand that Retention is the name of the game, there are programs and tactics to increase retention. . Improve Customer Engagement and Experience : While your company may have a predetermined customer journey, with expected touchpoints, playbooks, and methodologies, recognize that customers are humans too.

Gaming 59

Gaming Net Promoter Score VOC Education 59

Totango

NOVEMBER 27, 2023

The key is figuring out the critical moments in a customer’s journey when a CSM should step in with strategic advisory and how you can preempt or minimize those instances by creating and utilizing the right digital content and touchpoints. on the aspects of your product that are most helpful to your customers and then doubling down on those.

Touchpoint 111

Touchpoint AI Gaming Innovation 111

Comm100

NOVEMBER 15, 2023

The gaming industry is an ever-evolving behemoth, with innovations, user demographics, and technologies constantly shifting. 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.

Gaming 45

Gaming Omnichannel Entertainment AI 45

Hodusoft

MARCH 15, 2024

Don't Settle for Less: Join our Webinar and Boost Your Revenue Game with Omnichannel CX Suite Magic! HoduSoft’s Omnichannel CX Suite That Can Change Your Revenue Game Do you know? The post Don’t Settle for Less: Join our Webinar and Boost Your Revenue Game with Omnichannel CX Suite Magic! appeared first on Hodusoft.

Omnichannel 52

Omnichannel Gaming CX Touchpoint 52

Intercom, Inc.

FEBRUARY 12, 2020

We all talk a good game about the customer being the most important thing in our business. These sessions revolve around how we can best work together to ensure every customer feels cared for at every touchpoint. But the truth is, as most companies scale, the customer can feel further and further away.

Engineering 193

Engineering Education Actionable Insights Touchpoint 193

Experience Investigators

NOVEMBER 30, 2021

Is there a specific journey or group of touchpoints you want to address? Now that your goals have been defined and communicated, you can dive into specific touchpoints along the way. A great activity to try at this stage is Customer Journey Storyboarding, which can help you identify key touchpoints in a simple, visual way.

Customer Journey Map 133

Customer Journey Map Customer Experience Touchpoint CX 133

Fonolo

SEPTEMBER 29, 2020

To keep you ahead of the game, here are some critical points in your customer’s journey to focus your efforts. You’ll quickly touchpoints where there’s an opportunity to reduce friction for customers. #custserv #cx #cctr Click To Tweet. Speed up your website and app. Offer to call them back.

Customer Experience 141

Customer Experience Contact Center Touchpoint CX 141

InteractionMetrics

NOVEMBER 21, 2024

A Step-by-Step Process to Improve Customer Service If you’re looking for a structured way to improve customer service, follow this proven approach: Take Inventory of Customer Touchpoints Use surveys tailored to specific interactions, whether it’s tech support, warranty issues, or repairs.

Customer Service 52

Customer Service Mystery Shopping Net Promoter Score Customer Journey Map 52

Aquire

AUGUST 4, 2021

Customer journey orchestration is proving a game changer for businesses looking to create seamless interactions and boost customer experience (CX). Every touchpoint blends in seamlessly with the next, leading to a better overall customer experience. This disconnect damages the customer experience. Insightful data.

Touchpoint 98

Touchpoint CX Omnichannel Sales 98

Intercom, Inc.

MARCH 22, 2022

Building customer touchpoints is not the same as building engagement. But with so many teams, channels, and touchpoints within the entire customer journey, how can you ensure that you’re always providing a unified, consistent, and engaging customer experience? Engage across every touchpoint. So, let me cut right to the point.

Omnichannel 129

Omnichannel Touchpoint Sales Engineering 129

Aquire

NOVEMBER 25, 2021

Creating a customer journey map can be a game-changer for your customer experience strategy. According to a study led by Google, if we count all the possible research and interactions before and after a purchase, touchpoints may be anything from 20 (for candy) to 500 (for flights). Think of the last time you purchased an item.

Customer Journey Map 98

Customer Journey Map Social Media Net Promoter Score Touchpoint 98

Fonolo

DECEMBER 12, 2018

To stay at the top of your game in the year ahead, it’s essential to understand larger CX trends and how they are shaping our world and our industry. Social Media as a Contact Center Touchpoint. Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy. Become a contact center super hero in record time!

CX 116

CX Artificial Intelligence Contact Center Machine Learning 116

Gainsight

MARCH 25, 2025

AI solutions for Customer Success will always require a human being at the helm, ensuring customer touchpoints are personalized and strategic. In particular, AI offers CS teams a game-changing capability: real-time customer health insights. However, AI empowers CS teams to make those efforts matter the most they possibly can.

AI 40

AI Touchpoint Gaming Sales 40

Futurelab

JANUARY 31, 2022

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. Digital experience focuses on the interactions at digital touchpoints, and I would add that the user experience overlaps with the digital experience.

