InMoment XI

JANUARY 27, 2025

After all, an effective call center plays a pivotal role in identifying root causes to eliminate recurring issues, finding ways to redirect calls to more cost-effective channels when possible, and ultimately working to help create a customer experience that doesnt result in a call center interaction at all.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Experience Investigators by 360Connext

APRIL 6, 2015

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.

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

Thematic

SEPTEMBER 1, 2021

With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on to learn how to use our powerful analytics for deeper customer insights. For example, it’s useful to know the main reasons your customers are looking for support. What is chat analytics?

Customer Insights 114

Customer Insights Insights Feedback Demo 114

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. There are some added benefits to these meetings: Gain insight about industry trends.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. These metrics are about what customers will soon experience.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Optimove

NOVEMBER 26, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaway s : Below are six key questions from marketers about crafting an effective strategy. This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

InMoment XI

AUGUST 2, 2023

By actively listening, learning, and implementing changes based on customer feedback, customer-focused companies create a framework for continuous improvement. While knowledge is valuable, taking action based on customer insights is what drives progress.

NPS 195

NPS Customer Centricity Culture Automotive 195

Alida

DECEMBER 7, 2018

QVC identified the need to get closer to their customers to understand what they want and expect from a multi-channel retailer. This insight empowers QVC to be more reactive and agile in their roadmap and attract new, younger audiences whilst still catering to their traditional customer base.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. How to Use Insights To Drive Product Roadmap. Could you please share what leading the insights team encompassed? 3 Career Lessons From A Customer Insights Professional.

Roadmap 54

Roadmap Customer Insights Insights Definition 54

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Gainsight

JANUARY 10, 2025

Heres how AI is transforming the field: Early Warning Systems: AI enables teams to predict churn months in advance, providing the time and insights needed to intervene effectively. It helps teams uncover deeper customer insights to predict churn months in advance and enable proactive, scalable customer engagement.

2025 52

2025 B2B Chief Customer Officer 2024 52

InMoment XI

JUNE 5, 2024

Deborah Battaglia Senior Vice President, Customer Experience at Assurant What’s Up Next? Our roadmap includes significant advancements in AI and NLP, particularly enhancing feedback solicitation and data integration. InMoment’s vision for the future focuses on continuous innovation and improvement.

2024 195

2024 Social Media Innovation Document 195

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. It requires a clear plan to guide progress across levers, journey teams, and geographies.

Roadmap 58

Roadmap Connections Customer Centricity Customer Experience 58

Retently

MARCH 17, 2025

They track operational KPIs, not customer insights. For example, if shipping delays are a growing complaint, the report will highlight it, show customer impact, and suggest the next steps for resolution. The Balanced Middle-Ground Approach: Best of Both Worlds Why choose between data and insights when you can have both?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. Recruit deliberately.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

GetFeedback

JANUARY 27, 2020

After all, it’s important to close the loop on your VoC strategy and deliver customer insights to stakeholders and business leaders. By opening a dialogue with your customers, you give them the opportunity to provide feedback, sending the message they are valued and heard. You may also want to consider a 1-to-many strategy.

Feedback 221

Feedback Metrics Customer Journey Mapping ROI 221

Alida

SEPTEMBER 22, 2016

DEWALT’s award-winning insight community has resulted to savings of over $1 million in study costs this year and close to $6 million since its launch. RELATED STORIES: How DEWALT uses customer insight to accelerate innovation [customer story and video]. Enhance marketing with customer insight.

2016 267

2016 Innovation Marketing Insights 267

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region.

2016 162

2016 Customer Experience E Commerce Insurance 162

Thematic

APRIL 17, 2019

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. Could you please share what leading the insights team encompassed? Arianna: At DoorDash, I was the Director of Insights where I led User Experience Research and Market Research. Alyona: Awesome. to push the idea forward. Alyona: Cool.

