Forrester's Customer Insights

OCTOBER 25, 2021

Last week Genesys announced its acquisitions of Pointillist and Exceed.ai and by doing so inherited tools for customer journey and data unification and analytics, and conversational AI chops in sales and marketing. Genesys is […].

Contact Center 26

Contact Center Customer Journey Sales Customers 26

Pointillist

MARCH 20, 2020

Next, they use Pointillist to analyze the direct impact of different CX issues on customer churn. So, the team uses Pointillist to uncover two specific internet issues that have the highest impact on churn and are responsible for the most lost revenue.

Customer Journey 70

Customer Journey Insights NPS Banking 70

Pointillist

SEPTEMBER 28, 2021

A recent Pointillist study found that 41% of companies say they capture improvements in metrics like NPS and satisfaction, but are challenged to translate that into revenue or costs. The analysts use Pointillist to uncover the journeys that most frequently result in agent-supported contacts.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. 5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! NPS, CSAT, FCR, Health / Effort Score, etc.)

Metrics 62

Metrics Management ROI Effort Score 62

Strativity

AUGUST 18, 2017

Examples of providers in this segment include Kitewheel and Pointillist. . Journey Orchestration tools help apply customer-level data from multiple systems to drive real-time interventions and optimizations in the CX (e.g., next best offer). They focus on individual-level CX delivery rather than on defining and understanding the journey.

Customer Journey 40

Customer Journey Technology Touchpoint Customer Centricity 40

Pointillist

MARCH 20, 2019

The post How to Calculate Customer Experience ROI appeared first on Pointillist. Are you measuring customer experience ROI in your organization? Share your experience in the comments below.

ROI 59

ROI Customer Experience Banking Call Center 59

Pointillist

SEPTEMBER 18, 2019

Pointillist recently surveyed over 700 CX, marketing, and analytics professionals worldwide to find out more about the challenges and priorities, metrics and KPIs, and strategies and tactics that separate top performing CX teams from the rest. Agile Data Fusion is a unique approach developed by Pointillist.

Customer Journey 84

Customer Journey ROI Multi-Channel Touchpoint 84

Pointillist

JULY 25, 2018

How the Pointillist Customer Journey Analytics Platform Enables Smooth Data Integration. Raw data can be sent directly to Pointillist without requiring aggregations or roll-ups of any kind. Pointillist can handle data in all forms, whether it is in tables, excel files, server logs, or 3rd party APIs.

Customer Journey 93

Customer Journey Events Metrics Government 93

Pointillist

NOVEMBER 18, 2021

A leading health insurance provider uses Pointillist to identify causes of a decline in the transaction approval rate for their flexible payment product. Using Pointillist, she sees that the decrease in approvals is linked to an increase in self-service chatbot usage and FAQ pageviews. Fred Reichheld and Satmetrix Systems, Inc.

Customer Journey 45

Customer Journey Contact Center Metrics Roadmap 45

Pointillist

APRIL 26, 2018

The post How to Create a Single Customer View to Deliver Better Customer Experience appeared first on Pointillist. By integrating all of your customer data, a single customer view provides you with the right launchpad to become truly customer-centric and reap its rewards.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Pointillist

NOVEMBER 29, 2018

To test this hypothesis they calculate NPS within the context of three customer journeys using the Pointillist customer journey analytics platform. Once the data sources are integrated, the Pointillist journey analytics platform automatically matches the data associated with a specific person across events and sources.

NPS 45

NPS Net Promoter Score Banking Customer Journey 45

Pointillist

AUGUST 14, 2018

Top Telecom Provider Rapidly Quantifies ROI with Pointillist. They needed sophisticated analytical features in a short time and hence employed the Pointillist customer journey analytics platform. The post How to Successfully Implement Customer Journey Analytics – Part 2 appeared first on Pointillist. A large, top 5 U.S.

Customer Journey 41

Customer Journey Metrics Measurement Touchpoint 41

Pointillist

JULY 25, 2018

How the Pointillist Customer Journey Analytics Platform Enables Smooth Data Integration Raw data can be sent directly to Pointillist without requiring aggregations or roll-ups of any kind. Pointillist can handle data in all forms, whether it is in tables, excel files, server logs, or 3rd party APIs.

Customer Journey 43

Customer Journey Events Metrics Government 43

CX University

JANUARY 14, 2019

Pointillist: Customer Journey Analytics. Pointillist expedites customer journey analytics by automating schema definition, customer identifier matching, and fixed field mappings, helping businesses create unified customer profiles without much more easily. Holistic customer experience.

Customer Experience 108

Customer Experience Marketing 2018 Customer Journey 108

Pointillist

NOVEMBER 11, 2019

A retail bank uses Pointillist to track contact resolution across service channels. The post Why First Call Resolution is the Most Important Call Center Metric appeared first on Pointillist. Over a three year period, about 10 million credit card customers who missed a payment were levied a late fee.

