Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Discover which level you are on and how you can move up.

2024 64

2024 Connections 2025 Download 64

CSM Magazine

DECEMBER 21, 2021

In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions. The technology tug-of-war. Just as customer expectations reflect a stark contrast of needs and wants, there are conflicting views about how technology supports agents in the contact centre.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

InMoment XI

MARCH 27, 2024

To get ahead, your organization must commit to delivering seamless digital experiences, build a strong foundation for automotive reputation management, and invest in technology that will better engage consumers and make every part of the customer journey pain-free, even long before they set foot in your physical locations.

Automotive 260

Automotive Management Social Media 2024 260

Experience Investigators by 360Connext

JUNE 13, 2023

According to a survey conducted by Getfeedback in 2021 , 20% of CX professionals sit in the operations department under an Information Technology (IT). This can be a successful approach, particularly when organizations value operational efficiency and want to ensure that customer interactions are streamlined across all touchpoints.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

ShepHyken

MAY 19, 2024

From the first touchpoint through the entire lifecycle of an organization’s relationship with its users, the CMO is now responsible for everything that happens to engage, educate, and cross-sell each customer. Download our comprehensive guide today to lead your customer experience strategy with cutting-edge insights and actionable advice.

Article 80

Article 2024 Customer Service Government 80

Optimove

JANUARY 3, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Successful marketers always keep their eyes on the horizon. Develop Unified Customer Profiles Create comprehensive, unified customer profiles that bring together data from various touchpoints.

2025 59

2025 Marketing 2024 Customer Centricity 59

Talkdesk

DECEMBER 17, 2020

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints.

Insurance 106

Insurance Financial Contact Center Touchpoint 106

TechSee

JULY 28, 2022

Download our 2022 State of the Service Market Report to learn more on how to improve your self service stack. #1: Though chatbot AI technology has greatly matured in the last few years, it still struggles to diagnose issues and or show customers how to solve them. It is rapidly becoming a strategic technology in service automation.

2022 109

2022 Interaction Touchpoint Download 109

CloudCherry

JANUARY 18, 2018

–> Identify different touchpoints, be available across all these touchpoints, and start listening to members. DOWNLOAD THE CREDIT UNION E-BOOK! –> Adopting a journey-based approach to managing member experience is the first step towards going omni-channel. Offline experiences do matter.

Touchpoint 225

Touchpoint Financial Banking Feedback 225

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. As every touchpoint of the customer journey becomes a digital touchpoint, the data profile becomes richer and provides more information that helps define CX.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

ChurnZero

APRIL 12, 2022

A CCO can help create a culture that makes the customer a top priority, ensuring that departments work together to offer an elevated customer experience at every touchpoint. For example, your sales and marketing teams may create amazing customer experiences at their own touchpoints, ranging from brand awareness to conversion.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

TechSee

MARCH 5, 2019

Claims processing is a key touchpoint in the customer life cycle, and insurers have only a short window of opportunity to satisfy policyholders. While each claim is different, standardized elements of claims processing can be streamlined with the strategic implementation of new technologies.

Insurance 95

Insurance 2030 Download 2017 95

TechSee

MARCH 7, 2022

The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 . of companies are expected to incorporate customer self service technology. What is Customer Self Service? What is Customer Self Service? By 2025, 50.7%

2025 109

2025 Customer Service Representative Customer Service Strategies Virtual Agent 109

CloudCherry

DECEMBER 1, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. But compiling surveys from multiple branches can be time-consuming and almost impossible without the right technology to help. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. But compiling surveys from multiple branches can be time-consuming and almost impossible without the right technology to help. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

Oracle

OCTOBER 15, 2018

Throughout every customer interaction with a brand’s touchpoint, the customer leaves behind clues as to their mindset. Once you can answer those questions, you can start to make small, iterative changes to your digital touchpoints that slowly improve the whole customer experience.

Touchpoint 190

Touchpoint Consumers Insights Measurement 190

ShepHyken

FEBRUARY 18, 2024

I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. In fact, today it is in a state of constant evolution alongside the development of technologies such as generative AI, automation and personalised computing.

2024 62

2024 Article Customer Service Net Promoter Score 62

Experience Matters

JANUARY 20, 2015

EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. Download report for $195. Texas NICUSA provides support for Texas.gov and implements technology solutions for Texas governmental agencies. TouchPoint Support Services. Download report for $195.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

2020 Research

JULY 18, 2023

Time and again, our clients reap big rewards and find success by following a simple formula: Gain a comprehensive understanding of every touchpoint a customer encounters with their brand. The reason behind this accelerated growth is simple – CX research delivers exceptional return on investment.

User Experience 52

User Experience Return on Investment Innovation Touchpoint 52

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

This is especially important with technology products, Do-It-Yourself solutions, and anything else that could be new to the customer. Work with your content strategy to align with your customer’s overall experience, not just the specific touchpoint or transaction. . Overlooked moment #3: Education where customers need it.

