GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. B2B journey mapping is more complex.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ChurnZero

SEPTEMBER 1, 2020

For many of us, 2020 will be known as the year business conferences moved from convention halls to online. For those of us who love the in-person conference experience, this adjustment is tough. Check our list of five upcoming Virtual Conferences taking place in the remainder of 2020 that should be on your radar.

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

ChurnZero

DECEMBER 6, 2024

At ChurnZeros ZERO-IN 2024 conference, speakers Alex Turkovic and Dan Ennis shared a new way to look at building a digital CS program. Effective programs are built on four foundational pillars, they observed: customer journey, data and data hygiene, automations and technology, and content. From there, go back to your journey map.

Journey mapping 52

Journey mapping Education Surveys Technology 52

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Customer journey mapping is a foundational part of that process. Here's what we'll cover: Journey Mapping Fundamentals.

Journey mapping 62

Journey mapping B2C Feedback B2B 62

Avaya

APRIL 3, 2017

I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. Jeff was a pioneer in the VoIP industry, having created the Voice over the Net conference, co-founding Vonage. Maintaining a View of the Customer Experience with Customer Journey Maps.

Journey mapping 58

Journey mapping Chatbots Contact Center Airlines 58

ShepHyken

JANUARY 6, 2020

This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. (CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study. My Comment: What’s your ROX (Return on experience)?

Customer Service 200

Customer Service Journey mapping Contact Center Customer Experience 200

CCNG

MAY 10, 2023

All the journey mapping, webinars, ROI discussions, surveys, and strategies won’t instantaneously create a better experience for your customers. No conferences. What you’ll learn in a day will outweigh anything you could learn from a webinar or attending a conference. There is no magic bullet to a better experience.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Customer Service Life

JUNE 26, 2017

I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. I’ve attended a few of these conferences and this year’s lineup of keynote speakers was among the best. Chip Bell did a fantastic job of wrapping up the conference and inspiring us to deliver a customer experience that sparkles.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

360Connext

AUGUST 23, 2018

The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers. Customer journey maps should highlight where empathy is critical to the emotional path your customers take with your brand. Many maps highlight the big ways of delight and disappointment.

Journey mapping 77

Journey mapping Customer emotions Customer centricity Contact Center 77

Nicereply

MARCH 23, 2021

Heidi Craun – Founder of Insightful Delight , a boutique customer support consultancy, as well as Intermitten , a unique tech conference centered around creativity, community and diversity. Sarah Hatter – Founder of the Elevate conferences (Support, Women and Leadership themed conferences each year.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ShepHyken

MAY 16, 2022

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. He also believes it’s important to measure the touchpoints found in a customer journey map. Measuring behavior gives us real-time information. How to Measure CX Impact by Jim Tincher.

Customer Service 165

Customer Service Airlines Metrics Journey mapping 165

Aspect

DECEMBER 15, 2017

Now that I’ve finally had a few hours at home to catch my breath, I thought it might be helpful to share some key takeaways and insights from my experiences at both conferences. A common statistic cited at both conferences was that healthcare is 10 to 15 years behind all other industries in the ability to support omni-channel communication.

Journey mapping 75

Journey mapping Healthcare Banking Employee engagement 75

Liveops

FEBRUARY 11, 2018

Thinking of attending a contact center conference in 2018? For instance, CCW’s winter conference in New Orleans last month featured a presentation about customer segmentation and lifetime value measurement. The post Rethinking call centers: Key themes in this year’s conferences appeared first on Liveops, Inc.

Call Center 48

Call Center Journey mapping Contact Center Banking 48

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Approach the whole concept and process of journey mapping with an iterative mindset, that way you can continue to revise based on data, customer feedback, and the level of human touch.

Journey mapping 98

Journey mapping Best practices Education B2B 98

Call Experts

DECEMBER 18, 2019

Customer Journey Mapping. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. How Contact Centers Manage the Holiday Rush. Technique Key to Success.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

Call Experts

FEBRUARY 19, 2020

Customer Journey Mapping. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. How Contact Centers Manage the Holiday Rush. Technique Key to Success.

Customer Experience 80

Customer Experience Journey mapping Interactive Voice Response Self service 80

Call Experts

JANUARY 8, 2020

Customer Journey Mapping. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. How Contact Centers Manage the Holiday Rush. Technique Key to Success.

Journey mapping 78

Journey mapping Interactive Voice Response Contact Center outsourcing 78

InGenius

SEPTEMBER 3, 2019

Conference Call. A conference call is a voice interaction involving more than two parties. Customer Journey Mapping. CRM Integration. A CRM integration is a ready-built app or feature that connects to popular customer relationship management systems such as Salesforce or Microsoft Dynamics 365.

