InMoment XI

DECEMBER 30, 2021

And they also answered a few questions from CX professionals throughout the presentation. The Four Touchpoints in the SaaS Customer Journey Taking Immediate Action: Sustainable Strategy for Customer Follow-up Taking Strategic Action: Insights from Touchpoint Data.

Webinar 493

Webinar Metrics Touchpoint Customer Journey 493

InMoment XI

APRIL 3, 2023

In the spirit of sharing insights for those who couldn’t attend or want to revisit my key points, I’m here on the InMoment blog to briefly recap my presentation! only hearing from one type of customer), or a lack of actionable insights. Sometimes surveys are not the proper listening methodology for a given touchpoint.

Touchpoint 260

Touchpoint Customer Centricity NPS Feedback 260

InMoment XI

FEBRUARY 24, 2022

How can you take the invaluable insights your CX team is discovering and translate it into meaning that executives will understand and act on? The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? When you’re presenting a business case, the goal shouldn’t be complexity.

Metrics 493

Metrics ROI Presentation Webinar 493

InMoment XI

FEBRUARY 1, 2024

Spotlight, by InMoment, turns diverse data streams into valuable insights companies can use for their strategy. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. It’s been the change clients in various fields have relied on.

Social Media 260

Social Media Insights Metrics Loyalty 260

InMoment XI

FEBRUARY 7, 2024

Here are some of the main feedback signals: NPS Surveys Call Center Data Reviews Social Insights/Spotlight Integrated CX platforms have the power to interpret these varied, disparate signals into a unified view. Hotels can then leverage these insights to elevate guests’ experiences before, during, and after their reservation.

Hotels 260

Hotels Guest Experience Travel 2024 260

InMoment XI

OCTOBER 20, 2022

Providing colleagues with valuable insight and giving them recognition leads to better employee experience and engagement, which in turn leads to a greater customer experience. The importance of closing the loop with customers and gaining actionable feedback was mentioned in nearly every presentation we heard!

Customer Experience 529

Customer Experience Culture Workshop Omnichannel 529

Experience Investigators by 360Connext

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. Generative AI can also deliver recommended messaging based on these predictive customer insights. Now, we have ways to include their “voice.”

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Imagine a world where every piece of customer data, every interaction, and every feedback converges, creating a tapestry of insights. This is where actionable insights come into play.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Speaking of data…any type of business strategy requires incorporating key data and analysis to get to the insights, improvements, and priorities in a plan. Often, CRM systems are the tools used to track important customer data and feedback metrics.)

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

InMoment XI

NOVEMBER 20, 2023

AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience. Another way AI is changing the customer experience realm is the detection of customer feedback themes to condense the main issues facing customers and present them back as valuable insights to improve.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

SurveySparrow

SEPTEMBER 9, 2023

It encompasses every touchpoint and interaction a customer has, from the first encounter with the product to the final usage or purchase. Imagine running your business without proper insights into how your customers are experiencing your products. With solid data in hand, you can make informed decisions backed by real insights.

Insights 52

Insights User Experience Interaction Feedback 52

InMoment XI

MARCH 27, 2024

This is a valuable source of insight into how your company can deliver experiences that reflect the lives of their customers. With these insights in place, your organization can make the transition from digital strategy guesswork to streamlined research processes and personalized, customer-centric marketing.

Automotive 260

Automotive Management Social Media 2024 260

SurveySensum

JUNE 15, 2023

Capture customer sentiment consistently across different touchpoints. Use a CLEAR RATING SCALE that is easy to understand and provides meaningful insights. Ask OPEN-ENDED QUESTIONS to capture qualitative feedback and gain deeper insights. By following these best practices, your CSAT surveys can yield valuable insights.

Insights 52

Insights Customer Satisfaction Feedback Telecommunications 52

InMoment XI

SEPTEMBER 14, 2023

While brand image is the way a brand presents itself to the world, brand reputation relates to brand reception and is how the world perceives the brand based on their experiences and the information available. It’s essential to differentiate between brand image and brand reputation.

Brands 260

Brands Management Social Media Feedback 260

SurveySensum

DECEMBER 29, 2023

Patient Feedback Patient feedback serves as a beacon, providing invaluable insights that illuminate the path toward refining operational strategies within healthcare settings. Harnessing patient insights allows healthcare providers to tailor their approaches, fine-tune services, and amplify patient-centric care.

Insights 52

Insights Healthcare E-support Demo 52

ShepHyken

AUGUST 31, 2023

Your customer journey refers to the path that your customers take as they interact with your brand at different touchpoints. Optimize this journey, and growth is well within your grasp. Customer journey mapping illuminates touchpoints that present perfect opportunities for collecting customer feedback.

Customer Journey 127

Customer Journey Customer Journey Mapping Net Promoter Score E Commerce 127

GetFeedback

JULY 19, 2019

Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints. Unlike a customer touchpoint, a customer journey has a beginning and an end.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

InMoment XI

MARCH 6, 2024

By claiming ownership of specific pages on online channels where your brand is present, you can more easily listen and respond to existing and potential customers. Using information from customer feedback, companies can gain valuable insights essential to improving their brand, products, services, and overall customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Oracle

APRIL 24, 2019

It sheds light on the whys and wherefores regarding the events and trends in a company’s consumer ecosystem in order to provide the business with actionable insights for more effective CX strategies. This brings us to customer touchpoints and specific transaction data stemming from them. How it works.

