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Martechvibe
02-06-2025
- Business
- Martechvibe
How to Repair Fragmented Touchpoints with Customer Journey Mapping
KPI dashboards may show green, but your customer's experience could be flashing red. While early-stage companies focus on metrics, what's often missed is the growing disconnect between customer expectations and what's actually delivered. David Lee Howard 2 hours ago Early-stage businesses often feel confident when their dashboards show green, and all Key Performance Indicator (KPI) targets are definable and on track. However, there is little room for transformation without a consistent customer journey. Beneath the surface, fragmented touchpoints can quietly undermine customer loyalty, erode team morale, and set the stage for inevitable stagnation. A recent study by PwC revealed that 32% will leave after just one bad experience. Customer expectations evolve faster than quarterly reviews, especially when expectations are unclear during onboarding. KPI targets do not clearly define the root cause of poor experiences. A dashboard or spreadsheet will provide a high-level overview of the business's health and, by design, does not drill down to the details of the customer's experience. Each touchpoint in the customer journey will reveal opportunities to identify customer needs and a baseline for improvement. This article will delve into various fragmented touchpoints that can hinder business growth, including broken onboarding experiences, the effects of siloed teams, and inconsistent messaging. Broken Onboarding Journeys: There are no second chances Onboarding is the customer's first point of contact. The onboarding experience should be repeatable, and the onboarding representative should define each touchpoint from initial interaction to full integration. The customer should understand the expectations and their role in the project. Customers will quickly disengage if they do not feel in control of their journey. Often, there are no second chances to recover a customer from a poor onboarding experience. An outline of touchpoints for a typical onboarding. Orientation of the project and the desired outcome. Roles of each stakeholder of the project and defined milestones. Training and customer development to provide the customer with the knowledge to be successful. Customer engagement within the project and scheduled check-ins. Feedback during each milestone will uncover areas of improvement. These touchpoints are critical for the project's success and will provide ample opportunity to assess the current journey. Routinely auditing the onboard experience will be essential as the business reaches a new growth milestone. Customer feedback will assist in identifying inconsistencies and friction points that ensure sustainable scalability and customer retention. Fragmented onboarding processes will damage a business's reputation as negative experiences will circulate to future customers, damage the brand reputation and culture, and reduce customer retention. It is hard to quantify how long it will take for the business to recover from several bad onboarding experiences, and it will depend on several factors. It is vital to ensure that the customer feels supported initially. ALSO READ: Why Your Support and Success Teams Need to Merge Siloed Teams: The Hidden Cost of Staying Lean Many businesses have embraced leaner teams to maintain overhead costs. While this approach increases agility, it often comes at a hidden cost: siloed teams and internal role confusion. Customers still expect the business to deliver while providing exceptional service. The Harvard Business Review stated in a 2022 study that 76% of executives report that organisational silos negatively impact customer experience. Yet only 22% will take steps to address the issue that causes the silo. One company in the report cited that due to a lack of coordination between sales and onboarding teams, nearly 30% of new customers experienced delays or confusion within the first 10 days, leading to a spike in churn. ALSO READ: The Silent Loyalty Killer: Internal Misalignment Between CX and Operations Success can be driven by lean models if implemented strategically. However, without careful coordination, internal teams are often required to accomplish tasks outside of their intended roles and are required to provide results while being isolated. This downward spiral will overextend employees and increase the chances of delayed touchpoints. Applying custom formulas to the customer journey will enable business owners to evaluate each touchpoint by time, resources, and ownership, regardless of the team structure. Technology is also essential. It will assist in connecting teams and reducing internal confusion. Communication platforms, customer journey tracking tools, and collaborative project management systems will unify teams. These tools will also assist by identifying breakdowns and will keep the customer focused. Inconsistent Messaging: Consistency Builds Trust A business's communication standard defines customer relationships. Uniformed and aligned messages will decrease hesitation and confusion while building a strong foundation for a successful relationship. Customer retention will continue to be negatively affected by even the smallest of inconsistencies. Careful attention to these details in various channels will increase the source's trustworthiness. Customers