Customer Journey 373

Customer Journey Reference Customer Journey Mapping Brands 373

ViiBE Blog

JANUARY 19, 2022

Download now 2. This too leads to a lot of tension between the manager-agent and affects their relationship. To avoid this, companies can implement visual assistance that will directly connect employees in one click with no download needed to assist the customer in the after-sales process. 5 Remote work challenges 2.1.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

Kustomer

NOVEMBER 16, 2021

This technology creates an immersive experience enabling a brand, customer service agent, and consumer to feel empowered through personalized connection. This kind of technology not only provides countless opportunities for an enhanced customer experience, it can provide a comprehensive and versatile service department.

Customer Service 59

Customer Service E Commerce E-support Touchpoint 59

ShepHyken

SEPTEMBER 21, 2020

You’ll have to download the report, and when you do you’ll get eight ideas on how to turn your customer support center into a revenue generator. 3 Employee Experience Touchpoints That Impact Customer Experience by Jeannie Walters. And, who doesn’t want that! My Comment: Want to meet – and even exceed – your customers’ expectations?

Article 94

Article 2020 Customer Service Employee Experience 94

Kustomer

JUNE 27, 2022

In order to keep up with increasing consumer expectations, companies need to invest in a modern customer relationship management (CRM) tool that offers both human support and AI technology to provide a personalized hybrid customer experience. Kustomer has conducted extensive research exploring trends in customer experience.

Consumers 104

Consumers Customer Experience Social Media Poor Customer Service 104

Kustomer

JANUARY 7, 2022

Chatbots, FAQ pages and downloadable product manuals serve to empower the customer with self-service options that provide swift answers to questions and unburden team members, allowing them to dedicate time to more complex issues. Dedicated self-service software tools are powerful allies for your customer service agents.

Social Media 98

Social Media E Commerce Omnichannel Multi-Channel 98

Talkdesk

DECEMBER 17, 2020

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints. CX strongly influences customer allegiance.

Insurance 53

Insurance Financial Contact Center Touchpoint 53

Quadient

JULY 25, 2022

One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints. Another term that is often used interchangeably with journey mapping but is definitely not the same thing: touchpoint mapping. Identify unnecessary touchpoints. What is Customer Journey Analysis?

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Insurance 52

CSM Magazine

FEBRUARY 11, 2020

New report further establishes the need for building seamless customer experiences across all channels and touchpoints. Click here to Download a copy of the UJET report: Optimizing Channels for Customer Support. UJET Inc. , The importance of delivering a branded, VIP-like customer experience is more important than ever. Methodology.

E Commerce 64

E Commerce E-support Transportation Insights 64

Gainsight

DECEMBER 8, 2022

Ask Yourself: Can This Be a Digital Touchpoint? Ometria introduced more digital-led touchpoints leveraging Zendesk adjacent to Support creating a Success Hub for its tech touch customers with the intention of strategic guidance, enablement materials, and quarterly product roadmap materials hosted there. . Download our guide!

Customer Success 52

Customer Success Roadmap Touchpoint Customers 52

Kustomer

JUNE 3, 2020

Until now, the omnichannel, cloud-based, 360-degree customer view-enabled contact center was mostly a pipe dream, touted by technology vendors and thought leaders, with a majority of businesses falling short of this gold standard. Treat Every Customer Touchpoint as a Potential Data Source. Download CCW Report.

Contact Center 52

Contact Center 2025 Omnichannel Touchpoint 52

Calabrio

FEBRUARY 16, 2017

Gartner analyst Jake Sorofman states, “marketing often funds these cross-functional CX initiatives, sets the strategy, and designs the desired-state experience itself—and, in many organizations, owns and controls a growing preponderance of customer touchpoints.” Customer-centricity shines a spotlight in the contact center. Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). It’s now the main — and often only — human touchpoint for banks and their customers. And shift we did.

Banking 52

Banking Net Promoter Score Contact Center Average Handle Time 52

NICE inContact

OCTOBER 17, 2019

Much has been written about the growth of self-service technologies, like mobile apps and chatbots. It’s a good reminder to businesses to stay focused on all their service channels and take advantage of every touchpoint to delight their customers. Download your copy today. But what options should businesses offer?

Contact Center 48

Contact Center Social Media 2019 Touchpoint 48

Kustomer

JUNE 7, 2022

They ensure their stellar shopping experience is supported across every customer touchpoint, especially support. The volume, velocity, and variety of customer data today overwhelm organizations without the technology, processes, and operational capabilities to integrate siloed data and personalize communications.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

Quadient

JULY 25, 2022

Current state journey map example (Insurance prospect): Learn how your prospects experience your company by mapping their current touchpoints to a sale and identifying reasons for drop off. Comprehensive visualization lets every employee experience a journey as a customer does, linking each touchpoint of the lifecycle in a global map.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Customers 52

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. We’ve made our report available to you as a free download. We live in an omnichannel customer service world now. But the evolution isn’t complete yet, and it probably never will be.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Qualtrics

DECEMBER 2, 2020

A modern technology experience drives productivity and helps employees feel valued. Take these three steps to introduce new technology at your organization. What would you – nay, any of us – have done without video communication technology during COVID-19? People expect the same great experiences from their workplace technology.

Technology 26

Technology Feedback Employee Experience Engagement 26