Interactive Voice Response 83

Interactive Voice Response Call Logging CRM Journey mapping 83

Call Experts

JANUARY 29, 2020

Customer Journey Mapping. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. How Contact Centers Manage the Holiday Rush. Technique Key to Success.

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

Call Experts

MARCH 5, 2020

Customer Journey Mapping. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. How Contact Centers Manage the Holiday Rush. Technique Key to Success.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Call Center 80

Call Experts

JANUARY 15, 2020

Customer Journey Mapping. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. How Contact Centers Manage the Holiday Rush. Technique Key to Success.

Chatbots 72

Chatbots Journey mapping Interactive Voice Response outsourcing 72

Contact Center Pipeline

JULY 29, 2015

As many of the discussions at Engage 2015, Verint’s Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really delve into the “why” behind their actions, it can be helpful to provide customers with multiple methods for providing feedback.

Feedback 100

Feedback Customer Experience Analytics Journey mapping 100

Totango

DECEMBER 1, 2021

As with KPIs, tasks can be keyed to a customer journey map template for organizational structure and clarity. Totango’s SuccessBLOCs allow you to approach customer success in this manner by breaking up your customer journey into bite-sized chunks instead of attempting to approach the entire journey at once.

Government 103

Government Journey mapping Accountability Benchmark 103

ClearAction

JANUARY 14, 2015

In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. Trendy Customer Experience Management.

Customer Experience 97

Customer Experience B2B Management B2C 97

ProProfs Blog

DECEMBER 23, 2019

Mark Zuckerberg opened his keynote address at Facebook’s F8 Developers Conference in 2019 said, “Let’s talk about building a privacy-focused social platform” which made it obvious that he is making an effort to change the negative brand opinion of his brand to a positive tone. Their history as regular customers via chat history.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Call Experts

MARCH 18, 2020

Customer Journey Mapping. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. How Contact Centers Manage the Holiday Rush. Technique Key to Success.

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

Customer Guru

AUGUST 8, 2018

Harley is a world-renowned keynote speaker and has addressed major business conferences around the world. His Heart of the Customer Journey Maps is powerful tools empowering businesses with customer loyalty. Ian Golding Follow @ijgolding. Ian is the CEO and Founder of Customer Experience Consultancy Ltd.,

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

360Connext

AUGUST 23, 2018

The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers. Customer journey maps should highlight where empathy is critical to the emotional path your customers take with your brand. Many maps highlight the big ways of delight and disappointment.

Journey mapping 56

Journey mapping Customer emotions Customer centricity Contact Center 56

ProProfs Blog

MAY 29, 2020

Map Your Customers’ Journey: Just walking a mile in your customers’ shoes is not enough; map this journey out. Make use of customer journey and customer experience maps to accurately track the various touchpoints and the impact they have on your customers.

Advertising 109

Advertising Surveys Journey mapping Feedback 109

Call Experts

FEBRUARY 12, 2020

Customer Journey Mapping. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. How Contact Centers Manage the Holiday Rush. Technique Key to Success.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. It is extremely common to find businesses with lots of customer insight activity, with an NPS or CSat programme or both in action. Enough customer personas have been created by businesses to launch a new country!

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

ClearAction

OCTOBER 21, 2017

Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It’s the job of customer experience management to drive smooth journeys and maximize value across the life cycle. Use your customer life cycle journey map to overcome nearsightedness.

Customer Experience 67

Customer Experience Management Journey mapping Engineering 67

Spearline

AUGUST 20, 2020

The user also has the ability to check passcodes to validate DTMF entry into conference applications, as well as traverse through their IVR system. Users can log in to the Spearline platform, dial a number from within the country of their choice using the extensive Spearline network, and they'll be able to see if they can connect.

Feedback 98

Feedback Abandon rate Journey mapping Telecommunications 98

Totango

NOVEMBER 3, 2022

That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference. Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map.

Journey mapping 62

Journey mapping Chief Customer Officer Healthcare Sales 62

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Journey mapping 25

Journey mapping Employee engagement Feedback Surveys 25

Call Experts

DECEMBER 12, 2019

Customer Journey Mapping. Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018. 2018 Conferences for HVAC, Plumbing, and Electrician Specialists. How Contact Centers Manage the Holiday Rush. Technique Key to Success.

Contact Center 69

Contact Center Wait times Journey mapping Interactive Voice Response 69