CloudCherry

JULY 10, 2019

Sometimes, you may not even realize how elements of customer service are present in the most basic user interactions. Chatbots engage customers in a conversation by presenting these questions upfront and providing options that are tailored to their needs. And in most cases, it is tied very closely to good customer service.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

Experience Investigators by 360Connext

DECEMBER 1, 2020

My client had just returned from a presentation to her executive committee. Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers.

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Roadmap Touchpoint 190

Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Presentation Sales Return on Investment 81

Experience Investigators by 360Connext

JUNE 22, 2021

But meanwhile, we have at-risk customers who are ready and willing to defect to competitors when the right opportunity presents itself. Are they asking for follow-up communication or training and not getting it? Use that information to inform your roadmap for improvements. Who are your at-risk customers?

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Thematic

MARCH 30, 2025

It’s not enough to run a customer review analysis and implement changes based on the insights; you need to circle back and communicate with the customer about their feedback. This gives you the substance to communicate back to the customer. On average this company's churn is at under 4%. What would help them?

Feedback 62

Feedback Roadmap NPS Loyalty 62

Experience Investigators by 360Connext

JULY 17, 2024

My client had just returned from a presentation to her executive committee. Our product roadmaps are based on what our customers want, and they’ll get it…in six to eighteen months, maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. They love us. No worries here.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

CSM Magazine

NOVEMBER 13, 2024

Business Systems Ltd , an industry expert in digital communications solutions, and teneo.ai – the AI-driven contact centre platform – are joining forces to present a webinar that focuses on ‘Five Signs Your Contact Centre Needs to Go Digital-First.’

Webinar 52

Webinar 2024 Roadmap Customer Satisfaction 52

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Establishing and nurturing trust requires consistent delivery on promises, transparency in communication, and a commitment to ethical business practices. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

SEPTEMBER 3, 2024

Product Development and Feedback Organizations can gather valuable feedback on existing products and services, providing insights that can inform product roadmaps and future development. This data can then be used to provide personalized feedback and coaching to employees based on their communication patterns and skill gaps.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

C3Centricity

MARCH 2, 2020

The day of the presentation arrives. If we had followed the seven-step roadmap I am going to share with you now. More than a quarter fail because of an inadequate vision, or risk assessment, poor communications, budget estimates or other lack of resources. The third challenge with people is communicating effectively.

Roadmap 102

Roadmap Management Consulting Communication 102

ChurnZero

MARCH 7, 2025

Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. What’s the impact of a digital customer community? The three stages of digital community platform evolution. 5: Personalize, gamify, and engage.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

8x8

OCTOBER 17, 2018

Although the story is very positive, there is so much more potential, and modernizing communications can help unlock it. Aggregating the data from companies that have done this type of assessment with us, about 76% are still just starting their journey to higher levels of communication maturity. Modern communications are in the cloud.

Communication 73

Communication Contact Center Roadmap Demo 73

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? 3-Phase Customer Success Product Roadmap Strategy.

Roadmap 59

Roadmap Customer Success Customer Centricity Presentation 59

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Experience Customer Journey Mapping 52

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. While structured data can be seen as the mathematics of human behavior, unstructured data is pure, unadulterated human communication.

Social Media 195

Social Media Metrics Insights Telecommunications 195

Alida

SEPTEMBER 22, 2016

The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. To launch an insight community successfully requires strategic planning, such as gathering stakeholder buy-in and consulting brand guidelines. Here’s a look at our favorite takeaways from this year’s Summit.

2016 267

2016 Innovation Marketing Insights 267

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. “You Can’t Communicate Enough” Crucial point Annette makes a few times during this episode. “Quick wins” were important. Constantly.

Travel 204

Travel Hotels 2010 Customer Journey 204

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Understanding the key lifecycle stages for an Ecommerce Focus on the Buyer Journey Each stage of the buyer’s journey presents unique opportunities and challenges for stores to engage with and satisfy customers.

Retail 109

Retail NPS Touchpoint Feedback 109

Customer Bliss

AUGUST 23, 2018

Anand talked to people on the team and communicated what he already knew from the consumer insights to gain a deeper understanding of what they meant, from the teams who handled that specific work. Communicate your role to your colleagues and peers. Recruit deliberately. Anand now has 5 direct reports rather than his initial two.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

InMoment XI

OCTOBER 24, 2023

By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. The right tools not only capture and analyze data but present it in a manner that’s intuitive and actionable. Enter analytics.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

CX Accelerator

JUNE 8, 2020

Here’s a good format for these calls from ,, Sue Duris , Director of Marketing and Customer Experience at M4 Communications, Inc: “My #1 way to listen to the voice of customer (VOC) is by phoning a customer and chatting for 15 minutes. Present your product roadmap and get valuable customer input. Learn about your competitors.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. Her autobiography Can I Be Me and her latest Emotional Justice, A Roadmap for Racial Healing. She is the CEO of The Armah Institute of Emotional Justice – a global institute on implementing the Emotional Justice framework. Or, listen on: Apple Podcasts.

