Thematic

MARCH 30, 2025

For example, if a hotel guest fills out a post-stay survey complaining about slow check-in, a manager might call or email the next day to apologize and confirm the issue is being addressed. Fix the Issue (or Implement the Idea) and Document the Action This might seem obvious, but you can’t close the loop without acting on the feedback.

Feedback 62

Feedback Roadmap NPS Loyalty 62

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

InMoment XI

JUNE 5, 2024

Document level text mining/NLP – Supporting all industry-standard NLP functions, including classification (via ml models, boolean queries, or against pre-trained taxonomy based on Wikipedia categories), NER, theme/concept extraction, sentiment measurement, summarization, intention, effort, and emotion measurement.

2024 195

2024 Social Media Innovation Document 195

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

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. Being one of Canadas most renowned legal firms, they needed a tool that was not just reliable but could also keep their files and documents secure.

Connections 52

Connections Roadmap Demo 2024 52

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

BlueOcean

SEPTEMBER 30, 2018

It’s a dynamic document that, like your partnership, requires time and attention. This should be followed by a clear breakdown of roles within the project: What do the management teams look like on either side of the table? That’s where a formal Statement of Work (SOW) comes into play. Who serves as the primary point of contact?

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

InMoment XI

SEPTEMBER 3, 2024

Compliance and Risk Management By monitoring conversations, conversation analytics can detect potential compliance issues, such as the use of inappropriate language or the disclosure of sensitive information. This process can help identify emerging trends, consumer preferences, and unmet needs that can guide the product development process.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

GetFeedback

JULY 19, 2019

If your Voice of the Customer (VoC) program relies on understanding the customer experience mostly or entirely offline, you have a novel challenge to manage: Less than 0.5% They are documenting their satisfactory experiences, and they are giving you operational nuggets of insight. But they are doing something.

Social Media 262

Social Media Webinar Feedback Books 262

Customer Bliss

APRIL 4, 2018

Use this knowledge to identify the capabilities and roadmap you’ll need to identify the capabilities and the roadmap that you’ll all build together to get to the place where the company needs you to be to be. Leverage the knowledge of your needs from peers. CustExp Click To Tweet.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Customer Bliss

JULY 26, 2018

Around the 2-year mark, after William spent more time working together with his team and agency partners, they started to flesh out agency roadmaps to clarify roles and communication processes. Document the process. We can’t forget how important documentation is when it comes to implementing a new strategy!

Government 111

Government Chief Customer Officer Roadmap Document 111

Kayako

OCTOBER 27, 2016

For customer support managers there are many duties to get your head around. Your first 90 days as a new manager are scary, and more so if you are pioneering a role in the company. What responsibilities does a customer support manager have? This is essential for a new customer service manager. We want to help!

Management 89

Management Culture Social Media Roadmap 89

Gainsight

OCTOBER 22, 2020

I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product. Tell us a bit about yourself and what your role is at Gainsight. Do you use the Gainsight platform to do your job? If so, how? .

Management 98

Management Roadmap Document Customer Centricity 98

PeopleMetrics

MARCH 25, 2022

This guide will answer some of the most common questions that business leaders, marketers, and product managers have about CABs: What are customer advisory boards (CABs)? The input collected through CAB interactions is then put to use to guide specific business objectives, like product roadmapping or adjusting marketing messaging.

Roadmap 118

Roadmap Feedback B2B Interaction 118

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. This is why strategic aspects of change management models should form the foundation of every digital transformation framework. Targets, then, become the documented, tangible steps that must be achieved to progress away from the baseline.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

CSM Magazine

FEBRUARY 3, 2025

Whether you’re mapping long-term strategies or addressing immediate operational needs, a planning platform can serve as your business roadmap. Time Management: Keep track of deadlines and ensure your team meets milestones without unnecessary stress or delays. How to Use a Planning Platform for Goal Setting and Tracking 1.

Financial 52

Financial Rewards Programs Exceptional Customer Service Roadmap 52

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. A few starters include: Cemantica : Cemantica is a scalable customer experience management platform created by CCXP professionals, which is a huge plus in our book!

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

Gainsight

SEPTEMBER 1, 2022

To be sure, Product Managers spend a lot of time deciding which features need to be added to their product. But with multiple products and new urgent bugs and features to manage daily, it can be hard to focus on an organization’s bigger vision. PMs can solve these challenges with a data-based product roadmap.

Roadmap 52

Roadmap Net Promoter Score Document Metrics 52

Talkdesk

DECEMBER 10, 2020

the investment, resources and change management) of executing this project. Don’t forget to document why you’re looking to replace your current solution. This assessment allows you to better understand your current state, identify which areas to improve and establish a CX strategy roadmap to reach your desired state.

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Helping to roadmap the releases means Support can identify and handle minor bugs, and also to communicate the correct issues to customers or engineers.”. Creating self-service documentation. Be the voice of the customer.