Roadmap 63

Roadmap Insights Definition User Experience 63

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. There are some added benefits to these meetings: Gain insight about industry trends.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? What kinds of businesses create customer advisory boards?

Roadmap 118

Roadmap Feedback B2B Interaction 118

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric.

Customer Experience 143

Customer Experience Customers Feedback Customer Centricity 143

Retently

SEPTEMBER 3, 2024

Helpdesk CSAT surveys provide insights into support performance and allow us to make adjustments that enhance customer satisfaction after every interaction. PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features.

B2B 152

B2B NPS Demo Feedback 152

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.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

McorpCX

JUNE 14, 2022

Fixing CX Potholes and Using Roadmaps for Your CX program: Insights from Forrester CX North America 2022. The presentations at Forrester CX North America 2022 , which took place June 7-9 at the Gaylord Opryland Resort and Convention Center in Nashville, were full of amazing insights and information.

Insights 111

Insights 2022 Roadmap Customer Experience 111

Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. She is a regular speaker at CX events and conferences across Europe.

Travel 204

Travel Hotels 2010 Customer Journey 204

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights.

Feedback 62

Feedback Social Media Customers E-support 62

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback Social Media B2C 2024 195

Gainsight

OCTOBER 22, 2024

Now moving on to our internal teams… Benefits to Our Team: Real-Time Insights and Action: By migrating to Gainsight CE, our entire post-sales tech stack can now work together to provide more advanced—and real-time—customer insights. Our teams can be more proactive and deliver more value to customers. The result?

Sports 52

Sports 2023 Roadmap Insights 52

Gainsight

OCTOBER 22, 2024

Now moving on to our internal teams… Benefits to Our Team: Real-Time Insights and Action: By migrating to Gainsight CE, our entire post-sales tech stack can now work together to provide more advanced—and real-time—customer insights. Our teams can be more proactive and deliver more value to customers. The result?

Sports 52

Sports 2023 Roadmap Insights 52

GetFeedback

FEBRUARY 15, 2019

If you analyze the results, close the feedback loop, and use data from NPS to dictate your roadmap, you’ll increase revenue, reduce churn , and improve customer experience. A basic NPS program can provide a great deal of customer insights on its own. Can you put a dollar value on turning a detractor into a promoter?

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

BirdEye

DECEMBER 19, 2024

Here are the key benefits that make AI marketing strategy essential for modern businesses: Enhanced customer insights AI tools dig deeper into customer data than traditional analytics ever could. Intercom : Powers customer communication: Handles customer feedback Automates repetitive tasks Provides personalized responses 2.

Marketing 52

Marketing Social Media Hospitality ROI 52

ChurnZero

DECEMBER 19, 2024

The client success team at ClearGov, the leading planning and budgeting solutions provider for local governments and schools, needed a faster, easier way to gather customer insights and feedback on the companys product roadmap.

2024 52

2024 Customer Success ROI Innovation 52

Thematic

MARCH 30, 2025

They used a feedback analysis solution— Thematic —to unify and drill down into customer comments, helping them find exactly where a problem originates and what needs to be fixed. In doing so, Atlassian was able to derive actionable customer insights faster and more accurately.

Feedback 62

Feedback Customer Centricity Culture Customers 62

NICE inContact

SEPTEMBER 18, 2019

They are creating a strategic roadmap for acquiring and broadly deploying AI call center software. Understand your call center strategy How AI for call centers can transform that strategy How to devise a roadmap to take you from many questions to a focused plan. 98% agree that their contact center is key to creating customer loyalty.

Contact Center 54

Contact Center Call Center Roadmap 2019 54

delighted

FEBRUARY 22, 2022

We send these reports to our CEO ( Sharing ) and say, “Here is what our awesome customers are asking for, here is how we should prioritize it, and here is how it impacts the product” ( Actioning and Strategy ). That is an example of a customer’s voice building a product roadmap – my team is simply here to organize and amplify.

Customer Experience 91

Customer Experience Net Promoter Score Roadmap Seminar 91