By Steve Offsey Your customer encounters an issue using her mobile device. She reaches out via social media and then contacts customer service. The agent transfers her to another representative who answers her question. Now, she’s able to use her mobile app to complete her goal. How are you currently measuring this customer’s experience? Perhaps marketing [...]
By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. Customer journey orchestration enables enterprises to engage prospects and customers at optimal points along their journeys, in real time and through the most effective channels. [...]
By Steve Offsey Customer journey management is a proven approach to delivering the seamless experiences your customers demand. Today, customers expect that their experience with your business will mimic those of CX leaders like Amazon, Google and Netflix. Anything less can lead to dissatisfaction and a likelihood of churn. Although many organizations have already adopted customer [...]
Customer Lifetime Value (CLV) is the ultimate KPI. In this post, author Steve Offsey explains why CLV is so important for customer experience leaders.
CX teams are challenged to connect data, identify and prioritize problems and opportunities, and measure the impact of CX initiatives. Read how leading teams are solving CX challenges with customer journey analytics.
By Steve Offsey Customer experience metrics like Net Promoter Score (NPS)® clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? In this post, I’ll provide a detailed look at how to improve NPS. [...]
By Steve Offsey Most enterprises that have implemented a voice of the customer program are happily collecting customer feedback and measuring metrics like NPS®, CSAT and more. But after an initial burst of excitement from obtaining real customer feedback, you realize that VoC data doesn’t tell the whole story. In a recent CX report, 41% of [...]
By Steve Offsey Your company is now competing based on customer experience, but you're only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. [...]
To deliver on their promise, journey maps need to evolve beyond a fuzzy, static snapshot of customer experience and become measurable and dynamic. Here are 5 ways you can use customer journey analytics to make your journey maps measurable by turning them into dynamic visualizations of your customers’ real-time behavior and its impact on the KPIs your business is measured by.
The debate on the importance of customer experience is over. Nevertheless, CX leaders are finding it difficult to make the quantitative link between customer behavior and business outcomes, so they can move beyond relying on gut feel and qualitative data to prioritize decisions. In this post, I’ll describe how customer journey analytics can help you improve customer experience and make it actionable by directly tying customer experiences to hard metrics like revenue and profitability.