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When every touchpoint is a transaction. Today’s connected customer wants to shop from any device, any location, any time. Learn how to embrace this new retail reality, evolve your approach, and reach more shoppers. GET THE WHITEPAPER Provide seamless experiences across every digital channel ...
Improvement here is a journey, rather than a one-and-done action. It’s about monitoring each interaction across every touchpoint, understanding each metric, and then making changes that can help close experience gaps and improve customer sentiment. Over time, you should see positive changes – ...
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As the lines continue to blur between shopping channels, brands are turning to cloud-based unified commerce to deliver seamless, holistic customer journeys across every touchpoint — mobile, social, web, and store. Ecommerce analytics must also evolve to track shoppers wherever they may be, whether...
Contact Center as a Service (CCaaS), also known as a hosted contact center, is a cloud-based solution for streamlining customer calling experiences.
Voice of the Customer (VoC) is a term that describes your customer’s feedback about their experiences with and expectations for your products or services.
CSAT is the percentage of respondents who claim to be satisfied (4) or very satisfied (5) in surveys that are offered after a touchpoint experience. Net Promoter Score (NPS) Developed by the consultancy Bain and Company, NPS asks users who have experienced a touchpoint how likely they are ...
Brainstorm improvements.Based on the opportunities and pain points identified in the map, businesses should brainstorm potential processes of improvements. For example, a business can try to figure out how to provide a pleasant experience for customers at every stage of the touchpoint. To ensure th...