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. Product leaders prioritize user experience and rely on product analytics tools to determine which initiatives will improve key metrics like adoption, usage, satisfaction and mo ..read more

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 former CEO of the Customer Experience Professionals Association Ian Golding is the founder and CEO of Customer Experience Consultancy Ltd and an internationally renowned speaker and blogger Dan Gingiss is the CEO at The Experience Maker. Dan is also ..read more

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 and tactics to better understand customer behavior and deliver the experiences their customers demand. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards. Pointillist surve ..read more

By Steve Offsey Customer journey management is a new 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.  Many enterprises have adopted customer feedback management, but despite this investment, 86% of companies failed to improve their CX scores. The reason is simple: enterprises are only capturing half of the story. Voice of the Customer (VoC) data is only measured in aggreg ..read more

By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score® (NPS®), Customer Satisfaction and Customer Effort Score. Not all companies measure and prioritize it, yet the importance of customer lifetime value (CLV) is staggering. It’s the one KPI that is most indicative of the effectiveness of your customer experience (CX) strategy. Customer lifetime value is, in many respects, the ultimate KPI. Each customer’s value links to the ROI of your investment in CX initiatives and overall revenue, two major factors in your organization’s success. Customer insights leaders increasingl ..read more

By Steve Offsey Exceptional customer experience has never been more important than it is today. Nevertheless, most CX teams continue to face daunting CX challenges.  Even CX leaders are dealing with high customer expectations, intense competition, more rapid customer interactions across an ever-increasing number of digital and physical channels, and limitations imposed by legacy processes and technologies. Pointillist recently surveyed over 700 CX, marketing, and analytics professionals worldwide to find out more about the challenges and priorities, metrics and KPIs, and strategies and tactic ..read more

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. Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue. — Forrester In a Bain podcast, Chief Customer Experience Officer, Charlie Herrin, said that when he joined Comcast his ..read more

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and ConcentrixBy Steve OffseyMost organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. But after an initial burst of excitement from obtaining real customer feedback, your CEO wants to know what’s driving the low scores and negative responses. More importantly, she wants to know how your CX team will improve them. And before even considering your request for increased resources, your CFO wants you to show the ROI of your customer expe ..read more

By Gary DeAsiIt’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?To find out, Pointillist surveyed over 700 CX, marketing, and analytics professionals worldwide to uncover key trends, insights and benchmarks on:Top-of-mind challenges and prioritiesEffective strategies, tactics and approachesHigh priority metrics and KPIsKey characteristics, capabilities and practices that separate top performing teams from the rest o ..read more

By Steve OffseyIt’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?To find out, Pointillist surveyed over 700 CX, marketing, and analytics professionals worldwide to uncover key trends, insights and benchmarks on:Top-of-mind challenges and prioritiesEffective strategies, tactics and approachesHigh priority metrics and KPIsKey characteristics, capabilities and practices that separate top performing teams from the rest ..read more