Kerry Bodine

JANUARY 9, 2020

As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. This webinar will cover: How to be where your customers are. How to improve agent performance . How AI humanizes the customer service experience.

Webinar 62

Webinar Customer Journey Contact Center Touchpoint 62

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? And eventually, how those metrics directly inform the important touchpoints in that journey. The former is interested in counting dollars and profitability and the latter with measuring metrics.

Metrics 493

Metrics ROI Presentation Webinar 493

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. Let me explain. .

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Retently

OCTOBER 1, 2018

CFN Insight – A customer journey mapping tool that makes it easy to improve the customer experience, identify touchpoints, and assign the right key decision makers to act on said customer journey touchpoints. Also, it helps you improve all touchpoints. What are Customer Journey Touch Points?

Customer Journey Mapping 107

Customer Journey Mapping Touchpoint Customer Journey Social Media 107

InMoment XI

SEPTEMBER 14, 2023

Employee Advocacy Employees often serve as the first touchpoint between your brand and the public, making them crucial players in managing your reputation. Regular Reputation Audits Conducting regular reputation audits can provide valuable insights into the effectiveness of your reputation management strategies.

Brands 260

Brands Management Social Media Feedback 260

CSM Magazine

JULY 4, 2019

Join this exclusive 45-minute webinar (or receive the recordings) here. During this webinar our leaders will be revealing: How to integrate data from multiple touchpoints and use the insights for a seamless customer experience. Join this exclusive 45-minute webinar (or receive the recordings) here.

Webinar 45

Webinar Customer Service Social Media Touchpoint 45

InMoment XI

OCTOBER 10, 2023

This article delves deep into the world of customer service metrics, offering insights and actionable takeaways. They provide invaluable insights into customer satisfaction, customer loyalty , and overall experience. These metrics delve deep, capturing the nuances of every touchpoint, from the initial inquiry to post-purchase survey.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. 11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. Elevate services by incorporating direct customer support surveys to gather insights.

Insights 52

Insights Customer Experience Metrics NPS 52

Hello Customer

MARCH 15, 2023

There’s no denying it, most companies nowadays are searching for a solution to turn customer experience insights into something tangible and actionable. Our AI already takes your industry and touchpoint into account, still, it’s possible that you’re looking for a more personalized analysis. Let’s make this more concrete.

Insights 52

Insights Feedback Transportation Touchpoint 52

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. What is the best or most common way to determine the health of your customer touchpoints?

Webinar 54

Webinar Management Touchpoint Customer Journey 54

SurveySensum

JANUARY 26, 2024

From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey. Key Touchpoints : Social media ad showcasing the app’s features. Address common concerns and provide solutions through blog posts, FAQs, and webinars.

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

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. What is the best or most common way to determine the health of your customer touchpoints?

Webinar 48

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. What is the best or most common way to determine the health of your customer touchpoints?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Remember to reevaluate and update product automations that have customer touchpoints (like in-app notifications and email) to ensure they don’t come across as insensitive during times of crises. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

Lumoa

MAY 17, 2022

New Insights logic on the Impact page! We have two new easy ways for you to look at your Insights on the Impact page. Start here to resolve them Automatically Generated Insights – added Filter Insights and Related Insights, explained further above Recent webinars!

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2022 Webinar Touchpoint Insights 83

SurveySparrow

DECEMBER 24, 2023

To glean insights into customers’ perceptions, expectations, and satisfaction levels regarding the products or services offered. By tapping into the customer’s perspective, you gain insights that can guide decisions to enhance products, services, and overall satisfaction. It’s not just any chat. The primary goal?

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

Lumoa

JUNE 2, 2022

In one of our latest webinars titled How to Use Customer Feedback to Drive Action , we pose a sustainable strategy to solve the challenge of transforming mass reviews into information that can be used while making key company decisions. This is why it’s very important to collect feedback from all the touchpoints.

Feedback 83

Feedback Touchpoint Webinar Customers 83

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Insights Net Promoter Score 98

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

Gainsight

SEPTEMBER 5, 2022

For example, do your customers prefer instant access to videos or invitations to a webinar? Analytics tools can help integrate data from across the organization, bringing together otherwise siloed touchpoints for a clear view of each customer at each stage. Experiment with different levels of personalization.

