eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 297

Customer Experience Leadership Innovation Workshop 297

BlueOcean

SEPTEMBER 17, 2020

It’s always been critical to ensure that training does not result in death by Powerpoint, but these days it is more important than ever to keep training engaging. The post From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program appeared first on Blue Ocean. You deserve it.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

InMoment XI

APRIL 26, 2022

Key 1: Don’t Be Afraid to Make Mistakes Key 2: Engage New and All Audiences Key 3: Apply What You’ve Learned. Key 2: Engage All Audiences. However, intelligence and roadmaps are only half the battle; taking action is imperative to actually making your experiences more inclusive. Key 1: Don’t Be Afraid to Make Mistakes.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

InMoment XI

MAY 18, 2022

For our post-opportunity listening post, we’ve found that interviews are the most effective way to engage buyers. Here’s what we’re doing and why we think it is successful. Building Human Connections. And the intelligence we glean from these “buyer interviews” is impactful across teams. The Insights.

B2B 370

B2B Roadmap Sales Demo 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

InMoment XI

AUGUST 17, 2023

Here are some strategies to leverage employee experience: Focus on Employee Engagement: Actively engage employees by involving them in decision-making processes, recognising their contributions, and fostering a collaborative and inclusive culture.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

CSM Magazine

DECEMBER 16, 2024

Seamlessly integrating with communication channels and live agent interfaces, the portfolio harnesses Generative AI (GenAI) to deliver a competitive advantage through streamlined, personalized, and highly engaging customer interactions.

Communication 52

Communication Engagement Customer Engagement 2025 52

InMoment XI

JULY 13, 2022

One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. Feed this data back into your product roadmap and to your sales team. 4: Engage Your Promoters. One such example might be providing access to your product roadmap as part of an advisory council.

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

InMoment XI

JANUARY 27, 2025

The customer, already engaged and receptive, books the session, which results in them purchasing additional products. Understanding these drivers provides a roadmap to continuous improvement, whether its agent behavior, product knowledge, or customer sentiment.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Experience Investigators by 360Connext

JANUARY 5, 2022

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. This team continues to meet regularly and uses data and organizational goals to create the appropriate CX roadmap for the future.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

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. Blog Customer Engagement Customer Experience Featured Opinion branding change management guest post linkedin'

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Examine Your Current Roadmap.

Roadmap 104

Roadmap Customer Centricity Metrics Customer Satisfaction 104

CX Accelerator

JUNE 8, 2020

Engage team members, showing them the critical role they play in helping to improve the customer experience. When frontline employees navigate difficult customer issues, their engagement will increase when they see leadership addressing some of the problems they share. Present your product roadmap and get valuable customer input.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Win the Customer

DECEMBER 21, 2024

This involves: Collecting comprehensive customer data: Gather data from various sources, including website interactions, mobile app usage, social media engagement, customer support tickets, and CRM systems. This not only enhances customer satisfaction but also drives business growth and strengthens customer loyalty.

Social Media 59

Social Media Roadmap Return on Investment ROI 59

InMoment XI

OCTOBER 7, 2024

Smart Recommendations and Summaries Reduce time to insights and improve program engagement with coaching recommendations Let AI be your sidekick to make sense of your customer voice in seconds. These summaries can be shared across teams, helping to streamline decision-making and foster engagement across the organization.

Events 243

Events Competitive Advantage Innovation 2024 243

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. For instance, adding SMS reminders or app push notifications can enhance engagement.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Customer Bliss

SEPTEMBER 17, 2015

We have great success by first meeting with cross-silo groups of employees to engage them in the one company responsibility to customer experience. The biggest outcome should simply be a roadmap that states by stage: touchpoints. As you know, this work sometimes makes people uneasy. emerging priorities from customers’ standpoint.

Touchpoint 202

Touchpoint Roadmap Customer Journey Leadership 202

InMoment XI

JANUARY 30, 2024

Employee Engagement: Happy and engaged employees are more likely to provide better customer service. Can We Review the 24-month Product Roadmap? Crafting a roadmap for your initiatives is necessary to not only get the quick wins you need, but to set long-term goals. However, not even CX professionals can see the future.

