InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

BlueOcean

MARCH 24, 2025

Because we didnt know until the waning days of our relationship that our client was being measured by their head office in Europe on one KPI above all others: the scores on their post-contact surveys a metric that didnt even appear in our SOW. Do metrics need to be adjusted? Are service levels being executed?

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

Experience Investigators by 360Connext

JANUARY 5, 2022

You had clear goals and knew how to measure them. Measurable. You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. Contextual.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

InMoment XI

JULY 13, 2022

Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. NPS is a metric designed to measure customer experience. Feed this data back into your product roadmap and to your sales team. What Is Net Promoter Score? Changing this can instantly boost results.

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. So it’s crucial you measure what matters. by Sam Frampton.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Retently

MARCH 11, 2025

Monitoring Key CX Metrics & Performance After handling the morning review rounds, the next big task is diving into the numbers. NPS, CSAT, CES survey responses measuring satisfaction and pinpointing customer effort levels. Step 3: Building Long-Term CX Roadmaps CX isnt a one-time project, its an ongoing strategy.

Management 115

Management Customer Experience Roadmap NPS 115

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. Gold metrics are the key to multiplying value.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

GetFeedback

DECEMBER 21, 2018

The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty. Set and measure customer expectations. If you’re wondering how to measure your success there, remember that 80% of customer service organizations use customer satisfaction (CSAT) scores as their primary customer experience metric.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Win the Customer

JANUARY 2, 2025

Identifying AI Opportunities: They must be able to identify potential applications of AI within the product roadmap to enhance CX, such as improving customer segmentation, personalizing product recommendations, and optimizing customer support workflows. The role of the product manager in the age of AI-powered CX is complex and multifaceted.

Management 59

Management Return on Investment Roadmap Metrics 59

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees!

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Wootric

NOVEMBER 4, 2020

When you optimize for CX, the first step is to measure it. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. How do I measure Customer Experience? It is often referred to as a brand or relationship metric. Image: TSIA.com.

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Metrics User Experience Feedback 96

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. Phase 2 (Multi-Channel Expansion): Gradually integrate other channels once email touchpoints show measurable success. What Metrics Should Marketers Track to Evaluate Success? How AI is Transforming CDPs Download Now>> 1.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

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. Measure the success of your upgrades.

Roadmap 104

Roadmap Customer Centricity Metrics Customer Satisfaction 104

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. This can involve monitoring conversations to measure customer intent, satisfaction, sentiment, and the effectiveness of customer service agents.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

Customer Bliss

NOVEMBER 29, 2016

Create a roadmap with simple initial wins. Establish baseline metrics for defining performance. Unite the senior leadership team on goals and metrics, guiding principles and tenets of the business. Metrics measurement improvement. Understand often competing agendas and metrics. Communication.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

InMoment XI

MAY 3, 2024

Whether it’s identifying opportunities for improvement, sharing compelling stories backed by data, or aligning with departmental roadmaps, Foot Locker’s CX programme is a testament to their customer-centric, integrated customer experience approach.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

GetFeedback

DECEMBER 10, 2018

With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions. why should you care about measuring it? Measuring NPS allows you to identify your detractors. We recommend starting with an NPS question so you put your most important metric first. Seems crazy, right?

NPS 210

NPS Net Promoter Score Measurement Metrics 210

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Step 2: Set clear goals and success metrics. Once you’ve gathered insights from your customer journey mapping, the next step is to set clear business goals and success metrics for your VoC program.

Feedback 221

Feedback Metrics Customer Journey Mapping ROI 221

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . And that came out in the research that never would naturally appear on an operational metrics dashboard, it never would naturally appear, right? We had our 2020 plans.

Roadmap 323

Roadmap Customer Journey Mapping Leadership 2020 323

BlueOcean

SEPTEMBER 30, 2018

Clearly Define Your Most Critical Success Measures. Because we didn’t know until the waning days of our relationship that our client was being measured by their head office in Europe on one KPI above all others: the scores on their post-contact surveys – a metric that didn’t even appear in our SOW.