Customer Journey 98

Customer Journey E-support Touchpoint Webinar 98

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. Here are some key insights. She explained that the second way to tell if an insight is effective is to l ook at the strategic side. According to Kerr, the tactical side of things comes first.

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Omnichannel Insights Customer Journey Mapping Touchpoint 83

Team HGS

OCTOBER 9, 2018

Our Messaging Expert Shares Insights. At our October 4 webinar , our own VP of Solutions and Capabilities, Mandeep Kwatra, shared how to make the most of these newer channels to create a seamless customer experience that improves CSAT and retention. was the question we asked webinar attendees with our third poll.

Insights 40

Insights Webinar Touchpoint Contact Center 40

Feedbackly

OCTOBER 30, 2023

A CX program aims to improve every touchpoint in the buying journey to ensure customers receive a seamless and rewarding experience. Clients will find the transition from one touchpoint to the other consistent and effortless. Firstly, it fosters a conducive environment for customers to shop in, whether it’s digital or in-store.

Customer Experience 52

Customer Experience Customer Journey Mapping Touchpoint Customer Journey 52

GetFeedback

JULY 19, 2019

In the book, I wrote, “One of the least-discussed benefits of hugging your haters (complainers) and paying attention to customer feedback is the potential to glean insights about your business that can improve your operations and processes.”. The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

Social Media 262

Social Media Feedback Webinar Books 262

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. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. This blog will share some of the highlights of the webinar. This blog will share some of the highlights of the webinar. But as technology evolves, so do the expectations.

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2023 Telecommunications Customer Experience Multi-Channel 94

ClearAction

JUNE 25, 2023

Third, Experience Management is about touchpoints, while Experience Leadership sets you up for success with widespread buy-in, collaboration, issue prevention, and lifetime value growth. You’re setting up management at all levels to use experience insights as North Star for their strategies, policies, processes, decisions, and handoffs.

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Leadership 2008 Touchpoint Employee Experience 62

CSM Magazine

AUGUST 4, 2023

By incorporating fun elements such as quizzes, leaderboards, and badges into your website experience, you can captivate consumers while providing insights into what sets your product or service apart from competitors. If hosting physical events is not feasible, consider hosting webinars instead.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

Feedbackly

OCTOBER 19, 2023

It can be used to measure any touchpoint at any stage in the buying journey. You can gather data through digital and offline touchpoints. Our recommendation is to include an open-ended question in your CSAT survey to gather more insight, especially when it comes to low ratings. Wanna learn more? Get the replay of it here.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Metrics NPS 52

BirdEye

OCTOBER 3, 2023

Access the webinar here. Carefully tracking, aggregating, and coordinating responses across every touchpoint is essential to avoiding frustrated customers. While directionally insightful, these metrics fail to provide tangible opportunities for improvement. Want to hear the full conversation? It feels so personal.

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Take a proactive approach to problem-solving before issues arise. You’ll be glad you did!

Customer Success 80

Customer Success White Paper Loyalty ROI 80

Gainsight

MARCH 26, 2024

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. These tools helped her gain alignment with customers—then demonstrate value at touchpoints like Quarterly Business Reviews.

Customer Success 52

Customer Success Document Webinar Metrics 52

Alida

DECEMBER 14, 2017

In a recent webinar , Darrell Beneker, director of consumer insights at Aurora Health Care, shared how the company uses ongoing insight to inform customer experience (CX) initiatives that create a seamless end-to-end patient journey. Get insight, STAT . Customer feedback should go viral .

E-support 100

E-support Sports Webinar Healthcare 100

Experience Investigators by 360Connext

MAY 20, 2015

Touchpoint Inventory. The touchpoint inventory is a highly-detailed way to understand just what your customers have to do to become customers, stay customers and exit as former customers. We bring insights in quick and actionable ways. Training, online events and webinars. Many leaders have an idea of the big picture.

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Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. These processes had high costs but generated low value and non-strategic insights.

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Contact Center Management Call Center Omnichannel 75