engage with businesses through omnichannel, which includes customer support, social media, website contact forms, and replies to email campaigns. If the voice or details of the service of the business shift depending on the channel, it creates cognitive dissonance. The customer will question which channel or representative is reputable and genuine. The customer incurs additional fees if a company launches a 'No Hidden Fees' advertisement. The backlash will result in negative reviews, social backlash, and cancellations. Despite having a strong marketing plan, inconsistent messaging will cause a trust breakdown that could take years to recover the brand's reputation. From a business's sales pitch to support scripts, each message should be consistent with the customer journey. That requires cross-functional collaboration, centralised messaging guidelines, and proactive training to align teams. In today's market, consistency isn't about branding; it is about consistently delivering on your word, and trust will be the differentiator. Causes for failure do not happen overnight, and a business's success is not guaranteed. Fragmented onboarding, siloed teams, and inconsistent messages are the detractors of success. The variety in a business's success lies in the customer experience, even if metrics suggest a positive quarter. Designing a seamless journey will build lasting growth, accentuate each touch point, and ensure the customer's success. Momentum begins when operations, people, and communications work harmoniously with the customer journey. ALSO READ: Value Orchestration is What's Next for Customer Success David Lee Howard brings over 20 years of expertise in Customer Experience, with a deep passion for enhancing SaaS and software-driven customer journeys. David, a seasoned technical support leader, has also held key roles in training, sales, and advanced support. Currently serving in a business consulting capacity, he helps individuals and organisations implement customised customer journeys using tools such as Event Technology, CRMs, and other web-based platforms. 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Purposefully built to enhance the efficiency and productivity of sales professionals, this CRM solution has an intuitive setup and robust capabilities. It facilitates lead generation, comprehensive sales analytics, and seamless business expansion. VISIT WEBSITE Oracle NetSuite CRM, a component of Oracle's business software suite, is for all midsize and booming businesses that want a comprehensive, integrated CRM solution with ERP capabilities. Using it, customers and partners can directly interact with the platform, freeing the additional work load for their sales team. VISIT WEBSITE Microsoft Dynamics 365 Sales represents a robust cloud-based CRM solution brimming with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring and sentiment analysis. VISIT WEBSITE Less Annoying is a CRM software that utilises a straightforward search feature within its contact management system, making it easy to track contacts. It is ideal for small-sized businesses and offers a highly intuitive and user-friendly interface. VISIT WEBSITE Insightly offers CRM software solutions for enterprises looking to understand their audience data across various marketing functions. It integrates seamlessly with third-party apps, streamlining workflow automation, including bulk emailing and report generation. VISIT WEBSITE HubSpot's sleek dashboard with consolidated CRM tools simplify complex customer data, further transforming it into meaningful insights. Complementing typical CRM functionalities, HubSpot provides tailored options, including conversation intelligence and email monitoring. VISIT WEBSITE Apptivo delivers adaptable and web-based CRM solutions, enabling marketing and sales teams to streamline all customer service requirements across various devices and browsers. Despite its focused feature set, it encompasses over 65 interconnected applications alongside a robust sales pipeline management tool, ensuring efficient tracking of potential leads without any downtime. VISIT WEBSITE Sitecore offers composable cloud solutions with its flagship products, Sitecore Experience Platform(XP) and Sitecore Experience Manager (XM). They help marketers to overcome scalability challenges. Some of its features include intuitive visual editing, headless delivery, marketing automation, scalable personalisation, data and machine learning capabilities. VISIT WEBSITE Salesforce Experience Cloud is a platform that helps enterprises link clients, partners, and employees to securely exchange information and documents. Built on its Customer 360 platform, Salesforce's DXP ensures seamless integration with any solution in the Salesforce ecosystem. VISIT WEBSITE Oracle Cloud offers a comprehensive suite of platform-based marketing automation solutions for personalised B2B and B2C automation campaigns. Some of its featured products are Eloqua Marketing Automation, CrowdTwist Loyalty and Engagement, and Unity Customer Data Platform. VISIT WEBSITE Optimizely is a digital experience platform (DXP) provider that offers Optimizely One, an easy-to-use and fully integrated suite. It provides a single, unified workflow with thoughtfully embedded AI and machine-learning algorithms, accelerating work across the entire marketing lifecycle. VISIT WEBSITE OpenText offers a cloud-native, scalable platform for enterprises