Roadmap 98

Roadmap Culture Connections Books 98

Retently

MARCH 17, 2025

Ensure the offer terms are clear and well-communicated. SMS Marketing (Postscript, Attentive) Delivers targeted messaging, tracks conversion rates, and enhances direct customer engagement through real-time SMS communication. Focus on Trends : Dont just present numbers highlight whats changed and why it matters.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

InMoment XI

OCTOBER 3, 2024

Taking the time to schedule regular check-ins, personalize communication, and remember important dates such as client anniversaries will help strengthen personal relationships and improve client retention. When presenting plans or strategies, be sure to ask for their feedback and consider it when finalizing your proposed plans.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

Customer Bliss

AUGUST 3, 2018

Rob breaks down a formula for building a roadmap to help your organization build customer loyalty: Roadmap to Loyalty Leadership: Establish the baseline of the economic value of improving relative to the competition. I wish that I’d had my CFO lead the analysis instead of trying to present it to them.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. For example, if feedback suggests that certain features were unclear or that the demo didn’t fully meet expectations, we can adjust our presentation to better align with customer interests.

B2B 152

B2B NPS Demo Feedback 152

GetFeedback

NOVEMBER 18, 2019

Before you analyze your feedback, you’ve got to develop your analysis plan, which is a roadmap for how to analyze your data–and probably more importantly–why you’re analyzing it. . Think about the types of analysis you’ll need to conduct to tease out the story from the data, how you want to prepare it, and how you want to present it. .

Feedback 199

Feedback Insights B2C Customer Satisfaction 199

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. Samantha presented her findings to the CEO and executive team through a visual deck, in a way she knew her audience would be receptive to.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Gainsight

SEPTEMBER 20, 2019

As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), Then we present it to our hugging and marketing teams. The post Use This Framework to Unblock Your Product Roadmap appeared first on Customer Success Software | Gainsight. Not at all! Finally, we share it with the whole company.

Roadmap 58

Roadmap Webinar Document Definition 58

One Millimeter Mindset

MARCH 11, 2021

Does a continuous learning strategy fit into your professional roadmap? Engage me to present a One Millimeter Mindset program! She leverages Voice of the Customer and storytelling to translate across communication and collaboration disconnects impacting successful business outcomes across people and professional disciplines.

2025 106

2025 Leadership Roadmap Consulting 106

Experience Investigators by 360Connext

AUGUST 22, 2023

Customer experience is the total relationship your customer has with your organization through communication, interactions, and transactions. Present your data in ways that speak to specific departments, and continually follow up to show them how they are driving noticeable improvements in the experience.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Thematic

MARCH 30, 2025

By identifying this behavior and quantifying its impact, they adjusted communication strategies and immediately improved their NPS and lead engagement. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home. That’s the power of behavioral insights in action.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Integrity Solutions

JULY 24, 2024

Training plays a crucial role in helping your team not just understand and communicate the value proposition of your products or services but also build strong connections by demonstrating to the customer that they want to create value that’s meaningful to them.

Sales 100

Sales Roadmap Culture Presentation 100

Totango

MARCH 12, 2019

The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. Let’s go over a few ways to make innovations in the digital era of communication work for you. Automate a variety of campaigns.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback Social Media 2024 B2C 195

PeopleMetrics

FEBRUARY 26, 2018

Assuming the results are positive, the company then proudly presents their board with the survey results compared to industry benchmarks and proceeds with the board meeting. At PeopleMetrics, our product team tries to add a feature or two to each quarterly roadmap derived directly from end-user NPS feedback. How to get started?

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

Totango

SEPTEMBER 9, 2022

Prepare any presentation aids you want to incorporate, such as illustrative stories or graphs summarizing data. To make attendance manageable for busy executives, consider sending out notes in advance and placing priority items in an executive summary at the front of the presentation. Then, you’ll create a roadmap for the next 90 days.

Presentation 19

Presentation Metrics Customer Success B2B 19