eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This cultural shift requires a top-down approach, where leadership sets the tone for collaboration.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? Key Takeaways.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

InMoment XI

APRIL 26, 2022

However, intelligence and roadmaps are only half the battle; taking action is imperative to actually making your experiences more inclusive. Being more inclusive is an invaluable component of marketplace leadership, but it’s also what will set your organization apart from your competitors in your customers’ eyes.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

Customer Bliss

MARCH 16, 2018

Make the Customer Leadership Executive an Officer of the Company. After initiating the CCO job, it’s important to establish the working relationship between the company leadership and the CCO. Commitment Questions : Is the leadership team in alignment about the role and how they interact as a team? CX Click To Tweet.

Leadership 111

Leadership Engagement Chief Customer Officer Roadmap 111

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . In this conversation, Rob also addresses the importance of leadership believing that earning the loyalty of customers and employees is central to the strategy of the business.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. The Impact of Thought Leadership and Expertise in Reputation Management Thought leadership plays a pivotal role in shaping how your brand is perceived. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

Retently

MARCH 11, 2025

Monthly presentations for leadership , highlighting CX-driven improvements and business impact. This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy. Whats included in a CX roadmap?

Management 115

Management Customer Experience Roadmap NPS 115

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. And obviously, the last couple of months, as myself and my leadership have had to recast that vision. “When you talk about concern, anxiety and sustainability kind of go hand-in-hand.

Roadmap 323

Roadmap Customer Journey Mapping Leadership 2020 323

Customer Bliss

SEPTEMBER 17, 2015

The biggest outcome should simply be a roadmap that states by stage: touchpoints. Later as you establish focus with your leadership team, deeper mapping should occur as you are trying to solve a particular customer problem or innovate new experiences. Out of these sessions, do not start to map touchpoints.

Touchpoint 202

Touchpoint Roadmap Customer Journey Leadership 202

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. . Do you agree?

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

CX Accelerator

JUNE 8, 2020

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. Engage team members, showing them the critical role they play in helping to improve the customer experience.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Customer Bliss

NOVEMBER 29, 2016

What sets Donna apart is that she has charted her path by rising through a variety of leadership, operational and revenue generating roles in highly regulated and uniquely challenging industries. Create a roadmap with simple initial wins. Leadership engagement. Make sure the CCO has a seat at the C-Suite table. Communication.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

InMoment XI

OCTOBER 7, 2024

Discover These and Other Innovative Product Features The features unveiled today offer a glimpse into the innovative products and features currently available, as well as those on InMoment’s extensive innovation roadmap. InMoment has shared its press and release notes, highlighting its technological advancements and industry leadership.

Events 243

Events Competitive Advantage Innovation 2024 243

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. He put together a one-page roadmap and brought it to the senior leadership team. How did he present the journey map to leadership?

Leadership 157

Leadership Roadmap NPS Employee Experience 157

Experience Investigators by 360Connext

MARCH 19, 2024

As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. Get ready to equip your team with the tools they need to excel in this challenging yet rewarding aspect of customer experience leadership.

Roadmap 200

Roadmap Culture Leadership Books 200

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

CX Accelerator

JULY 1, 2020

Define your digital roadmap, including expectations, roles and responsibilities, and timing. A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. How can you turn your customers into promoters?

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

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

ShepHyken

DECEMBER 18, 2020

As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. In the months that followed, I worked with leadership teams that were leveraging technology to drive connections with their employees and customers. What a year 2020 has been!

Leadership 77

Leadership Customer Experience 2020 2019 77

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. With the stakes this high and the current business environment this challenging, company leadership shouldn’t shy away from investing in a digital transformation framework that’s calibrated to deliver success. Choose the Right Leadership.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. CX #Leadership Click To Tweet. It’s easier to get the work done when you have a team that trusts you and believes in the work you’re doing. #CX

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Incorporate customer feedback data and quotes into project plans and product roadmaps. How can you create a customer-first culture? I get asked this question quite a bit. I wish there were a simple recipe: Oh!