to streamline their marketing functions. It provides fully composable content management, digital asset management, creative workflows, personalisation, targeting and customer data technologies in one place, ensuring a holistic approach to B2B, B2E and B2C experiences. VISIT WEBSITE Neptune DXP is a PaaS(Platform-as-a-Service) provider, helping marketing teams build custom apps based on modular, reusable application building blocks. The company offers flexible environments to businesses across different verticals, further providing personalised digital solutions at scale. VISIT WEBSITE Magnolia is a composable DXP that comes with no-code connector packs and low-code micro-frameworks for third-party integrations. It also offers an open-source version alongside its commercial plans enabling enterprises to build tailored use cases. VISIT WEBSITE Liferay DXP helps marketers deliver personalised and connected digital experiences across a broad range of channels, including customer portals, websites, intranets, mobile apps, and connected devices. It offers intuitive CMS, user analytics, and site management tools that businesses need to launch, test and optimise digital experiences for faster go-to-market. VISIT WEBSITE Powered by IBM Consulting, IBM iX offers a composable DXP, providing a comprehensive solution to make enterprises' systems future-ready. Utilising its data-driven insights and intelligent workflows, marketers can design and deliver human-centred experiences across the customer lifecycle. VISIT WEBSITE HCL Digital Experience (DX), forms part of a wider HCL Customer Experience (CX) product portfolio, offering core capabilities such as content management, DAM, CDP called Signals, and low-code application development. It provides services in government, life sciences, insurance, financial services, and other verticals. VISIT WEBSITE Contentstack is a headless CMS and Composable Digital Experience Platform (DXP) solution provider that helps marketers gain a competitive edge. It recently launched into Google Cloud Marketplace, and is also available on Microsoft Azure and AWS. It seamlessly enables mid-market brands to adopt its omnichannel campaign engine to drive higher conversions and sales. VISIT WEBSITE Bloomreach Commerce Experience Cloud provides businesses an edge with its modular capabilities: Content Management System (CMS), Discovery features for search and merchandising optimisation, and Engagement tools such as Customer Data Platforms (CDP) for personalisation and analytics. VISIT WEBSITE Adobe Experience Cloud offers a comprehensive set of services specifically designed to address the day-to-day requirements for personalised customer experience at scale. Its platform helps manage different digital content and assets to improve customer satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage. VISIT WEBSITE Acquia offers DXP solutions, comprising of two main elements: Acquia Drupal Cloud and Acquia Marketing Cloud. It can be accessed in both platform-as-a-service (PaaS) and software-as-a-service (SaaS) with additional components such as Site Factory for multisite management, digital asset management (DAM), CDP, personalisation, and Campaign Studio. VISIT WEBSITE
Wales Online
12-05-2025
- Automotive
- Wales Online
Highways England 'set to remove' M6 and M5 motorway lights to hit carbon emissions targets
Our community members are treated to special offers, promotions and adverts from us and our partners. You can check out at any time. More info Officials at Highways England are preparing to give the red light to more than 140 miles of motorway illumination across some of Britain's busiest stretches in a bid to reduce carbon emissions, including the M6 and M5 through Birmingham. The controversial move has come to light following a parliamentary question. Despite concerns, Highways England is pushing ahead even after an earlier initiative to switch off lights was scrapped in 2019 due to an uptick in accidents. Highways England disclosed that it's currently piloting the blackout of specific road segments with the intention of eventually taking out the lights for good. During this test phase, they'll measure the accident rate against data from the past five years, and if the analysis gives the green light, those lights will be switched off permanently. As of now, two long stretches lie in darkness: one spans from the M6 Keele Bank services down to Strensham Services on the M5—summing up to approximately 91 miles of critical highway—and another covers the gap from the M27 J12 to the M3 J13, totalling about 54 miles. The matter was thrust into the spotlight by Conservative Rebecca Paul through a formal written question to Transport Secretary Heidi Alexander inquiring: "What recent discussions she has had with National Highways on its programme of (a) turning off and (b) removing lights on motorways." Parliamentary Under-Secretary of State for Future of Roads Lilian Greenwood replied, saying the change was being made to hit net zero targets: 'The Department meets monthly with National Highways to discuss its performance and delivery. This includes discussions on the company's actions to meet its Key Performance Indicator targets, one of which is Corporate Carbon reduction. 