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what is a customer experience touchpoint

What a Customer Journey Touchpoint Is (and Why Customer Experience Leaders Should Care)

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want ...

5 Top Challenges CX Pros are Tackling Today

I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be

Should It Be Painful for Customers to Cancel?

There is a booming industry around subscription services right now. Birchbox is possibly the best known and one of the most successful business models. But the list of subscription products is a long one now.

3 Ways Your Org Chart Creates B2B Customer Nightmares

Customers don’t care who owns what part of their business, but organizations often do. This conflict leads to customer frustration and decreased loyalty. Think about it. Your org chart most likely is split into what the

Your Journey Map is Incomplete without Competitors

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences, journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we

Proving the Value of Customer Experience

The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results

Wednesday, April 24, 2024
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