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What a Customer Touchpoint Is (and Why Customer Experience Leaders Should Care)

Experience Investigators by 360Connext

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

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What a Customer Touchpoint Is (and Why Customer Experience Leaders Should Care)

Experience Investigators by 360Connext

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

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What Are Customer Touchpoints?

GetFeedback

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience.

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What IS a Customer Touchpoint?

Experience Investigators by 360Connext

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. Customer touchpoints in general are not often understood or appreciated from the customer’s perspective. Understanding the actual touchpoints your customers have with your organization is a basic part of that understanding.

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The Verint Experience Index: Retail

Access the full report today.

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How to Optimize Touchpoints Along the Customer Journey

Feedbackly

Touchpoints are how the brand engages with its customers and play a vital role in fostering a strong relationship between the two parties. Every buying journey has a complex web of touchpoints that can range from 20 to over 500! Also, research shows that it requires around eight touchpoints on average to close a sale.

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How to Identify Your Most Important Customer Touchpoints

GetFeedback

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family.

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3 Mistakes Organizations Make While Developing ABM Programs

From building an account universe to understanding to orchestrating sales and marketing alignment around touchpoint and messaging, there are a number of variables to consider before launching a program.

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How to Overcome the Pain Points of Your CRM

The promise of a CRM ( customer relationship management ) led organizations to believe each could digitally transform its businesses through tracking touchpoints throughout the buyer’s journey. It’s no secret, only 13% of salespeople are satisfied with their CRM.

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The Future of Contact Centers: A New Paradigm for Superior Customer Experience

Speaker: Jim Rembach, Editor in Chief, CX Global Media

Most contact center leaders view the touchpoint from agent to customer as the most important. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement. The 12 reasons why the leader to agent touchpoint fails.

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3 Sizzling Ways to Warm up Cold Calls

Dig into this eBook to find out how to make cold calling a thing of the past with: Powerful sales engagement and automation Insights, signals, and deep prospect research Alternative touchpoints that keep the conversation alive

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Optimizing Your Customer Journey In 2022

Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on.

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How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Understands the voice of the customer across every touchpoint. By focusing on both the employee and customer experience, woom bikes: Bolsters customer experience by acting on employee feedback. Leverages CX insights to drive growth and guide new product development.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

You will gain insights into how to use journey maps to identify pain points, opportunities, and touchpoints where orchestration can make the most impact. . 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the CX orchestration process.

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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Broaden your understanding of CX’s impact on the business by linking customer feedback across touchpoints to future growth through the Customer Equity framework. Derive more precise ROI calculations directly tied to company profitability, utilizing a measurement system and steady stream of financial data.