'Electricity used to light the strategic road network is by far the biggest contributor to National Highways' overall carbon emissions. To meet the reduction target, National Highways has been trialling turning off some sections of lighting, where it has been assessed safe to do so, alongside its LED replacement programme.' A National Highways spokesperson said: 'Safety is our priority and any decision to remove lighting is fully researched and carefully considered. This allows us to use taxpayers money on improving other elements of the road network that bring greater safety benefits for drivers while reducing our carbon output.' The organisation, which oversees around 4,500 miles of motorways and major A-roads in England, is conducting a year-long trial switch-off on sections of the motorway before considering lighting removal, comparing against nighttime casualty figures from the past five years. With plans to convert 70% of street lighting assets to LED by 2027, all road sections are under review for potential light removal. This follows a previous initiative between 2009 and 2019 when motorway lighting was turned off between midnight and 5am on approximately 100 miles of the network, with some lights remaining off entirely. A Highways England report examined reported road casualties during this period. According to the report, the number of casualties on previously unlit sections that had been lit rose by 88% (from 93 to 175) between 2010 and 2017. .In 2019, it was revealed that Highways England had stopped turning off motorway lights at midnight since 2018, citing the installation of LED lighting as the reason. Richard Leonard, Head of Road Safety, stated at the time: 'Safety is our top priority. On our roads, we light what needs to be lit, and we know where those locations are. We have a better understanding of where nighttime collisions occur and the impact road lighting would have. This means we can target lighting where it is needed, rather than putting lights everywhere." "We are absolutely committed to further reducing deaths and injuries on England's motorways and major A roads. This will require a concerted effort and investment over the long term." Highways England noted that data suggested a higher likelihood of being involved in a casualty incident on a lit section of road, although pointed out this may be due to the fact that lighting is often installed on more hazardous sections of the network.
Zawya
19-02-2025
- Business
- Zawya
Honeywell unveils innovative AI assistant for industrial operators in Honeywell forge production intelligence
Dubai – Honeywell (NASDAQ: HON) today announced the latest release of Honeywell Forge Production Intelligence, which seamlessly integrates performance monitoring with a new generative AI assistant to help operators and production managers automate tasks and troubleshoot problems. By leveraging advanced generative AI models, the platform's new Intelligent Assistant is designed to enhance user experience by allowing engineers, plant managers and business leaders to access key insights through simple, natural language prompts. The tool will also enable industrials to visualize, trend, and troubleshoot production issues from Key Performance Indicator (KPI) deviation contributors and asset relationships. 'As the industry continues to wrestle with the loss of expertise through higher rates of attrition and the challenges of onboarding new talent, it is good to see the incorporation of generative AI copilots, like Honeywell's Intelligent Assistant, that help to make it easier and faster for users of varying experience to get critical insights about the status of their production operations," said ARC Advisory Group's Director of Research, Mark Sen Gupta. "Such scalable and replicable solutions are invaluable for companies grappling in a fast-changing business environment.' The cloud-native platform merges performance monitoring with advanced analytics, enabling rapid root cause analysis of production issues. With the addition of the Intelligent Assistant, users can now summarize deviations and overall insights quicker and more effectively. The capability not only enhances AI insights with greater explainability and usability but also supports closed-loop collaboration workflows with case management integration. 'Honeywell Forge Production Intelligence represents a significant step forward in making data-driven insights accessible to engineers and industrial business leaders globally,' said Pramesh Maheshwari, President of Honeywell Process Solutions. 'We understand the challenges faced by our customers and believe that by leveraging generative AI, we can help assets work harder, people work smarter, and systems more efficient.' Honeywell Forge Production Intelligence is part of Honeywell's recently announced suite of AI-enabled solutions for industrials which also includes Experion Operations Assistant and Field Process Knowledge System. About Honeywell: Honeywell is an integrated operating company serving a broad range of industries and geographies around the world. Our business is aligned with three powerful megatrends – automation, the future of aviation and energy transition – underpinned by our Honeywell Accelerator operating system and Honeywell Forge IoT platform. As a trusted partner, we help organizations solve the world's toughest, most complex challenges, providing actionable solutions and innovations through our Aerospace Technologies, Industrial Automation, Building Automation and Energy and Sustainability Solutions business segments that help make the world smarter, safer and more sustainable.
