Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Marketing & Product Teams Using customer insights to improve messaging, website UX, and product offerings. CX Managers dont just react to problems, they anticipate them.

Management 115

Management Customer Experience Roadmap NPS 115

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework? Why Does it Matter? Just look at Atom Bank.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

InMoment XI

MARCH 21, 2022

Businesses cling to the easy insights floating at the top of their datasets, but often miss the deeper insights hidden behind unstructured data. To make matters worse, because the process is so slow, the accuracy of the insights are impacted too. Solve the Challenge: Have a Roadmap From the Beginning .

Brands 397

Brands Roadmap Webinar Social Media 397

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. By the end, you'll know how to turn raw data into actionable insight. Importantly, break down data silos.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

InMoment XI

JANUARY 27, 2025

At times, even the insights that surfaced from customer-agent interactions can feel burdensomean endless inbox of problems to solve. With real-time access to this data, marketing and operations teams can act immediatelysending targeted offers, automating follow-up emails, or launching personalized ads based on these insights.

Call Center 195

Call Center Contact Center Social Media Apparel 195

InMoment XI

MAY 18, 2022

Following the methodology below, our own customer experience (CX) program (Elevate) is successfully getting feedback from upwards of 90% of closed sales opportunities in our best months—and the insights are invaluable. And we use the robust insights to drive cross-functional action. The Insights. Building Human Connections.

B2B 370

B2B Roadmap Sales Demo 370

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. Let’s go!

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

eglobalis

APRIL 6, 2025

Youll find actionable insights, real business examples, and guidance grounded in research from trusted institutions like McKinsey, BCG, and Harvard Business Review. B2B leaders who operationalize these elements build trust, reduce churn, and become part of the customers long-term roadmap. BearingPoint (Insights), 2020.

Contact Center 271

Contact Center B2B Competitive Advantage 2023 271

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. That’s a clear sign that businesses using customer insights effectively have a real competitive edge. Without structure and integration, your insights will be shaky, and your strategies won’t hold.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

ShepHyken

DECEMBER 4, 2020

Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. So, take the time to build your customer experience roadmap and align your budgets with it. What is a Customer Experience Roadmap? Customer Experience Roadmap Case Study.

Roadmap 112

Roadmap Customer Experience Airlines Travel 112

InMoment XI

AUGUST 3, 2022

Identify your retention challenges, build your feedback-gathering tools around those challenges, and analyze what your employees are telling you for insights to take action on. So, with that in mind, shift your paradigm if you haven’t already to designing your experience program with the end in mind. Well, we have the answer to that as well!

Employee Experience 418

Employee Experience Brands Roadmap 2021 418

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. You asked leaders for ideas and insights and feedback to improve the customer experience. You created action plans to improve the journey after finding insights.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Customer Bliss

SEPTEMBER 19, 2017

It brings together the market insight, location analysis, and business intelligence today’s market requires. For the past decade, Alteryx has empowered strategic planning executives to identify and seize market opportunities, outsmart their competitors, and drive more revenue from their current businesses.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

CX Accelerator

JUNE 8, 2020

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. Present your product roadmap and get valuable customer input.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Thematic

JANUARY 21, 2025

It’s a powerful tool that helps you understand what your customers are really saying by transforming unstructured text into meaningful insights. Text analytics organizes this messy feedback into actionable insights, providing a roadmap for better decisions. This insight would greatly help them make targeted improvements.

Insights 62

Insights Social Media E Commerce 2030 62

InMoment XI

APRIL 26, 2022

This means doing some legwork to find out how those audiences communicate, what their preferences are, and bringing all of those insights to bear when meaningfully improving your experiences to accommodate diversity and inclusion. You can and should apply the above mindset to any experience goal you have across the entirety of your business.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

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. Methodology: IMRG conducted six surveys of its UK retailer membership during IMRG members only online webinars in August 2024.

