eglobalis

SEPTEMBER 19, 2024

When employees are connected to the broader vision, they are more likely to invest emotionally in both the company’s success and the customer experience. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 296

Customer Experience Leadership Innovation Workshop 296

Customer Bliss

SEPTEMBER 19, 2017

Year 1: Internally, all departments had to understand what CX meant and how it connected to their work. Here are the five stages they use, journey mapping wise: Year-by-year… Normally my guests have been in the role 2-3 years, but Libby has been around longer, so I wanted to take a longer-term framework in speaking with her.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

InMoment XI

NOVEMBER 22, 2024

It works by collecting and connecting VoC data from everywhere so you don’t miss out on critical insights regarding customer behavior. InMoment helps you break free of silos by connecting experience data with CRM systems, ticketing platforms, or project management tools.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

APRIL 26, 2022

If you’re still concerned about how best to connect to audiences you haven’t consistently talked to before, this is the section for you. However, intelligence and roadmaps are only half the battle; taking action is imperative to actually making your experiences more inclusive. Key 2: Engage All Audiences.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

Totango

FEBRUARY 25, 2022

In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution. In case you missed it, Ravit Danino, our SVP of Product presented our Roadmap to Customer Success and what’s coming for 2022.

Roadmap 101

Roadmap 2022 2021 Innovation 101

CSM Magazine

OCTOBER 24, 2024

In 2025, a third (33%) of UK retailers polled said they would expand AI use roadmaps to enhance customers’ post-purchase experience in response to the rising issue of ‘where is my order’ (WISMO) enquiries. A total of 211 responses were recorded across all 6 surveys. Scurri is an Irish company, which has raised €15.3

2025 52

2025 Roadmap Retail 2024 52

Comm100

FEBRUARY 12, 2025

We regularly schedule onsite visits to clients across the globe to go over new features, strategize, and build roadmaps for long-term success. Request a demo today Request Demo The post Building Connections: Key Moments from Our Recent Client Visits appeared first on Comm100. Contact us today for a personalized demo!

Connections 52

Connections Roadmap Demo 2024 52

Customer Bliss

JANUARY 29, 2015

You have connected the dots for the organization on how each part of your operation’s communication impacts the experience. You have created a roadmap that is being actively communicated as you progress. Be dogged about showing that roadmap each and every time someone talks about the customer experience work.

Customer Experience 180

Customer Experience Roadmap Metrics Customers 180

Kustomer

AUGUST 12, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. Problem Solving Through Connection. The first step to 90 day success is to build a connection through asking questions.

Roadmap 98

Roadmap Definition Travel Consulting 98

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy. I’d also love to hear your experiences on this subject.

Feedback 511

Feedback ROI Innovation B2B 511

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Listen and subscribe to our podcast: Problem Solving Through Connection. Testing Promising Opportunities.

Roadmap 78

Roadmap Definition Travel Consulting 78

GetFeedback

DECEMBER 21, 2018

31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( Or maybe customers are asking for a service that’s already on the roadmap. ( New Voice Media ). 42% of respondents have left a business due to poor customer service. ( Genesys ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

eglobalis

OCTOBER 1, 2024

One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

2020 443

2020 Customer Journey Mapping Culture Innovation 443

Customer Bliss

MAY 5, 2015

Engage leaders to connect with customers by personally calling them. Connect experience to ROI by showing a simple metric of the growth or loss of your customer base. Inhibitor 6: Not Having Clear Communication to the Organization that Walks People Constantly through the Roadmap, and Actions, and Behaviors to Model .

Customer Experience 189

Customer Experience Net Promoter Score Roadmap Metrics 189

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. Personalization fosters stronger connections with customers and increases their likelihood of returning. What Deliverables and Roadmap Should Marketers Expect? How AI is Transforming CDPs Download Now>> 1.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

C3Centricity

MARCH 2, 2020

If we had followed the seven-step roadmap I am going to share with you now. These connections are particularly valued by smaller, emerging markets, which most people in larger organisations ignore and never consult. The 7-Step Roadmap. Could the project have been a success? Of course it could. Why projects fail. They didn’t.

Roadmap 102

Roadmap Management Consulting Communication 102

InMoment XI

MAY 3, 2024

Foot Locker’s CX programme is not just about collecting data; it’s about making meaningful connections and driving actionable insights across departments. FLX Membership Programme Data: Analysis of member behaviour and preferences to enhance loyalty programme offerings.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Thematic

MARCH 30, 2025

Simply put, closing the customer feedback loop means communicating with customers about their feedback —meaning you connect with them about what they said and what you did in response, rather than just sending a generic “Thank you for your feedback” email. In fact, 41% say brand loyalty is tied to an emotional connection.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Experience Investigators by 360Connext

JUNE 1, 2015

Setting goals creates the roadmap to positive gains. While delighted to help create a better living experience through improving the customer experience with 360Connext, Jon also enjoys cooking, decorating, squishing his toes in the mud, and connecting with his creative side in any way he can. My favorite!)

