Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll find the answers below helpful on your path to journey management. Discover The Journey. Design The Journey.

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Webinar Management Touchpoint Telecommunications 83

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Managers.

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Webinar Management Touchpoint Customer Journey 54

Gainsight

MARCH 9, 2022

Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing. Prioritizing Customer Journey Metrics.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

SurveySparrow

AUGUST 28, 2023

A positive SaaS customer experience involves: Seamless onboarding Responsive support Personalized interactions Consistent value delivery , throughout the customer journey. Imagine you’re a marketing manager at a bustling digital agency. Let’s break it down with an example.

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

Totango

JUNE 8, 2021

You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. How do you measure engagement rate? It’s very interesting.

Customer Journey 117

Customer Journey E Commerce Webinar Communication 117

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Managers.

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Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Managers.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

Education Services Group

SEPTEMBER 4, 2018

The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. Pivoting for Proactive Customer Success ( Dana Soza ). “At

Customer Retention 49

Customer Retention Measurement Management White Paper 49

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey. improvement in year-over-year customer referrals.

Customer Journey 44

Customer Journey Effort Score Webinar Social Media 44

GetFeedback

JULY 19, 2019

These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Communicate how you will measure success. Will VoC feedback help you live up to your customer experience mission and brand promise? Can you start a VoC program without a customer journey map?

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. Watch the webinar to get the full inside scoop! How to Win the “Make or Break” Moments in the SaaS Customer Journey.

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Webinar Metrics Touchpoint Customer Journey 493

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . Click here to know more about the customer journey .

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. How can you get the most out of journey-level data?

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Measurement White Paper Customer Journey Document 40

inQuba

SEPTEMBER 1, 2020

At inQuba we’ve seen the impact of the new reality on customer mindsets and business success, as well as the importance of CX professionals levelling up and establishing a cohesive framework that will help them to survive and thrive. Customer journeys need to be orchestrated and optimised rather than accepted for what they are.

Management 52

Management Customer Journey Consumers ROI 52

Kitewheel

MAY 1, 2019

We’ve discussed how marketers can impact the customer journey by providing them with the next best experience, through personalization, and more. But how can you know that your customer journey efforts have been successful? How Can Marketers Use Journey Analytics? Determine Which Metrics Matter.

Measurement 45

Measurement Marketing Social Media Customer Journey 45

Second to None

MAY 8, 2018

Emphasizing the customer journey is key to planning an email marketing strategy that yields similar results. There’s a lot of distracting content online, and sustaining a customer’s attention long enough that they make a purchase is difficult. How an Email Marketing Strategy Enhances the Customer Journey.

Customer Journey 59

Customer Journey Brands Marketing Return on Investment 59

Playvox

FEBRUARY 27, 2024

Generally, engaged workers care about their performance and the performance of the company and feel that their efforts make a positive impact on customers. A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice.

Engagement 73

Engagement Contact Center Culture Metrics 73

COPC

JUNE 9, 2023

So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

Gainsight

MARCH 12, 2024

One main topic of discussion that is getting a lot of attention in the CS space is how Customer Success can be more of a revenue-generating department. It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc. Revenue lost from churn is never fun to see.

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Customer Success ROI Webinar Metrics 52

Feedbackly

OCTOBER 19, 2023

The customer satisfaction survey (CSAT) is a known Customer Experience metric that simply put, helps to measure your customers’ satisfaction level with your product or service. Customer satisfaction is like the cherry on top for any brand. This is where CSAT surveys come into use. What is a CSAT Survey?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Metrics NPS 52

Gainsight

MARCH 26, 2024

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line. Filley’s first priority was understanding the health of the customers in her book of business.

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Customer Success Document Webinar Metrics 52

Alliance by IFS

MARCH 6, 2019

Watch the Aberdeen on-demand webinar ‘State of Service 2019’ to learn what it takes to be a best-in-class service leader. But with technological advancements and customer demand in new and consistent experience across multiple different channels (e.g., The role of knowledge management in service excellence.

