How to Enhance Digital Product Experience with Customer Journeys

By Stephanie Ventura Digital transformation priorities took center stage during the pandemic. A McKinsey survey found that organizations’ digital product experiences accelerated by four years and their digitally-enabled portfolios are now nearly a decade ahead of schedule. There’s now more pressure than ever to digitize product experiences and create efficient, intuitive digital self-service opportunities for consumers. [...]

The State of Customer Journeys & CX: A Conversation with Diane Magers, Ian Golding and Dan Gingiss

By Steve Offsey I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist's third annual report on the State of Customer Journey Management and CX Measurement.  The experts joining me include: Diane Magers, who is the founder and CEO of Experience Catalysts and an Emeritus Chair and [...]

2021 Survey: The State of Journey Management & CX Measurement

By Stephanie Ventura In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies [...]

How to Calculate Customer Experience ROI

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? Customer experience leaders often face hurdles in budget approval because customer experience ROI has not been forecasted or quantitatively expressed. All [...]

How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help

By Swati Sahai Research has found that Americans spent more than 900 million hours on hold in a single year. That adds up to 40+ days on hold for every person over the course of a lifetime! For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call [...]

Go to Top