Tweet Jam: Invest in the Customer Journey Moments That Count #cxmchat


Every interaction a customer has with a brand adds to their overall experience, but some moments hold more weight. How can a business identify these critical moments and the resources needed to support them?

Join us on Feb. 24 at 10 am PT / 1 pm ET / 1800 GMT as we discuss the moments that matter along the customer journey and tips to ease these transition points for your customers and your business. Everyone is invited to join on Twitter using the #cxmchat hashtag. The questions that will shape the conversation will be posted below the day before the conversation. 

The Questions

Tweet jams always find rabbit holes to dive down, but the following questions will guide the conversation:

  1. Last year dramatically upended customer shopping habits. How did customer journeys change as a result?
  2. Did specific points in the customer journey gain more importance as part of this and if so, which?
  3. Do certain points during the customer journey in general hold an outsized impact on CX? How can businesses identify any specific points for their customers?
  4. What recommendations do you have for making the best possible first impression with a would-be customer?
  5. What sort of data do businesses need to collect to inform their journey-based customer experiences? How well are companies doing at consequently acting on this data in real time?
  6. One quality everyone benefited from last year was flexibility. How can marketers introduce flexibility into their customer journey mapping efforts?
  7. What new CX trends from the last year do you expect to last and why?

Rules of the Road

A few things to keep in mind:

  • Introduce yourself with your first #cxmchat tweet. Include your name, job title and organization.
  • Answer question one with A1, question two with A2, etc. — and always include the #cxmchat hashtag. For example, "@bigbird A3 You never get a second shot at a first impression. #cxmchat"
  • Please don't pitch products or services — stay knowledge focused.
  • Have fun!

Unsure how to join? It's easy. Learn how here.

Hope to see you there.

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