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We’re Losing Customers, Even When We Don’t Talk About It

Clarabridge

In any customer journey mapping initiative, there’s likely to be some debate over how to define the different phases a customer goes through in their journey. You might never find a customer journey map missing the buying phase, but there is one critical area missing far too often—when you are losing customers.

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We’re Losing Customers, Even When We Don’t Talk About It

Clarabridge

In any customer journey mapping initiative, there’s likely to be some debate over how to define the different phases a customer goes through in their journey. You might never find a customer journey map missing the buying phase, but there is one critical area missing far too often—when you are losing customers.

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You Bought into Customer Engagement as a Business Strategy. Now What?

Verint

You can do this with customer journey maps. You will need a map for each major reason consumers contact your company. An ideal way to identify these causes is to examine Interaction Analytics data. This can include outtakes from your speech, text and/or social analytics.

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Advance from Personalization to Customer Journey Orchestration

Pointillist

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. The Bottom Line Effective journey orchestration also impacts key business outcomes, such as retention and revenue.

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Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Samsung Card, LG Capital, and many more. Dennis Wakabayashi.

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Contact Center Technologies 2017: find out what 23 experts say

RichCall

To make the business model of IoT work, companies must keep a close eye on emerging IoT ecosystem components, networking protocols, security, data models, and analytics to connect with contact center solutions and act on the received triggers. Customer Journey Maps. Speech Analytics. Kate Legett. Lutz Remmers. Shep Hyken.