Customer Service 71

Customer Service Document Webinar Roadmap 71

Gainsight

SEPTEMBER 20, 2019

Our product management team creates a list of all the product improvements, potential new features, and critical bug fixes that need to be made. Once Product Management knows all the potential work items at play, the real work begins. As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.),

Roadmap 58

Roadmap Webinar Document Definition 58

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? 6 Customer Feedback Processes from Product Management Experts. From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Product Manager | Blend. Chris Chumley. Clement Kao.

Feedback 117

Feedback Roadmap Demo ROI 117

Education Services Group

MAY 28, 2021

Also known as a Success Plan or a Joint Success Plan , it is a document that’s developed collaboratively with your customer at the start of your relationship. Then, the CSM will use this conversation, and the document created from it, to build out a plan for delivering on that value throughout the customer’s lifecycle.

Customer Success 98

Customer Success Document Sales Customers 98

SurveyGizmo

AUGUST 10, 2020

Gathering and quickly reporting on data allows product management and engineering to see user response to new products and features in real-time, allowing for rapid adjustments without the need for dedicated analysts all the time.”. This helps them drive product roadmap and development. Click here to read more.

Feedback 98

Feedback Roadmap Customer Satisfaction Document 98

BirdEye

NOVEMBER 18, 2024

Understanding the advantages and limitations helps you make an informed decision about incorporating AI into your social media management strategy. That’s where Birdeye Social AI comes in – a comprehensive solution that brings all aspects of social media management under one roof.

Social Media 52

Social Media ROI Metrics Engagement 52

Thematic

JANUARY 21, 2025

Text analytics organizes this messy feedback into actionable insights, providing a roadmap for better decisions. Text analytics involves breaking down raw, unstructured text into manageable pieces to uncover patterns, trends, and insights. Why is Text Analytics Important?

Insights 62

Insights Social Media E Commerce 2030 62

Kustomer

APRIL 28, 2022

This is why it’s so important for leaders company wide to be on the same page when it comes to customer life cycle management. So you want to set up not only a journey framework, like a customer life cycle, but also a management process to start working from insight to implementation, not do it once, but continuously.”. Start small.

Management 81

Management Customer Journey Roadmap Customer Service 81

Avaya

APRIL 15, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. The post Roadmap to Achieve AI Benefits for Customer Experience appeared first on Avaya Connected Blog. Gareiss leads Nemertes Digital Transformation research.

Roadmap 47

Roadmap Customer Experience Contact Center Document 47

ReviewTrackers

MARCH 14, 2019

To understand what “customer journey” means, let’s use a definition by SurveyMonkey : “Think of the customer journey as a roadmap detailing how a customer becomes aware of your brand, their interactions with your brand–and beyond. Empower your customers by giving them the tools they need to take control of their own banking.

Banking 94

Banking Customer Journey Touchpoint Rewards Programs 94

Avaya

APRIL 10, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

SurveyGizmo

SEPTEMBER 17, 2020

Gathering and quickly reporting on data allows product management and engineering to see user response to new products and features in real-time, allowing for rapid adjustments without the need for dedicated analysts all the time.”. This helps them drive product roadmap and development. Click here to read more.

Feedback 64

Feedback E-support Roadmap Customer Satisfaction 64

Clarivate

DECEMBER 12, 2023

Case in point: FoundationIP , the first SaaS-based IP management solution, purpose built to increase IP team efficiency by leveraging automation and best in class country rules. It provides a flexible foundation for hyper-efficient IP management, helping you keep pace with growing demands.

Innovation 59

Innovation Management 2023 Roadmap 59

Gainsight

DECEMBER 27, 2019

6 Important Product Management Metrics (and How to Improve Them). In this post, we take a look at six product management KPIs every product manager needs to know to reach their goals. “As As a product manager, metrics affect every move you make. Is Customer Feedback Really Making It to Your Product Roadmap?

Article 97

Article 2020 Roadmap 2019 97

Bold360

DECEMBER 7, 2020

We spoke with Chris Savio (Manager, Product Marketing, LogMeIn), who literally helped write the playbook. In the absence of self-service tools, a support organization’s knowledge base would be contained within the brains of human agents or else the agent would have to text somebody else or go to whatever documentation they have available.

Multi-Channel 98

Multi-Channel Customer Engagement Roadmap Engagement 98

Totango

MARCH 12, 2019

Follow a Roadmap Established by Customer Success Software. Quality customer success software makes it easy to break the onboarding process down into manageable steps, putting you on the path to success. Document every customer interaction and automate tasks. Automate a variety of campaigns.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

Quadient

JUNE 1, 2022

Quadient Named an IDC MarketScape Cloud Customer Communications Management Leader. Product Marketing Manager (CXM) – Tami May . The IDC MarketScape: Worldwide Cloud Customer Communications Management Applications 2022 Vendor Assessment is now available, and I am thrilled to announce that Quadient was once again named a Leader!

Communication 52

Communication Management Multi-Channel 2022 52

Customer Bliss

AUGUST 11, 2016

We have documented research everywhere that customer experience is more valuable than the perceived financial number attached to your brand , but many schools are still teaching power branding and old-school sales funnels. This includes top management all the way to those who regularly interact with customers. Operations?

Customers 141

Customers Books Sales Roadmap 141