Kerry Bodine

AUGUST 1, 2020

Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. Webinar overview. Journey mapping has reached fever pitch in the customer experience world. What are the key responsibilities and challenges of Journey Managers? Register here !

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InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. The former is interested in counting dollars and profitability and the latter with measuring metrics. Tip #2: Tell Stories.

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SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. A positive SaaS customer experience involves: Seamless onboarding Responsive support Personalized interactions Consistent value delivery , throughout the customer journey.

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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? Watch the full webinar here.

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GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. 1: map your customer journey. How do we begin?

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InMoment XI

JULY 4, 2022

You need to be measuring and managing customer journeys , not just transactional data, so that you can improve on the customer experience as a whole. It is also important to know how your potential customers are feeling and what changes you can make to convert them. 4: Don’t Stop.

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Kitewheel

JUNE 3, 2020

To advance the customer journey at your business, you need to know how your systems are performing in the present. Especially when things change rapidly, as they did in the first few months of 2020, finding answers to customer journey questions like “What are the paths our customers are taking?”

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West Monroe

JUNE 28, 2022

West Monroe recently hosted a webinar with some of the top customer experience leaders in the software industry—Salesforce, Anthology, Palo Alto, Celonis, and Momentive joined us—to discuss how their companies leverage digital innovation to deliver customer experience at scale. Featured Content.

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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.

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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. The Trade-offs Between Quant & Qual Customer Research. Can we have nested journeys? Like exercising, doing something (anything!)

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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 Measurement.

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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?

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Kerry Bodine

JUNE 2, 2015

Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. With a current-state journey map , you can: 1. And stay tuned!

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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 Measurement.

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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 Measurement.

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Webinar Management Touchpoint Customer Journey 48

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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Experience Investigators by 360Connext

MAY 11, 2021

Everyone in the organization should understand what customer experience your brand aspires to deliver, and their role in achieving that. The strategy is about what leaders are involved where, and what actions and plans are required to deliver on the promises made throughout the customer journey. What Should CX Technology Do?

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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 .

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Feedbackly

DECEMBER 2, 2022

CX metrics have helped brands understand their customers and improve their customer journey accordingly. In the 1990s, the hallmark of fabulous customer experience was pinned to a great product or service. Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy.

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Experience Investigators by 360Connext

APRIL 28, 2020

Brands that are actively promising safety measures, for example, are building on trust when customers see those measures are part of the experience, not just talk. Many have sent emails about those measures, but talk is cheap. Customers are trusting those who are living up to that promise. Click To Tweet.

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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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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.

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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.

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GetFeedback

DECEMBER 2, 2019

It costs five times more to sell to a new customer than to sell to a happy one. Start with measuring your CSAT score as outlined by GetFeedback. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. The first step toward any improvement is understanding where your customers are today.

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ROI Customer Satisfaction Loyalty Measurement 195

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

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Gainsight

MARCH 12, 2024

These questions, plus more, were answered by Riccardo Composto, Senior Director of Customer Success at Sitecore , during our recent webinar, Transforming CS Into a Lead Gen Powerhouse. These insights can lead to finding more expansion revenue, improving customer retention, and predicting customer churn.

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SurveySparrow

DECEMBER 24, 2023

Here are some relational customer experience surveys you can roll out: Customer Effort Score Survey Customer Onboarding Questionnaire Read More: Transactional NPS vs Relational NPS 3. Customer Journey Surveys How do they align? A classic Customer Satisfaction Score (CSAT) question measures immediate satisfaction.

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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?

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Gainsight

FEBRUARY 26, 2024

Today’s customers expect a seamless omnichannel experience as they move from onboarding to product adoption to renewal—and it’s critical to lead them to value quickly to ensure your product becomes sticky along the way. Here’s a look at how to drive adoption with digital user journeys.

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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. In fact, 78% of best-in-class service leaders provide employees with real-time views of customer journey. How to build and maintain a workforce to effectively address customer needs.

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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.

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Solvvy

SEPTEMBER 7, 2022

We spoke with Mahesh Ram, the founding CEO of Solvvy and Head of Digital Customer Experience at Zoom, to talk about how AI-powered tools are helping create the kinds of customer experiences that drive business growth through a seemingly simple concept— happiness. >>Watch >>Watch the replay of the webinar here.<<

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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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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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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. Firstly, different types of AI solutions cater to specific use cases.

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PeopleMetrics

FEBRUARY 25, 2021

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. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

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Roadmap Management CEM Customer Experience Management 108

Gainsight

MARCH 26, 2024

She jumped into Customer Success from the world of Finance, and she has brought her unique perspective to bear in helping FloQast’s clients achieve their goals. Now that she’s officially a Customer Success veteran, Filley’s frontline experience has left her with key insights and strategies to succeed as a CSM.

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