InMoment XI

APRIL 23, 2024

Unlocking the Power of AI in CX At the heart of InMoment’s Smartest Actions lies the integration of AI in customer experience technologies. By leveraging AI, businesses can automate processes, optimise interactions, and deliver exceptional experiences that resonate with customers.

Social Media 260

Social Media Insights Feedback Loyalty 260

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services. They serve as the primary point of contact for patients seeking assistance, guidance, or information regarding their health needs.

Contact Center 260

Contact Center Healthcare Insurance Social Media 260

InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Customer Insights 488

Customer Insights Insights White Paper Social Media 488

InMoment XI

MARCH 18, 2024

Bringing all this data together is akin to assembling a jigsaw puzzle, revealing the complete image of customer interactions. By consolidating data from diverse channels, businesses can unlock a fuller understanding of customer preferences, pain points, and behaviours.

Insights 260

Insights Multi-Channel Webinar Social Media 260

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely.

Contact Center 156

Contact Center Technology 2024 Healthcare 156

InMoment XI

FEBRUARY 12, 2024

Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. In short, integrated customer experience is an anti-siloed CX strategy. This alignment can lead to 2.4x

NPS 260

NPS Net Promoter Score Effort Score ROI 260

ShepHyken

DECEMBER 9, 2022

He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before. What do customers expect from contact centers? .

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

Customer Journey 111

Customer Journey Customer Journey Mapping Touchpoint Events 111

InMoment XI

AUGUST 23, 2023

Customer experience transformation refers to the strategic and holistic process by which a business fundamentally reimagines and reshapes its entire approach to interacting with customers across various touchpoints and throughout the customer journey.

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

DECEMBER 15, 2022

It has also changed the way that your customers interact with you. Whether it be a customer, prospect, or non-buyer, every piece of the customer journey looks differently today than it did before the pandemic, particularly when it comes to the digital experience.

Social Media 529

Social Media Metrics Customer Journey 2019 529

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

InMoment XI

JULY 12, 2023

In the modern digital world, it’s by creating a seamless customer experience strategy. It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations. This is called the customer journey.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

TechSee

AUGUST 26, 2020

Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive. However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. How can MX create effortless experience for employees and customers?

Customer Journey 124

Customer Journey Omnichannel Effort Score Multi-Channel 124

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. Dude’s a rock star.

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

inQuba

JUNE 30, 2020

The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them. The traditional tools and methods associated with customer journey mapping are falling short in terms of providing a realistic and up to date view of an individual customer’s journey.

Customer Journey 98

Customer Journey Customer Journey Mapping Touchpoint Consulting 98

COPC

OCTOBER 26, 2023

Finally, we delve into the roles, processes and timelines of creating a customer-facing AI assistant. Understanding AI Terminology Generative AI: These are algorithms trained to predict data sequences based on training information. The fine-tuning process involves human interaction.

Technology 78

Technology Customer Experience Consulting Insurance 78

InMoment XI

JANUARY 30, 2024

That is where customer experience management software comes in. Customer experience management (CXM) software offers several benefits for businesses aiming to enhance their customer interactions and satisfaction such as: Improved Customer Satisfaction: CXM software helps businesses understand customer needs, preferences, and expectations.

Customer Experience Management 295

Customer Experience Management Customer Experience Management Roadmap 295

TechSee

APRIL 28, 2020

In the near term, these experiences will often be centered around immersive technologies such as AR, which has evolved beyond the entertainment space into a powerful customer service tool. Users not mindful of channels: Customers no longer make clear distinctions between e-commerce, stores, mobile, and catalogs.

Customer Journey 124

Customer Journey Multi-Channel Omnichannel E Commerce 124

inQuba

FEBRUARY 3, 2023

Customer Journey Management, which includes orchestration, makes this possible. Customer Journey Management , as we’ve already noted, is the process of discovering and optimizing your customers’ journeys and customers’ interactions with your brand, to improve customer experiences and business outcomes.

Customer Journey 52

Customer Journey Insurance Customer Journey Mapping Touchpoint 52

inQuba

MAY 23, 2022

Demystifying the Next Evolution of Customer Experience. Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. Is Journey Management really important?

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

Experience Investigators by 360Connext

MAY 7, 2024

Why Every CX Leader Needs to Understand (And Have a Basic Strategy About) AI Understanding AI is not just about keeping pace with technology; it’s about leading the charge in innovation and personalization and advocating for customers at the same time. Yet, there are still challenges in unifying data across channels and systems.

