InMoment XI

AUGUST 16, 2024

The strategy can help bridge gaps between different organizational cultures, technology stacks, and ways of working, leading to a smoother integration. A strategy focused on training, support, and cultural shifts can reinvigorate interest and ensure that your investment yields better results.

2024 195

2024 Omnichannel Customer Journey Mapping Technology 195

Thematic

JUNE 17, 2024

They shared actionable insights on maximizing the return on investment (ROI) of VOC, moving beyond surface-level metrics to create real business impact. Building this culture requires a deliberate and intentional approach, starting with tying VOC analysis to core business goals. " And as a customer experience leader today.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

Optimove

DECEMBER 18, 2024

This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market. Optimize Marketing with Data-Driven Insights European operators have honed the ability to collect, analyze, and act on player data, enabling them to craft hyper-targeted marketing campaigns that maximize engagement and ROI.

Sports 64

Sports Loyalty Programs Omnichannel ROI 64

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. Many SaaS companies, for instance, have a live roadmap on their website or in their community.

Feedback 62

Feedback Roadmap NPS Loyalty 62

BlueOcean

MARCH 14, 2024

the next step is to collaborate on a roadmap moving forward. Read more here > Building the Contact Center SOW: The Framework for Success When you’ve made the big decision and decided on a contact center partner (congrats!), Or, in other words, build a robust Statement of Work (SOW). The Basics: Who, what, where, when.

Contact Center 177

Contact Center Article Hospitality Customer Care 177

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. How can something like strong customer culture be quantified? Business Performance Leadership.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

Experience Investigators by 360Connext

AUGUST 22, 2023

That’s how customer experience becomes embedded in your company’s culture. 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. An executive invested in the customer experience will inspire innovation and motivate their team.

Customer Experience 143

Customer Experience Customers Feedback Customer Centricity 143

Calabrio

MARCH 22, 2025

Hiring should elevate those candidates that are a fit for your company culture and goals. To foster a healthy, engaged culture, prioritize open communication, provide regular feedback and recognition, and offer opportunities for professional development.

Contact Center 52

Contact Center Management Call Center Measurement 52

BlueOcean

MARCH 14, 2024

the next step is to collaborate on a roadmap moving forward. Read more here > Building the Contact Center SOW: The Framework for Success When you’ve made the big decision and decided on a contact center partner (congrats!), Or, in other words, build a robust Statement of Work (SOW). The Basics: Who, what, where, when.

Contact Center 156

Contact Center Article Hospitality Customer Care 156

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. But with predictive analytics tools , businesses get a glimpse into the realm of possibilities.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps.

2019 97

2019 ROI Metrics Hospitality 97

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. From Discord servers to Facebook groups, these communities provide access to targeted opinions and help boost your brand culture. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback Social Media B2C 2024 195

BirdEye

NOVEMBER 18, 2024

ROI measurement: Translate social engagement into concrete business metrics. Here’s your roadmap to successfully implementing AI in your social media strategy: 1. When evaluating costs, consider the time saved and potential ROI. Audience behavior analysis: Discover what triggers your audience to engage more.

Social Media 52

Social Media ROI Metrics Engagement 52

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. How can something like strong customer culture be quantified? Business Performance Leadership.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence. What Came Of All This?

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Thematic

FEBRUARY 24, 2025

Creating a Customer-Centric Culture To truly benefit from customer insights, companies must: Implement feedback loops that share insights across departments. Enhance Product Roadmap Validation , ensuring new features align with real customer needs rather than guesswork.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

C3Centricity

DECEMBER 31, 2018

And it involves a culture change to move the organisation in this direction. If this is your situation, just follow the detailed steps of this post and you will soon be doubling, quadrupling, if not 10x the ROI of your data! In its simplest form a customer first strategy is about thinking customer first in everything you do.

2018 117

2018 Brands Customer Journey Mapping 2019 117

Thematic

MARCH 27, 2023

There are several key factors that help move you up the VoC maturity curve: Strategy, technology & data, and internal enablement & customer centricity (culture). You’ve established a customer centric culture with the “voice of your customers” at the heart of your CX strategy and business operations.

Customer Centricity 71

Customer Centricity Feedback Social Media Roadmap 71

ChurnZero

FEBRUARY 26, 2021

As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. Every company does things a little different – their values, culture, how they approach feedback and reviews.

Customer Success 59

Customer Success Management Roadmap Feedback 59

InMoment XI

APRIL 3, 2024

Each of these advantages leads to and reinforces the same outcome: Increased revenue and improved ROI on customer-facing initiatives. Access Your Digital Experience Transformation Roadmap ebook and if you’re ready to take the digital experience further than ever before, book a demo with InMoment today! References Fullstory.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

C3Centricity

MAY 11, 2020

Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” This is the same for every project, not just that of adopting a customer-first strategy.

Customer Centricity 98

Customer Centricity Chief Customer Officer Return on Investment Culture 98

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. He knew their culture, desires, background, and tastes.

