Customer Bliss

SEPTEMBER 19, 2017

Libby also served as an account manager at Donnelley Marketing Information Services in Stamford, CT where she was responsible for customer acquisition in the advertising, media and telecommunications industries.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

Experience Investigators by 360Connext

JANUARY 5, 2022

You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. 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.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

InMoment XI

JULY 13, 2022

If your industry is one generally viewed negatively – think debt collection, or property management – then you’re generally going to have lower scores, too. 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.

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 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. Blog Customer Engagement Customer Experience Featured Opinion branding change management guest post linkedin'

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

Kustomer

AUGUST 12, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 98

Roadmap Definition Travel Consulting 98

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Present your product roadmap and get valuable customer input. Learn about your competitors.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

delighted

NOVEMBER 3, 2022

This is a guest contribution post by Christopher Beck, Senior Product Manager at GoodRX. 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?

Roadmap 89

Roadmap Effort Score Management Feedback 89

InMoment XI

OCTOBER 7, 2024

To dive deeper into these advancements, speak with an expert or contact a dedicated account manager. Use Case: “As a marketing manager, I need to be able to share business updates, promotions, and events via Google Posts, so that we inform and engage with our customers as they browse online and allow them to make better decisions.”

Events 243

Events Competitive Advantage Innovation 2024 243

InMoment XI

AUGUST 30, 2019

Creating Relevant Customer Experience Plan With firms failing to perform the core CX management activities and index scores for 2019 not looking promising, at first glance this may look like doom and gloom for the CX sector. This article was originally published by the CXFocus Magazine. However, this actually makes the case for CX stronger.

Roadmap 150

Roadmap Magazine 2019 Article 150

Kapta Customer Success

JANUARY 10, 2022

Breaking down the key account management process and how KAM software can help. Key account management is an essential function of your organization. Keep reading to learn all about the key account management process and how KAM software can help.

Management 98

Management Roadmap Metrics Voice of Customer 98

GetFeedback

DECEMBER 21, 2018

Here are 40 customer retention statistics that reinforce the growing need for customer experience management. In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. Customer Retention by the Numbers. New Voice Media ). New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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

eglobalis

OCTOBER 1, 2024

To enhance collaboration between IT and Finance, the company can utilize project management tools like Asana to track shared projects, such as budgeting for new technology implementations. It’s challenging to ensure that communication flows effectively without introducing more formal layers of management.

2020 347

2020 Customer Journey Mapping Culture Innovation 347

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. Challenges : Managing customer disappointment can be tough, especially with long-term clients. I’d also love to hear your experiences on this subject.

Feedback 441

Feedback ROI Innovation B2B 441

Kapta Customer Success

OCTOBER 16, 2023

Do you have a roadmap for Key Account Management excellence? Without a roadmap, you risk getting lost or making a wrong turn. You can’t determine where you are starting, where you are going, and what to do next.

Roadmap 59

Roadmap Management Customer Engagement Customer Success 59

Feedbackly

SEPTEMBER 26, 2023

Consider it a winning roadmap to stay ahead of the curve! Switch from Reactive to Proactive Experience Management A lot of emphasis so far is on shaping customer experience based on insights from the past. However, the future of CX will demand a change from reactive CX management to proactive approaches.

Management 98

Management ROI Touchpoint Roadmap 98

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Actionable Items: Host Vision Workshops: Regular sessions can help employees understand how their roles contribute to the company’s long-term vision and customer success.

Customer Experience 233

Customer Experience Leadership Innovation Workshop 233

InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. Initiate The leadership starts approving key activities as it realizes the value of customer experience management. In fact, CX becomes a crucial part of hiring and performance management.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

CX Accelerator

JULY 1, 2020

By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Define your digital roadmap, including expectations, roles and responsibilities, and timing. Include organization change management at the beginning.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

SAP Customer Experience

JUNE 23, 2023

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. Engage with us In case you need any further information please reach out to maxattention@sap.com. For more information on SAP MaxAttention.

2023 82

2023 Transportation Roadmap Engagement 82

BlueOcean

AUGUST 30, 2018

Hiring, training, and management are going to look very different for this level of service. Ask about upgrade schedules and future plans for launching new digital solutions to be sure their technology roadmap aligns with your vision of future offerings. Your outsourced partner must be prepared for what this looks like in practice.

Customer Service 232

Customer Service Contact Center Customer Care Technology 232

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. They never have an answer that would ever satisfy somebody with 15 plus years experience internationally versus the insurance manager. Google Podcasts.

Roadmap 98

Roadmap Culture Connections Books 98

InMoment XI

AUGUST 16, 2024

This can be because of a lack of strategy, organizational resistance, poor change management, or any other number of reasons. Scaling often requires the introduction of more advanced digital tools to manage larger volumes of data, customers, or tasks. Research shows that 70% of digital deployments fail to meet their goals.

2024 195

2024 Omnichannel Customer Journey Mapping Technology 195

Customer Bliss

NOVEMBER 29, 2016

Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – the result is: true paradigm shifts, sustainable change and the achievement of overall business objectives.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

CSM Magazine

MARCH 3, 2021

ITSM.tools principal analyst and content director Stephen Mann and Vivantio chief operating officer Andy Walsh discuss how to adopt ITIL for non-IT services, specifically for customer service management and enterprise service management. To view this free educational event, please click here.

B2B 105

B2B Roadmap 2003 Competitive Advantage 105

Optimove

AUGUST 12, 2021

We are deeply proud to announce that Optimove has been recognized as a Leader in “The Forrester Wave : Cross-Channel Campaign Management (Independent Platforms), Q3 2021” (CCCM). The post Optimove Recognized as a Leader in Cross-Channel Campaign Management by Forrester appeared first on Optimove.

Management 98

Management 2019 2021 Telecommunications 98

GetFeedback

SEPTEMBER 19, 2018

When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Product feedback helps guide your roadmap and inform each release. Pro tip: Set up a workflow to alert account managers when their client submits an 8 or below, and follow up with that client within 24 hours.

Net Promoter Score 199

Net Promoter Score Roadmap Events Feedback 199

Experience Investigators by 360Connext

JUNE 22, 2021

Did they seek support at similar times or stop engaging with the product or relationship manager? Use that information to inform your roadmap for improvements. If you don’t know who this group is, here are a few ways to identify these customers: Evaluate renewal data and investigate the customer journey for those who didn’t renew.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

GetFeedback

DECEMBER 10, 2018

This process is much more manageable for our team. A Customer Success Manager is then tasked with understanding the customer issue and follows up with that customer within 48 hours to course correct. Customer Success Managers receive notifications when customers identify as passives or detractors.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

InMoment XI

NOVEMBER 22, 2024

This feedback supports brand reputation management efforts, attracting high-quality prospects. It helps you categorize feedback by sentiment and intent for effective CX management. InMoment helps you break free of silos by connecting experience data with CRM systems, ticketing platforms, or project management tools.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

Customer Bliss

OCTOBER 24, 2017

Before joining GSA, Anahita led Data Analytics and Budget work at the Department of the Treasury with a mission to use real-time resource management data to improve managerial decision making. In her free time, Anahita enjoys practicing and teaching yoga and spending time with her family. Key Takeaways.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

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

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

CSM Magazine

OCTOBER 24, 2024

This is according to research of more than 50 UK retailers conducted in partnership by Scurri , the next-generation delivery management and post-purchase experience software provider, and IMRG , the UK’s Ecommerce Association. AI powered product information management – 42% 4. AI informed product search – 31% 4.

2025 52

2025 Roadmap Retail 2024 52