Touchpoint 130

Touchpoint Social Media CX Government 130

ClientSuccess

MAY 23, 2019

Company : Game Plan. Cole Sanders, ClientSuccess – How Valued Engagement Touchpoints Help Build a Proactive Customer Success Strategy. The post CSM from the Trenches: Frontline – Shannon Kenedy, Customer Success Manager, Game Plan appeared first on ClientSuccess. Let’s get started with this week’s post! From : Shannon Kenedy.

Gaming 51

Gaming Start-ups Touchpoint 51

ECXO

MAY 11, 2023

They know that CX maturity is not an end game. Create a customer journey map – develop a customer journey map that identifies all touchpoints in the customer journey and analyses each interaction to gain a holistic understanding of what customers go through. In other words, they are truly customer-centric.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Totango

OCTOBER 8, 2019

The goal of closely monitoring customers and gathering data from every touchpoint is to generate proactive engagements. That understanding comes from obsessively collecting customer information, sharing it across teams, and taking targeted action in response. Leveraging Customer Data.

Gaming 60

Gaming Touchpoint Business Growth Customer Loyalty 60

Retently

SEPTEMBER 3, 2024

Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience. While that is not a primary scenario for us, given the low ticket volume, we know that for many companies, this type of survey is a game-changer.

B2B 152

B2B NPS Start-ups Actionable Insights 152

Customer Experience Matrix

JUNE 25, 2015

This was realistic when interactions were limited to a few company-controlled touchpoints. It connects with every touchpoint (including exchanges that deliver external opportunities up for bidding), receives information about each interaction, and returns an optimal message along with the value to bid for the right to deliver it.

Sports 122

Sports Touchpoint Engineering Gaming 122

Totango

JULY 31, 2020

Right Touchpoint, Right Time. Like a good game tutorial, your new user onboarding process should get your customers excited to begin using your product. You can use a segment to identify which customers are taking longer to complete the second milestone and their latest touchpoint. Reduce Friction and Other Engagement Barriers.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

Intercom, Inc.

DECEMBER 8, 2020

This is where automation can be a game-changer for your team and broader business. With Intercom, Team Inbox can offer seamless support across multiple touchpoints – in-app, website, email, social channels – so customers won’t lose their place in line while tending to their priorities. Use automated chatbots for self-serve support.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Execs In The Know

OCTOBER 21, 2024

Let us guide you through these critical touchpoints, ensuring you don’t miss out on the chance to forge lasting relationships, gain fresh insights, and contribute to the vibrant CX community from day one to final farewell. Show Up Early: Start Small to Go Big Arriving early for the Pickleball fundraiser was a game-changer.

CX 97

CX Touchpoint Gaming Start-ups 97

Experience Investigators

NOVEMBER 16, 2021

Collecting feedback to collect feedback is a fool’s game. Customer journey maps, for example, don’t often include feedback requests as actual touchpoints. How can you set up your organization for success when it comes to feedback programs? Here are five ideas. 5 Ways to Make the Most of Your Customer Feedback Program.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

Hodusoft

DECEMBER 26, 2024

They fail to leverage every touchpoint for deeper customer interaction and engagement. Collect feedback at every touchpoint (chat, call, or email) to refine contact center operations. Missed Opportunities for Engagement “Nothing is more expensive than a missed opportunity.” ” This quote by noted American author H.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Retently

DECEMBER 11, 2024

Heres a game-changing stat: just a 5% increase in customer retention can boost profits by 25-95%. The Anatomy of a Perfect CSAT Question Crafting the perfect CSAT question might seem like a small detail, but its a game-changer when it comes to gathering meaningful customer feedback. Its simple, easy, and effective. Thats huge!

Touchpoint 90

Touchpoint Actionable Insights Start-ups Customer Satisfaction 90

Beyond Philosophy

JANUARY 19, 2022

A good example would be the Pokémon Go game. However, Coca-Cola is taking their use of AR and VR beyond traditional entertainment and gaming use into new areas. Video games lead the use cases for the technology now, but following them are engineering, health care, real estate, and live events. . There you have it.

Real Estate 88

Real Estate Entertainment Gaming Technology 88

Gainsight

MARCH 1, 2021

Welcome to our Change the Game in 5 Minutes Series. The score also looks at how many executive communications we have and how many touchpoints with leaders. The post Change the Game in 5 Minutes: How Jamf Scaled to 20M users in 2020 While Maintaining Retention and Health Scores! Nick: This has been great.

Gaming 52

Gaming Construction Customer Relationship NPS 52

Lumoa

MARCH 20, 2018

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. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey." Learn from the best. "

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Retently

JANUARY 13, 2025

Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more. Key Features Survey Deployment : Deploy CES surveys via email, support tickets, website pop-ups, or direct links, ensuring feedback is collected at key touchpoints.

Sentiment Analysis 116

Sentiment Analysis Net Promoter Score NPS Touchpoint 116