Insights 82

Insights CEM Reference Touchpoint 82

CX University

MARCH 11, 2024

By leveraging best practices in omnichannel data analysis, organizations can gain valuable insights into the impact of their marketing efforts across various touchpoints, leading to more informed decision-making and optimized strategies.

Omnichannel 52

Omnichannel Touchpoint Measurement Metrics 52

InMoment XI

MARCH 4, 2024

5-Point Likert Scale: In this scale, respondents are typically presented with a statement and five response options ranging from “Strongly Disagree” to “Strongly Agree.” They are a great way to provide a structured method for measuring customer satisfaction across various touchpoints in the customer journey.

Net Promoter Score 260

Net Promoter Score Measurement Automotive Customers 260

CSM Magazine

APRIL 25, 2024

Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Tailored products and services, based on these insights, can significantly enhance customer satisfaction and loyalty. Stay Ahead With Market Research Regular market research is vital.

Social Media 52

Social Media Multi-Channel Touchpoint Customer Centricity 52

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Customer insights can be gained in many ways and are a great way to gauge how the customer feels about the current experience. The 8 skills required by any CX team are: Strategy.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. They’ll often share a treasure trove of insights through informal conversation. It’s also possible to create forms that make it easy for someone leaving a customer site to create a written record of informal insights. You might even “make an app for that”.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

ENGAGE.cx

AUGUST 11, 2015

This journey has multiple stops or touchpoints along the way. In Short, great customer experiences- i n the present. Use social insights to drive conversations. Brands can extract insights from their social media initiatives and analyze how their customers talk about them to each other and back to the brand directly.

Presentation 70

Presentation Customer Experience Social Media Events 70

Retently

MARCH 11, 2024

In this guide, you’ll find why they are important, areas to focus on, and 35 essential post-event survey questions crafted to draw out the insights you need. To extract meaningful insights from your post-event survey questions, cover relevant aspects of the event experience. They capture their joys, frustrations, and valuable insights.

Events 119

Events Feedback Insights Presentation 119

SurveySensum

SEPTEMBER 19, 2023

Well, for starters the in-app survey should have popped up at the right touchpoint which is when Jess was done with her booking as this would have ensured that there was no disruption in her experience. With the help of well-crafted questions, product owners and app developers can gather relevant and actionable insights from their users.

Insights 52

Insights User Experience Customer Satisfaction Books 52

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. In other words, a company’s virtual assistant needs to be present across all channels.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Interaction 207

Experience Investigators by 360Connext

DECEMBER 15, 2023

Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. Share customer journey maps and insights. Don’t limit key insights and journey maps to just certain leaders or teams. Ask your employees for examples.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Optimove

MARCH 26, 2024

KeyNote: Neil Hoyne , best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” and Senior Fellow at the Wharton School and Chief Strategist at Google, shared his insight into how brands can create deep customer relationships. Discover which level you are on and how you can move up.

2024 64

2024 Connections 2025 Download 64

GetFeedback

MARCH 20, 2019

You’ve got to design a survey that looks enticing to customers and can also get you the necessary insight. Present your survey in a way that is easy to complete and visually engaging. Identify the touchpoints that impact customers’ experiences the most. It’s not as impossible as it may sound. Focus on convenience and ease.

Customer Journey Mapping 255

Customer Journey Mapping Net Promoter Score Touchpoint Customer Journey 255

Oracle

MARCH 12, 2019

Retail TouchPoints reports that in his keynote presentation, Nordstrom’s Co-President Erik Nordstrom indicated that the company is looking broadly at the diverse roles stores play in the CX. The post Shoptalk 2019: 4 Key Retail CX Insights appeared first on SmarterCX. Shifting perceptions around physical space and the CX.

2019 86

2019 Retail Insights Events 86

delighted

APRIL 1, 2024

Typically, post-event surveys ask about the event’s location, speakers, presentations, catering options, and more. Asking questions about every attendee touchpoint can help you pinpoint what’s working and what’s not in your event planning, marketing, and management processes. Why send post-event surveys? How would you rate the venue?

Events 100

Events Feedback Net Promoter Score Touchpoint 100

Lumoa

FEBRUARY 21, 2023

Here are some key insights. From there, we can understand our present position and the indicators that our programs are running out of energy. She explained that the second way to tell if an insight is effective is to l ook at the strategic side. What was its purpose? What has it recently or in the past helped your company with?

Omnichannel 83

Omnichannel Insights Customer Journey Mapping Touchpoint 83

CSM Magazine

FEBRUARY 19, 2024

Enter the concept of a 360 Degree Customer View — a strategy that enables businesses to compile a comprehensive profile of their customers by gathering data from various touchpoints. Insightful Data Analysis Being data-driven doesn’t just mean collecting information—it means turning that data into actionable insights.

Customer Centricity 52

Customer Centricity Social Media Customer Relationship Management Customer Satisfaction 52

Experience Investigators by 360Connext

APRIL 14, 2020

Determine what goals you have, so it’s very clear what actions to take once you gain the insights you’re seeking. Determine what goals you have so it's very clear what actions to take once you gain the insights you're seeking. Consider a recipe to gain the insights you need. Click To Tweet. Click To Tweet.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

SurveySparrow

APRIL 21, 2022

This software will help you instantly capture customer feedback , flag unhappy comments , assign them to the right person for action, and present the data for easy analysis. Map passenger touchpoints to increase service frequency and the number of vehicles. Get insights on the effectiveness of their lectures and the current courses.

Customer Insights 52

Customer Insights Insights Transportation E Commerce 52