Call Center 74

Call Center Metrics Multi-Channel Banking 74

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

Customer Journey 89

Customer Journey Measurement Management NPS 89

Pointillist

JULY 5, 2019

Example: A Retail Bank Uses Customer Journey Analytics Platform to Make NPS Actionable A retail bank successfully used the Pointillist customer journey analytics platform to measure NPS for specific customer journeys, so they could identify and prioritize areas for CX improvement. Watch the video below to see how they did it.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Pointillist

FEBRUARY 19, 2018

The post The Role Of AI In Customer Experience appeared first on Pointillist. With some imagination and application, artificial intelligence can and will enhance every aspect of customer engagement.

Customer Experience 111

Customer Experience Touchpoint Customer Journey Multi-Channel 111

Pointillist

JUNE 7, 2021

Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations. The post 2021 Survey: The State of Journey Management & CX Measurement appeared first on Pointillist.

Measurement 71

Measurement 2021 Management Omnichannel 71

Pointillist

MAY 19, 2020

Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. The post Report: The State of Customer Journey Management and CX Measurement in 2020 appeared first on Pointillist.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Pointillist

DECEMBER 10, 2019

The post The Importance of Customer Lifetime Value for CX Leaders appeared first on Pointillist. Using this insight helps CX leaders determine actions that will ultimately increase or decrease lifetime value.

NPS 111

NPS Customer Journey Net Promoter Score Metrics 111

Pointillist

JANUARY 19, 2022

The post Customer Journey Measurement: The Essential Guide appeared first on Pointillist. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Customer Journey 75

Customer Journey Measurement Net Promoter Score Metrics 75

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. By Steve Offsey. And it’s still misunderstood by too many, because it is a way of driving continuous measurable change.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Pointillist

JUNE 6, 2018

The post Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP appeared first on Pointillist. Artificial intelligence will truly transform every aspect of customer engagement. ( To learn more about Annette, visit her website at www.cx-journey.com journey.com ).

Customer Experience 40

Customer Experience Chief Customer Officer Customer Journey Mapping Metrics 40

Pointillist

APRIL 17, 2019

The post Customer Data Analytics: How to Select the Best Tool for Your Needs appeared first on Pointillist. Choose your customer data analytics solution wisely!

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51

Pointillist

SEPTEMBER 26, 2018

The post 5 Powerful Ways to Use the Customer Experience Metrics You Already Collect appeared first on Pointillist. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

Pointillist

MARCH 1, 2019

The post How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help appeared first on Pointillist.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 22, 2018

The post 5 Essential Steps to Find Upsell and Cross-Sell Opportunities With Journey Analytics appeared first on Pointillist. By taking a journey-based, data-driven approach, both B2C and B2B companies can find new cross-sell and upsell opportunities that increase revenue, retain customers and build customer loyalty.

Customer Journey 71

Customer Journey Hotels Touchpoint B2B 71

Pointillist

JANUARY 25, 2019

The post The Definitive List of 27 Call Center Metrics and KPIs appeared first on Pointillist. With the right mix of call center KPIs, you can ensure that your organization is maximizing operational efficiency, while never losing sight of customer expectations.

Call Center 75

Call Center Metrics Definition Net Promoter Score 75

Pointillist

DECEMBER 27, 2018

The post How to Improve Customer Intelligence With Journey Analytics appeared first on Pointillist. Journey analytics can make this possible by analyzing millions of data points across multiple channels and improve customer intelligence to make it truly indispensable for your organization.

Customer Journey 53

Customer Journey Social Media Touchpoint Call Center 53

Pointillist

MAY 23, 2018

The post How to Pick the Best Customer Journey Analytics Platform for Your Needs appeared first on Pointillist. Now you’re ready to evaluate individual customer journey analytics platforms based on your unique set of priorities.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Pointillist

JUNE 15, 2018

The post 10 Steps to Immediately Improve Customer Retention With Journey Analytics appeared first on Pointillist. More importantly, it should be tailored to each individual customer and their unique customer journey.

Customer Retention 110

Customer Retention Loyalty Programs Customer Journey Loyalty 110

Pointillist

MARCH 1, 2019

The post How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help appeared first on Pointillist.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40

Pointillist

OCTOBER 22, 2018

The post 8 Uses of Artificial Intelligence to Boost Customer Experience Measurement appeared first on Pointillist. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Pointillist

MAY 28, 2020

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Customer Journey 145

Customer Journey Management Customers 145

Pointillist

AUGUST 26, 2019

Example: A Retail Bank Uses Journey Analytics to Prioritize Customer Experience Improvements A retail bank uses the Pointillist customer journey analytics platform to measure NPS for specific customer journeys, so they can identify and prioritize areas for improvement. Pointillist AI Provides Actionable Insights to Improve Your NPS Scores 4.

NPS 79

NPS Net Promoter Score ROI Measurement 79