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Webinar 2019 CEM Customer Satisfaction 36

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. What do we want it to measure for us?

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Omnichannel Insights Customer Journey Mapping Touchpoint 83

Kerry Bodine

JULY 31, 2018

This morning I delivered a webinar called The Business Case for Service Design , part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. I started out by sharing a Venn diagram with my thoughts on the relationship between User Experience, Customer Experience, and Service Design. Isn’t UX a superset of CX?

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Webinar Customer Journey Mapping 2013 2012 48

Heart of the Customer

DECEMBER 18, 2014

Effort is the bane of your customer experience. ” But is customer effort the right measurement to use? The CEB created the Customer Effort Score (CES) as a transactional measurement. Unfortunately, they haven’t taken the next step to call it the Customer Easy Score, which is much more fun to say.

Effort Score 138

Effort Score Customer Journey Mapping Net Promoter Score Webinar 138

Lithium

JANUARY 28, 2020

Community management is a pretty fast-paced and ambiguous job. In order to help all of our fellow Community Managers out there, from novices to experts, we put together a list of our favorite articles in Atlas. Starting Out on the Community Journey. Starting Out on the Community Journey. Community, Everywhere Webinar.

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Webinar 2019 2020 Measurement 52

Lithium

JANUARY 28, 2020

Community management is a pretty fast-paced and ambiguous job. In order to help all of our fellow Community Managers out there, from novices to experts, we put together a list of our favorite articles in Atlas. Starting Out on the Community Journey. Starting Out on the Community Journey. Community, Everywhere Webinar.

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Webinar 2019 2020 Measurement 52

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

COPC

FEBRUARY 15, 2023

Webinar: Service Journey Thinking Learn our comprehensive approach to helping brands improve customer satisfaction and loyalty throughout the service journey. Watch the Service Journey Thinking Webinar Understand Drivers & Expectations It is best first to understand what prompts customers to contact you.

E-support 85

E-support Webinar Competitive Advantage Loyalty 85

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. While your customers should find familiarity in their interactions with your company, the relationship should never stagnate. Thanks to its expansive nature, CX strategies are constantly in flux.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Gainsight

JANUARY 18, 2024

Organizations have turned to customer experience to stand out. With a top-level CX strategy, the entire customer journey becomes distinctly you—distinctly your brand. Customer experience focuses on the relationship between a business and its customers. How’s Learning Impacting the Customer Experience Tech Stack?

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2023 Touchpoint 2010 Advertising 52

ChurnZero

AUGUST 14, 2020

We stick to our circle of competence and focus on our area of expertise: Customer Success software. Not product management. It’s Customer Success for us. Use these essential integrations for Customer Success software to fully wield the power of your customer data and create more enlightened customer experiences. .

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

ChurnZero

JUNE 21, 2019

Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer. To explore this topic, we hosted a well-attended webinar with Kia Puhm from the DesiredPath Inc. In the webcast we discussed how to measure and monitor revenue across the entire customer lifecycle.

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Webinar Measurement Customer Success Metrics 73

CSM Magazine

FEBRUARY 3, 2022

When Calabrio invited CX Consultant and Practitioner Clare Muscutt to present at a recent webinar, she asked delegates about the state of digital transformation for customer service in their organisation. Define – use all the data you have for customer journey mapping. A big opportunity to do things differently.

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Customer Journey Mapping Webinar Customer Journey Employee Experience 52

BirdEye

MARCH 17, 2023

It’s a high-level overview of your online conversations with the purpose of identifying trends, measuring sentiment, and studying consumer behavior. Social monitoring is considered more micro because you are assisting customers on a case-by-case level. How is social listening measured?

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Social Media Feedback Insights Brands 98

CSM Magazine

JULY 21, 2023

They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues.

Customer Insights 52

Customer Insights Insights Social Media Webinar 52