2021 Customer Insights ROI Touchpoint 
ShepHyken
DECEMBER 4, 2020
When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI. As we have seen, if you do just one thing for experience, in a vacuum, absent of strategy, you are likely to generate more dissatisfied customers than if you had done nothing.
Gainsight
SEPTEMBER 8, 2020
Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. Another pressing problem plaguing customer success? How to manage and operationalize scale. . Journey Orchestrator. Gainsight PX.
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ChurnZero
AUGUST 21, 2020
So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success. “The
Pointillist
JUNE 7, 2021
In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. High performers are more effective at integrating and taking action on their cross-channel customer data.
Currency Alliance
NOVEMBER 17, 2020
2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The functionality in loyalty systems is being broken up.
SmartKarrot
DECEMBER 9, 2020
The COVID-19 pandemic forced companies to cater to customer experience in a whole new aspect. Customer experience has become a top priority for businesses and more so in 2021. This is because customer experience has become the deciding factor for customers to choose whether they want to be associated or not.
Currency Alliance
DECEMBER 17, 2019
This has mostly been via low-investment, tactical approaches that increase ROI, and educate the C-suite regarding long-term strategic value. Top priorities remain: getting all your customer data in one enterprise CRM. incentivizing more touchpoints so that you can build emotional loyalty. Do more with customer data in 2020. >Data
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