Roadmap 68

Roadmap Advertising Return on Investment ROI 68

Gainsight

APRIL 9, 2024

Our mission is to create a thriving culture of community within the technology space. If we truly want to build a culture of community and belonging, we need to be the same person at home as we are at work and with our customers. Deployment Engagement Adoption ROI Community engagement is a key part of the “E” portion of this framework.

Connections 52

Connections Chief Customer Officer E-support Events 52

SurveySensum

MARCH 12, 2025

With cross-tabulation, they can break down engagement, satisfaction, and workplace culture data by: Department: Identifying which teams struggle with morale or productivity. Turn Your Data into Dollars: SurveySensums Cross-Tab Analysis Drives ROI Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free

Airlines 52

Airlines Net Promoter Score Travel Customer Satisfaction 52

CX Journey

NOVEMBER 6, 2014

Cultural Considerations Q. What cultural faux pas do we need to avoid? Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? Cultural Considerations Q. Take an honest look at your organization’s culture.

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68

Hero Digital

OCTOBER 16, 2018

Our CX Maturity Model is a framework that helps to assess your current organizational approach and provide an achievable roadmap for moving forward. At the organizational level, departments collaborate to execute against a defined CX roadmap, and plans exist for governance and training in personalization. Level 1: Developing.

Customer Experience 41

Customer Experience Multi-Channel Roadmap Government 41

Playvox

AUGUST 8, 2022

These include: Not wanting to return to a physical office, instead preferring remote work Limited opportunities for advancement or low visibility for them as individuals Higher pay at another company Poor management oversight or leadership practices Lack of skills needed to excel in the role Weak company culture Stress and burnout.

Contact Center 78

Contact Center 2022 2021 Leadership 78

CX University

NOVEMBER 7, 2023

Any learners who join the 90 Days Roadmap to CCXP program will be granted access without additional charge upon successfully passing the Customer Experience Specialist (CXS) certification exam. Course Availability Course is available for purchase as a stand-alone program or as an add-on the the CX500 Mastery Series.

Roadmap 52

Roadmap Customer Experience Professionals 2016 ROI 52

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. An international Customer Experience Strategy Expert and Customer-Centric culture transformation Specialist, Olga Guseva is a Keynote Speaker, internationally published Author, Blogger, and Consultant. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

West Monroe

AUGUST 12, 2024

Stefanie discusses how empowering every employee at UPS with data science and fostering a culture of learning strengthens the organization from within. Over the last 10 years, she has driven change by creating strategic visions and long-term roadmaps to drive adoption in data-driven decision-making.

2024 52

2024 ROI Innovation 2025 52

ClearAction

APRIL 17, 2019

A company that relies on revenue doesn’t exist without customers,” said Carol Borghesi 3 , former SVP of Client First Culture at the Canadian telecom TELUS. Therefore, a two-year or three-year roadmap is the only truly sustainable way to make transformational changes.”. 9 Customer Experience ROI Trajectory , Carol Borghesi.

Management 69

Management Customer Experience Management Books Financial 69

CX University

NOVEMBER 21, 2023

CX520 Mastery Series : for individual sale 90 Days Roadmap to CCXP : for individual sale CX720 Series: offered as an Enterprise Learning Solution For more information, please contact: Jeanne Kiralfy jkiralfy@cxuniversity.com CX University The post CX University Revamps its Course Content appeared first on CX University.

2016 52

2016 Roadmap ROI Customer Experience Professionals 52

CX University

OCTOBER 19, 2017

When we talk about improving Customer Experience, we focus on strategy, culture, and nit-pick the journey, but we need to shift our thinking and begin from a different place. Culture refers to the basics of how people work together to make decisions and how quality is maintained. More on that later in the article.).

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Amity

FEBRUARY 10, 2017

Another driving factor of change in marketing is pressure to prove ROI. The platform is made of highly engaged users and community members, and it encourages everyone to share ideas, roadmaps, and product questions. That’s our legacy, and although Oracle Marketing Cloud is a newer entity, it blends easily into that culture.

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

SurveySparrow

SEPTEMBER 8, 2021

As it focuses on pretty much everything about the employees – how they feel about your company, the benefits offered, the vibe they’re getting, office culture, etiquette, and leadership qualities. Their focus is on giving the right recognition to strengthen workplace culture, eventually driving better ROI.

Employee Experience 59

Employee Experience 2021 Management Culture 59

West Monroe

MARCH 14, 2024

Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI. Featured Content Achieving ROI today requires speed, value, and adaptability Read More Our commitment to delivering results is reflected in every client engagement.

Banking 40

Banking 2030 Financial ROI 40

West Monroe

JULY 21, 2024

85% of current GenAI projects fail to make it past the proof-of-concept phase and therefore deliver no immediate and concrete ROI. While no team is expected to go undefeated—and there is true value in a fail-forward learning culture—this track record is more likely to drive a team to being relegated rather than elevated.

Government 52

Government Technology ROI Roadmap 52