Win the Customer

DECEMBER 21, 2024

Customized content: Present customers with content that is relevant to their interests and needs, such as personalized articles, blog posts, and videos. Targeted offers and promotions: Deliver personalized offers and promotions that are most likely to resonate with individual customers.

Social Media 59

Social Media Roadmap Return on Investment ROI 59

CX Accelerator

JUNE 8, 2020

Present your product roadmap and get valuable customer input. Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”. Learn about your competitors.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

eglobalis

OCTOBER 1, 2024

Challenges in Transitioning from a Siloed to a Non-Siloed Organization While the benefits of eliminating silos are clear, the process of transitioning from a siloed structure presents challenges. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

2020 440

2020 Customer Journey Mapping Culture Innovation 440

CloudCherry

JULY 10, 2019

Sometimes, you may not even realize how elements of customer service are present in the most basic user interactions. Chatbots engage customers in a conversation by presenting these questions upfront and providing options that are tailored to their needs. And in most cases, it is tied very closely to good customer service.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

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. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.

Roadmap 200

Roadmap Culture Leadership Books 200

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. Scalability Scalability and efficiency present another set of challenges.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

ChurnZero

MARCH 7, 2025

At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

C3Centricity

MARCH 2, 2020

The day of the presentation arrives. If we had followed the seven-step roadmap I am going to share with you now. The 7-Step Roadmap. So don’t be impressed by their slick presentation, alone. If you follow this roadmap, not only will you succeed in your project management, but you will also be seen to do so as well.

Roadmap 102

Roadmap Management Consulting Communication 102

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? 3-Phase Customer Success Product Roadmap Strategy.

Roadmap 59

Roadmap Customer Success Customer Centricity Presentation 59

Experience Investigators by 360Connext

DECEMBER 1, 2020

My client had just returned from a presentation to her executive committee. 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 Journey Mapping 190

Customer Journey Mapping Customer Journey Roadmap Touchpoint 190

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

CSM Magazine

NOVEMBER 13, 2024

Business Systems Ltd , an industry expert in digital communications solutions, and teneo.ai – the AI-driven contact centre platform – are joining forces to present a webinar that focuses on ‘Five Signs Your Contact Centre Needs to Go Digital-First.’

Webinar 52

Webinar 2024 Roadmap Customer Satisfaction 52

Thematic

MARCH 30, 2025

The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses. 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

Customer Bliss

JANUARY 25, 2019

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

JULY 17, 2024

My client had just returned from a presentation to her executive committee. 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. They love us. No worries here.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Incorporate customer feedback data and quotes into project plans and product roadmaps. Customer-first cultures require an eye toward the future and persistent attention on the present. Provide incentives to those employees who develop customer-centric ideas. Reward those employees who earn high marks from customers.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

Experience Investigators by 360Connext

JUNE 22, 2021

But meanwhile, we have at-risk customers who are ready and willing to defect to competitors when the right opportunity presents itself. Use that information to inform your roadmap for improvements. This is how we get lulled into thinking everything’s working well. Who are your at-risk customers? Seek feedback when a customer leaves.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Data Visualization and Reporting These tools often provide intuitive dashboards and reports that present key performance indicators, sentiment trends, and other crucial metrics.

Brands 284

Brands Management Multi-Channel Social Media 284

Experience Investigators by 360Connext

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. Present a Visual Dashboard Create a visual dashboard that provides a consolidated view of CX metrics and their impact on business outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

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. She is the CEO of The Armah Institute of Emotional Justice – a global institute on implementing the Emotional Justice framework. Or, listen on: Apple Podcasts.

Roadmap 98

Roadmap Culture Connections Books 98

GetFeedback

JANUARY 29, 2019

Product : improve product features and inform your product roadmap with customer feedback data. It’s difficult to know which questions should be asked, when they should be presented, and how they should be phrased. Success : periodically send surveys throughout the customer lifecycle to improve onboarding and customer health.

Net Promoter Score 150

Net Promoter Score Roadmap Feedback Travel 150

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

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. Adopting Spotlight translates into not just collecting feedback but transforming it into a strategic roadmap for business success.