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

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

InMoment XI

AUGUST 16, 2024

Leadership Buy-In: Engage leadership to act as champions for the initiative. InMoment has created a digital transformation roadmap to help you create successful digital experiences in your organization. Offer continuous support, such as on-demand help resources, tutorials, or peer networks.

2024 195

2024 Omnichannel Customer Journey Mapping Technology 195

Thematic

MARCH 20, 2025

Who needs access to insights—product teams, marketing, customer service, leadership? Melodics did this by using insights to shape their product roadmap, reducing engineering costs while prioritizing features that actually mattered to users​ 7. Encourage leadership teams to use customer feedback when setting strategies.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

InMoment XI

AUGUST 2, 2023

It requires alignment of processes and actions that prioritise customer satisfaction at every level; from the leadership team to front-line employees, everyone must understand their role in delivering for customers and comprehend the significant impact it has on the success of the business.

NPS 195

NPS Customer Centricity Culture Automotive 195

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

GetFeedback

JANUARY 27, 2020

Buy-in: When one or more of the above criteria are not met, leadership may not see an incentive to invest in a VOC program. Remember that leadership buy-in depends on being able to demonstrate the value of changes implemented based on VoC insights. Next, decide on the KPIs—or key performance indicators—that you want to measure.

Feedback 221

Feedback Metrics Customer Journey Mapping ROI 221

Customer Bliss

OCTOBER 15, 2015

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. As a result, the customer experience becomes the defaulted outcome of every silo’s budget and projects they plan to spend that money.

Management 175

Management Roadmap Customer Journey Loyalty 175

ChurnZero

JANUARY 31, 2025

In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. This article is excerpted from ChurnZero’s new guide, The AI Roadmap for Customer Teams. However, only 21% said they have purpose-built AI products in their CS tech stacks. Download a copy here.

Roadmap 97

Roadmap Download Customers Leadership 97

Retently

MARCH 17, 2025

Perfect for CX managers, operations, and leadership teams who need strategic insights to optimize operations and refine policies. Useful for leadership, c-suite, stakeholders , and annual strategy meetings. Perfect for cross-functional teams where support, CX, and leadership all need to stay aligned. The result?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

InMoment XI

SEPTEMBER 3, 2024

Product Development and Feedback Organizations can gather valuable feedback on existing products and services, providing insights that can inform product roadmaps and future development. Employee Training and Coaching Organizations can identify areas for improvement in collaboration, leadership, and professional development.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

Integrity Solutions

SEPTEMBER 23, 2021

Your organization’s mission, vision, values and leadership must all reinforce the ability to deliver value. Do you have the leadership and coaching skills and commitment to support the shift to value based selling? The post A Roadmap For Value Based Selling appeared first on Integrity Solutions. The Right Commitment.

Roadmap 70

Roadmap Sales Leadership Insights 70

Customer Bliss

OCTOBER 17, 2019

How do you unite that leadership team to reward people consistently and to have a consistent way that you raise the organization? Three critical skills to your roadmap as a CX leader. And those three things: The ability to unite the leadership team, create one version of the truth with them, and a path of accountability and language.

Chief Customer Officer 135

Chief Customer Officer Roadmap Leadership Hospitality 135

Customer Bliss

OCTOBER 16, 2018

And how metrics need to change, how leadership styles needs to change, and how you need to bring people to the table differently. Those competencies give you a specific roadmap. That’s why for example I’ve provided you with the five competencies which you can learn about here. 4: Getting to the whack-a-mole work too fast.

Chief Customer Officer 185

Chief Customer Officer Customer Experience Leadership Customers 185

InMoment XI

JUNE 5, 2024

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

2024 195

2024 Social Media Innovation Document 195

ShepHyken

JANUARY 22, 2019

The Interview with Mark Samuel: Mark’s book, B STATE: A New Roadmap for Bold Leadership, Brave Culture, and Breakthrough Results , details a paradigm shift that will lead individuals and companies to success. His most recent book is B STATE: A New Roadmap for Bold Leadership, Brave Culture, and Breakthrough Results.

Roadmap 96

Roadmap Exceptional Customer Service Books Culture 96