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

8x8

FEBRUARY 21, 2019

This roadmap will get you started on the road to success. Determine How You Will Measure Success. As a team, agree upon and then baseline metrics for each use case. Measure how many calls are transferred after the changes. Identify Participants and Roles. Now you’re ready to map out the “how.”

Roadmap 85

Roadmap Net Promoter Score Contact Center Document 85

InMoment XI

JANUARY 10, 2023

Before you know it, you’ve got different departments using separate technologies and focusing on different metrics—fragmenting your understanding of the customer experience. . Each department has its own set of metrics, uses its own software, and focuses its attention on one specific leg of the customer journey. Big Picture Analysis.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

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. The right strategy will help you improve customer loyalty metrics. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. What would help them?

Feedback 62

Feedback Roadmap NPS Loyalty 62

GetFeedback

SEPTEMBER 19, 2018

Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality. 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.

Net Promoter Score 199

Net Promoter Score Roadmap Events Feedback 199

Thematic

MARCH 20, 2025

Set measurable goals. Example: If your goal is to reduce support tickets, track customer complaints and resolution times to measure success. Melodics did this by using insights to shape their product roadmap, reducing engineering costs while prioritizing features that actually mattered to users​ 7.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Customer Bliss

MARCH 26, 2015

Do you have a central roadmap that everyone follows on how you’ll drive the customer work and measure progress? How about consistent metrics everyone agrees to? We have metrics galore in our companies and of course the ‘customer’ is now on our scorecards. I didn’t think so. They want them to happen.

Chief Customer Officer 183

Chief Customer Officer Metrics Roadmap Connections 183

Gainsight

AUGUST 14, 2019

How do we measure the effectiveness of onboarding? There’s a growing need to follow user progression in-app—it reveals actions and patterns that can affect everything from your product roadmap to revenue goals. How Businesses Today Measure Product Experience. Popular Methods of Measuring Onboarding Success in SaaS by Method.

Metrics 107

Metrics Measurement NPS Customer Journey 107

Gainsight

JANUARY 10, 2025

Findings show that organizations increasingly prioritize Gross Revenue Retention (GRR) as a key performance metric, with 55% of companies using GRR as a top measurement. 76% of companies indicated customer retention as another primary revenue metric utilized.

2025 52

2025 B2B 2024 Chief Customer Officer 52

InMoment XI

AUGUST 25, 2023

It is necessary for you to set clear, measurable objectives from the outset, which can guide the design and implementation phases of your CX program and provide a clear way for evaluating success. You should have also determined the metrics you are going to measure to track success and measure the ROI of your CX program.

ROI 195

ROI Net Promoter Score Webinar Financial 195

Customer Bliss

APRIL 9, 2018

As a result, decisions are driven by silo objectives and inside-out goals and metrics. Unite leaders in your organization by having a conversation about how you will and will not grow, so that you can provide employees with a clear roadmap for how they should steer their own decisions. Build a Code of Conduct for Customer Treatment.

Leadership 166

Leadership Roadmap Customer Journey Metrics 166

Retently

JANUARY 19, 2023

Before attempting to measure it, let’s first try to define what product-market fit is. How to measure Product-Market Fit There are many metrics you should consider as, in many cases, you will be measuring satisfaction and engagement levels. It requires thorough research, analysis, planning, and time.

Measurement 157

Measurement Marketing 2007 Competitive Advantage 157

InMoment XI

APRIL 9, 2025

Integrating AI into your product roadmap and establishing your topical authority through marketing will help you address a growing need. Managers can respond with effective scripts and training to improve call center metrics like first call resolution and average handle time. Steps to Implement CI for Sales Forecasting 1.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

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

Gainsight

MARCH 24, 2022

Before your product starts booming, you need a product roadmap that charts a clear course to growth. In this article, we lay out the questions you can ask yourself to help you create a successful product roadmap that’s anchored in analytics. What is a product roadmap? Will our product roadmap encourage product-led growth?

Roadmap 52

Roadmap Metrics 2023 Feedback 52

Thematic

MARCH 30, 2025

Identifying Key Performance Indicators (KPIs) Once your data is integrated, the next step is knowing what to measure. Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. When KPIs align with business goals, every insight becomes measurable progress.

Customer Insights 62

Customer Insights Insights Feedback E-support 62