Customer Experience 143

Customer Experience Social Media Customer Journey Interaction 143

SurveySparrow

JUNE 27, 2023

Understanding customers can be tricky, but customer journey analytics tools are here to help. They show you how customers interact with your business. This blog is about the ten best tools you can use in 2023 to improve your customer experiences. What is Customer Journey Analytics?

Customer Journey 52

Customer Journey 2023 Multi-Channel Touchpoint 52

Optimove

JUNE 1, 2023

We begin this three-part series with the basics – the intricacies of the modern customer journey – and shed light on its various stages and steps. The (modern) Customer Journey In today’s dynamic e-commerce landscape, understanding the customer journey has become more critical than ever.

Customer Journey 52

Customer Journey E Commerce E-support Marketing 52

CSM Magazine

MAY 16, 2023

Sabio Group has launched a new solution aimed at fuelling an organisation’s digital transformation strategy by surfacing actionable insights from customer interactions. Our Interaction Analytics PoV is the first step in helping them do that.”

Interaction 52

Interaction Webinar Consulting Financial 52

Ecrion

FEBRUARY 20, 2020

Beyond simply identifying your customer’s pain points, you need to understand the motivation behind the customer journey. Tracking, recording, and examining customer behavior provides valuable insight into how clients are interacting (or not interacting) with your brand. What is a Customer Journey Map?

Customer Journey Mapping 103

Customer Journey Mapping Customer Journey Touchpoint Roadmap 103

Quadient

JULY 25, 2022

Customer Journey Analysis in 6 Easy Steps. The customer experience is the sum of all the interactions that a customer has over the life of the relationship with the brand. But more importantly, the emotions, feelings, and perceptions about those interactions. What is Customer Journey Analysis?

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Insurance 52

Kitewheel

DECEMBER 18, 2019

Three predictions that will impact the customer journey in the next year. The art and science of customer journey orchestration has evolved over the past decade. The customer journey matters because the customer experience matters. Brands Will Move from CX Measurement to Journey Measurement.

Customer Journey 52

Customer Journey 2020 Measurement Metrics 52

CSM Magazine

MARCH 6, 2023

Localz , leading experts in customer empowerment technology for the last mile, today announced it has been selected by Lewisham Homes to support and improve its tenants’ experience. ” “We are delighted that Lewisham Homes has selected our technology to improve communication and tracking for its tenants.

Technology 52

Technology Innovation Retail Feedback 52

Interactions

JANUARY 28, 2021

Let’s take a look at Marie Kondo’s method as it relates to the customer experience. Often filled with long waits, disjointed channels, and complicated backend systems, a customer’s path is often a cluttered one. Decluttering the customer journey takes thoughtful evaluation, strategy, and cross-functional collaboration.

Customer Journey 62

Customer Journey Customer Satisfaction Technology Feedback 62

transcosmos Information Systems

FEBRUARY 19, 2021

In our technology-driven world, where the market is highly competitive in segments and customers’ expectations are evolving instantly, personalized, and seamless customer experience is more important than ever. While determining the phases, the major focus should be always on the main goal of the customer.

Customer Journey Mapping 62

Customer Journey Mapping Customer Journey Return on Investment Omnichannel 62

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . You should align your organizational structure to your customer journey .

2021 98

2021 Interaction Net Promoter Score Customer Success 98

Interactions

DECEMBER 10, 2020

We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Technology decisions now drive business strategies as companies shift to the digital world. This could look like technologies to enhance customer support and adding digital touchpoints.

Technology 77

Technology Touchpoint B2C Innovation 77

CSM Magazine

JUNE 24, 2022

Especially if those other people are customers and you are a seller or service provider. Since it’s not OK to grab your customer by the sleeve and demand them to tell all, we are lucky to have a methodology called customer journey mapping. Source: Technology Meets Culture. Paint the picture. For the Linear process.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Presentation Culture 52

Think Customers

FEBRUARY 16, 2021

They want to choose how to customize their products, services, and even the channels in which they interact with brands. To keep up, companies are scrambling to enable more customer experience channels for sales and service. But simply turning on channels or technology isn’t enough.

Customer Journey 52

Customer Journey Contact Center Omnichannel Leadership 52

Quadient

JULY 25, 2022

Customer Journey Map Examples & Templates. Since every customer's journey is unique and every business has unique customer experience (CX) goals, there is no one-size-fits-all customer journey map example. Why are customer journey map examples useful? Types of Customer Journey Maps.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Customers 52

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Brad Davis, Digital Customer Success Manager. The TSIA Interact sessions I attended were all fantastic. Chae Stewart, Digital Customer Success Manager.

Interaction 52

Interaction Customer Success Events 2025 52