Social Media 195

Social Media Metrics Telecommunications Insights 195

Customer Bliss

MAY 5, 2016

And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. The example I give in the book — which I’ve sat through in dozens of conference rooms — is a presentation where data was presented on why we were not keeping new customers.

Customer Experience 183

Customer Experience Chief Customer Officer Roadmap Books 183

CX Accelerator

JUNE 8, 2020

Present your product roadmap and get valuable customer input. Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”. Learn about your competitors.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

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 95

Roadmap Exceptional Customer Service Books Culture 95

Customer Bliss

AUGUST 3, 2018

Rob breaks down a formula for building a roadmap to help your organization build customer loyalty: Roadmap to Loyalty Leadership: Establish the baseline of the economic value of improving relative to the competition. I wish that I’d had my CFO lead the analysis instead of trying to present it to them.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

AUGUST 23, 2018

He had to think about how his team was currently serving him and what would be beneficial moving forward: Look at your roadmap and see who’s needed to execute what. By looking at the customer roadmap, Anand was able to better determine who could help him deliver on the work that needed to be done. Recruit deliberately.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. She is a regular speaker at CX events and conferences across Europe. She studied in Frankfurt (Germany) & Madrid (Spain) and lived and worked in London for three years.

Travel 204

Travel Hotels 2010 Customer Journey 204

Interactions

OCTOBER 29, 2024

Many companies are approaching Gen AI cautiously, embarking on use cases that are employee-facing or employee-vetted, rather than presenting generated content directly to customers. How do your current offerings reflect past roadmaps (i.e., This also provides the opportunity for employees to label output to help the AI improve.

Contact Center 62

Contact Center 2025 Social Media 2023 62

GetFeedback

NOVEMBER 18, 2019

Before you analyze your feedback, you’ve got to develop your analysis plan, which is a roadmap for how to analyze your data–and probably more importantly–why you’re analyzing it. . Think about the types of analysis you’ll need to conduct to tease out the story from the data, how you want to prepare it, and how you want to present it. .

Feedback 199

Feedback Insights B2C Customer Satisfaction 199

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. For example, if feedback suggests that certain features were unclear or that the demo didn’t fully meet expectations, we can adjust our presentation to better align with customer interests.

B2B 152

B2B NPS Demo Feedback 152

InMoment XI

OCTOBER 3, 2024

When presenting plans or strategies, be sure to ask for their feedback and consider it when finalizing your proposed plans. By taking the time to understand them in the purchasing process, as well as conducting regular needs assessments, you can stay aligned with their goals and present offerings that add value.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

One Millimeter Mindset

MARCH 11, 2021

Does a continuous learning strategy fit into your professional roadmap? Engage me to present a One Millimeter Mindset program! Are you always focused on learning new stuff, different ways of perceiving problems, and additive skills for professional improvement? You know the feeling, don’t you? Delivered virtually or in-person.

2025 106

2025 Leadership Roadmap Consulting 106

Retently

MARCH 17, 2025

Focus on Trends : Dont just present numbers highlight whats changed and why it matters. By identifying patterns, setting clear goals, and fostering cross-functional collaboration, your CX strategy becomes more than just a report it becomes a roadmap for continuous improvement. What can we learn from this to create better experiences?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

West Monroe

NOVEMBER 9, 2022

Between Infrastructure Investment and Jobs Act (IIJA) and Inflation Reduction Act (IRA), utilities are now presented with a historic amount of opportunity in the energy space. It’s vital to start analyzing and taking advantage of opportunities to help position utilities for a clean energy future and maximize benefits for customers.

Presentation 52

Presentation Transportation 2030 2005 52

Experience Investigators by 360Connext

AUGUST 22, 2023

Present your data in ways that speak to specific departments, and continually follow up to show them how they are driving noticeable improvements in the experience. We can do it by thinking about how customer experience can support each department’s unique goals.

Customer Experience 143

Customer Experience Customers Feedback Customer Centricity 143