2025 52

2025 Roadmap Retail 2024 52

BlueOcean

MARCH 24, 2025

Assign accountability for bringing insights and recommendations on bigger picture strategic initiatives. The contact center SOW will outline exactly what and how often metrics are to be reported and analyzed. But in a true strategic partnership, you will want to go beyond a responsibility to provide operational data.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

InMoment XI

AUGUST 17, 2023

Get Customer Feedback: By capturing feedback on the customer service experience, companies can gain insights into their strengths and weaknesses, enabling them to make targeted improvements and enhance overall customer satisfaction.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

InMoment XI

OCTOBER 7, 2024

With AI-powered improvement suggestions, more robust API integrations and intelligent automation, competitor review data ingestion, and individual speaker insights from customer conversations—it’s time to take your CX program to new levels. Understand Conversational Experiences: Reduce time to insights and improve program engagement 2.

Events 243

Events Competitive Advantage Innovation 2024 243

InMoment XI

JULY 13, 2022

Reading through detractor feedback, you’ll gain insights into why they wouldn’t recommend you and be able to adjust accordingly. Feed this data back into your product roadmap and to your sales team. One such example might be providing access to your product roadmap as part of an advisory council. 5: Thank Respondents.

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

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

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Learn about the latest changes to PeopleMetrics and how they affect your team. We highlight: Features we added in 2020.

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

InMoment XI

JANUARY 30, 2024

CXM software can also contribute to employee satisfaction by providing tools and insights to enhance their ability to serve customers effectively. Real-world experiences from businesses similar to yours can offer unparalleled insights into the platform’s practicality and effectiveness. Can We Review the 24-month Product Roadmap?

Customer Experience Management 221

Customer Experience Management Customer Experience Management Roadmap 221

InMoment XI

MAY 3, 2024

Listening to ALL Customer Signals Foot Locker’s CX programme, run by InMoment, is fueled by a wide range of customer signals that provide valuable insights into customer behaviour and preferences. These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Optimove

NOVEMBER 26, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Building a successful post-purchase journey requires a careful balance of strategy, data insights, and phased implementation. 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

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. By collaborating on these projects, departments can share insights and resources, ensuring that the product launch is cohesive and well-coordinated.

2020 446

2020 Customer Journey Mapping Culture Innovation 446

Thematic

MARCH 20, 2025

However, hidden there are insights for product development. Manually analyzing support tickets and community forums was too slow, and they risked missing critical insights. Enhance Market Research with Competitive Insights What if you could see what your competitors are getting right—or wrong? Want to reduce churn?

Social Media 62

Social Media Banking 2027 Roadmap 62

Win the Customer

DECEMBER 21, 2024

Analyzing data to identify patterns and trends: Utilize data analytics and machine learning algorithms to identify customer segments, predict future behavior, and uncover hidden insights. Building customer profiles: Create detailed customer profiles that capture individual preferences, needs, and behaviors.

Social Media 59

Social Media Roadmap Return on Investment ROI 59

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What are the Benefits of Conversational Analytics?

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

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. Why Not Every Request is Possible: 10 Actionable Insights As much as companies would love to satisfy every customer request, it’s not always practical or feasible.

Feedback 513

Feedback ROI Innovation B2B 513

delighted

NOVEMBER 3, 2022

If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap? Why is a product roadmap important? A product roadmap is your plan of action for the future of your business.

Roadmap 89

Roadmap Effort Score Management Feedback 89

Thematic

SEPTEMBER 1, 2021

Wouldn’t it be awesome if you could automatically analyze your support conversations to gain deep, actionable insights? Read on to learn how to use our powerful analytics for deeper customer insights. These insights help Product Managers to prioritize issues that matter. What is chat analytics?

Customer Insights 114

Customer Insights Insights Feedback Demo 114

Alida

DECEMBER 7, 2018

We caught up with their insights team on their priorities for 2019. 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. ” – Keira Henderson, Customer Insights Researcher, QVC.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

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

PeopleMetrics

APRIL 3, 2025

Today, you can embed VoC insights right into CRM records, so reps or managers dont need to bounce between platforms. And with the help of AI, its not just about embedding scoresits about surfacing contextual insights in real-time. Is it one-way, two-way, or still on your roadmap? But now, the easy part is even easier.

2025 62

2025 Roadmap 2017 Call Center 62

Thematic

MARCH 30, 2025

It’s not enough to run a customer review analysis and implement changes based on the insights; you need to circle back and communicate with the customer about their feedback. The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. What would help them?

Feedback 62

Feedback Roadmap NPS Loyalty 62