Customer Experience Management 221

Customer Experience Management Customer Experience Management Roadmap 221

SAP Customer Experience

JUNE 23, 2023

Engage with us In case you need any further information please reach out to maxattention@sap.com. Virtual June 13, 2023 Agenda Slides Recording Dear Valued Customer, Please find the slides here and a recording here. Kindly note that a wrap up blog will follow shortly. For more information on SAP MaxAttention.

2023 82

2023 Transportation Roadmap Engagement 82

MyCustomer

APRIL 8, 2022

Engagement How to turn statistics into a visual CX roadmap.

Roadmap 93

Roadmap Engagement 93

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. Actionable Suggestion : Engage with the customer to clarify the specifics of their request. I’d also love to hear your experiences on this subject.

Feedback 513

Feedback ROI Innovation B2B 513

Experience Investigators by 360Connext

JUNE 22, 2021

Did they seek support at similar times or stop engaging with the product or relationship manager? Now that you know who your at-risk customers are, it’s time to take action to not only keep them from leaving, but keep them truly engaged with your brand. Product usage is a great indicator of customer engagement.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. How the CX ROI Metrics Roadmap Works Gold : First, your CX team facilitates earnest use of customer experience insights for growth efforts: Products and services : new, upgrades, and lite versions.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

ChurnZero

MARCH 7, 2025

Additionally, 60% have solved a problem through a digital community, and 78% have engaged directly with brands at least once per quarter. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. 2: Lightweight community software.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

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

Thematic

MARCH 30, 2025

When people feel their voice led to real change, they’re more likely to: engage more, stay longer, and become brand advocates. It improves your NPS and survey engagement. The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap.

Feedback 62

Feedback Roadmap NPS Loyalty 62

InMoment XI

NOVEMBER 30, 2023

Engage with Your Audience: Build strong relationships with your audience through active engagement. These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Employee Engagement Your employees are integral to your brand’s reputation.

Brands 284

Brands Management Multi-Channel Social Media 284

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

Customer Bliss

NOVEMBER 29, 2016

Engaging peers to understand their interpretation of the work. Create a roadmap with simple initial wins. Identify how to package wins and engage the organization. Leadership engagement. Establishing an understanding within the organization of the role and its value. Make sure the CCO has a seat at the C-Suite table.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. How authentic engagement leads to millions of dollars in cost savings. Develop an engagement plan. Bala Rajan (@speak2bala) September 20, 2016.

2016 267

2016 Innovation Marketing Insights 267

PeopleMetrics

APRIL 3, 2025

Unless a customer engages in a direct back-and-forth (and shares their info), youre probably not linking that Yelp rant to a CRM profile anytime soon. Is it one-way, two-way, or still on your roadmap? Social Data? Still Tricky One thing that hasnt changed? Integrating social feedback into CRMs is still hard, mostly due to anonymity.

2025 62

2025 Roadmap 2017 Call Center 62

Alida

DECEMBER 7, 2018

” QVC is a leading video and e-commerce retailer, engaging with millions of shoppers every day. 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. We caught up with their insights team on their priorities for 2019.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

InMoment XI

MAY 3, 2024

Social Media Monitoring: Tracking customer sentiment and engagement on social platforms. Competitor Analysis: Monitoring competitor performance and market trends to stay ahead of the curve. Click and Collect Data: Understanding customer preferences for omnichannel shopping experiences.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

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. And when you absolutely engage it from that perspective, you completely transform your approach. We need to engage this with an urgency that we never have before.

Roadmap 98

Roadmap Culture Connections Books 98

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. However, not every visual engagement provider offers the ideal solutions to your needs. However, not every visual engagement provider offers the ideal solutions to your needs. End-User Adoption.

Engagement 109

Engagement Culture Technology Omnichannel 109

Experience Investigators by 360Connext

MARCH 12, 2024

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. This conversation isn’t just a critique, it’s a roadmap to excellence in loyalty program implementation.

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

Thematic

MARCH 20, 2025

By using Thematic’s AI and human expertise , Atlassian uncovered key customer pain points and improved its product roadmap​ Key takeaway: Companies that act on pain points fast gain a competitive edge—73% of consumers will switch to a competitor after multiple bad experiences.

Social Media 62

Social Media Banking 2027 Roadmap 62