2016 Customer Journey Loyalty Return on Investment 
OpinionLab
NOVEMBER 1, 2016
Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.
Alida
MARCH 21, 2018
Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Relationships bring better customer experiences.
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OpinionLab
NOVEMBER 1, 2016
Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.
Eptica
MAY 25, 2016
Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt.
ijgolding
FEBRUARY 20, 2017
If an organisation is to invest any time, resource and investment into the way it manages its interests, then it is quite right to have an understanding of the return on investment into all approaches taken. They announced that poor customer service cost them £7 MILLION in 2016 – astonishing.
Amity
FEBRUARY 9, 2016
Unlike traditional business models, for a SaaS business, the customer journey beings with the purchase. This can be done by maintaining your customer’s expectations of your product and fostering loyalty. But what if your customers aren’t renewing? not just the easy ones.
ijgolding
MAY 3, 2016
It is a joy to write about Customer Experiences that quite literally WOW us; that send tingles down our spine; that can sometimes bring a tear to the eye. The 1 st May 2016 was my Grandma’s 102 nd birthday. One particular customer touched by a magical moment was so moved; he decided to reinvest some funds into the company.
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