Brands 234

Brands 2015 Roadmap Retail 234

Experience Investigators by 360Connext

DECEMBER 1, 2020

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 feedback dashboards. And they thought – hey, we know our customers!

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Roadmap Touchpoint 190

CX Accelerator

JULY 1, 2020

One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. Define your digital roadmap, including expectations, roles and responsibilities, and timing. Two specific examples come to mind. Consider the current customer experience and how transforming will improve it.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Customer Bliss

SEPTEMBER 23, 2014

Simplify the roadmap for customers. Connect with customers as they experience your products and services. It is in these hand-offs that customer failures occur. Defaulted customer experiences often break where organizational breaks exist. Make the experience reliable, clear and beneficial to the customer.

Roadmap 188

Roadmap Events Customer Experience Connections 188

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. You’ve probably already identified the issue here, right?

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

Customer Bliss

NOVEMBER 29, 2016

Create a roadmap with simple initial wins. Know your numbers – connect the work to growth. Here take care to know the undercurrents that exist culturally and understand any agendas or priorities. Assess the capabilities within the organization to determine the scale of the work ahead. Get a seat at the C-Suite table.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

ChurnZero

MARCH 7, 2025

A community is a collection of people with a common interest who gather in a virtual or in-person space to connect, share, learn, collaborate, and grow. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

InMoment XI

APRIL 9, 2025

Comprehensive Data Analysis Across Channels CI collects and connects customer experience data from every relevant source to build a comprehensive dataset for analysis. However, connecting the review to the same users call transcript and survey responses uncovers a clearer picture of their unique experience.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

GetFeedback

FEBRUARY 17, 2020

This is critical because it connects your customer feedback with customer data so you have a holistic view of the customer experience. . If you connect your NPS data with your CRM, you have access to all the customer data you’ve previously collected. . The first pillar is to integrate your NPS program with Salesforce.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

Experience Investigators by 360Connext

JANUARY 10, 2023

You worked hand in hand with the product team on their future roadmap to better align with customer needs and share with them the results of their hard work. You helped other leaders communicate how their team goals were connected to CX success. Leaders started seeing how their goals were supported by a stronger customer experience.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. The best reports dont just show data they help teams connect the dots between whats happening and why. But, heres the challenge – not all CX reports are useful. NPS Breakdown Example B.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Experience Investigators by 360Connext

MARCH 19, 2024

As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences?

Roadmap 200

Roadmap Culture Leadership Books 200

Integrity Solutions

SEPTEMBER 23, 2021

Value Based Selling Connects With Customers’ Needs. A value based selling process is the foundation for aligning the way salespeople connect with the way customers buy. The post A Roadmap For Value Based Selling appeared first on Integrity Solutions. Executing On A Value Based Selling Process.

Roadmap 70

Roadmap Sales Leadership Insights 70

Customer Bliss

MARCH 26, 2015

Do you have a central roadmap that everyone follows on how you’ll drive the customer work and measure progress? But these are typically neither clear nor connected down to the operational level. ? But these are typically neither clear nor connected down to the operational level. ? I didn’t think so.

Chief Customer Officer 183

Chief Customer Officer Metrics Roadmap Connections 183

Experience Investigators by 360Connext

OCTOBER 17, 2023

Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. This is why we have to continually connect to the business why. And that’s where it gets tricky. Think about what you want leaders to know before you determine what data to include.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

MARCH 12, 2024

This conversation isn’t just a critique, it’s a roadmap to excellence in loyalty program implementation. We dive into why it’s vital for businesses to not only attract new customers with shiny offers but also to maintain and deepen existing relationships through reliable and meaningful engagement.

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

Forrester's Customer Insights

NOVEMBER 23, 2023

Use Forrester’s Assessment To Develop Your Journey-Centric Transformation Roadmap Journey centricity requires a change in operating model, moving six operational levers in concert, through three phases of transformation: activate, connect, and extend. CX leaders must steer their firms to: Transform through […]

Roadmap 58

Roadmap Connections Customer Centricity Customer Experience 58

Retently

SEPTEMBER 3, 2024

In this article, we’re pulling back the curtain to show you how we leverage our own product to improve and stay connected with our clients. PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. That’s where our NPS recurring survey comes in.

B2B 152

B2B NPS Demo Feedback 152