InMoment XI

OCTOBER 24, 2023

By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. The right tools not only capture and analyze data but present it in a manner that’s intuitive and actionable.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps.

2019 97

2019 ROI Metrics Hospitality 97

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

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback Social Media 2024 B2C 195

Customer Bliss

NOVEMBER 15, 2018

2 – Connect ROI to Growth. Samantha presented her findings to the CEO and executive team through a visual deck, in a way she knew her audience would be receptive to. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do. It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Building your own CX ROI model.

ROI 40

ROI Measurement Customer Experience Metrics 40

Gainsight

OCTOBER 14, 2022

“What is ROI? These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. According to Van Lew, this cyclical nature of transforming customer pain points into successful outcomes is key to proving ROI.

ROI 52

ROI E-support Roadmap Consulting 52

Lithium

NOVEMBER 1, 2022

An Interview for Change: How AI and Automation Drive ROI Khoros has been a social care leader for years, but a tool is only as valuable as the one who wields it. Get to the bottom of the best ways to use and prove the ROI of Khoros Care with Khoros product marketing expert Josh Snider. Are you there ROI? Are you There ROI?

2022 52

2022 Roadmap ROI Social Media 52

Totango

SEPTEMBER 9, 2022

Prepare any presentation aids you want to incorporate, such as illustrative stories or graphs summarizing data. To make attendance manageable for busy executives, consider sending out notes in advance and placing priority items in an executive summary at the front of the presentation. Then, you’ll create a roadmap for the next 90 days.

Presentation 19

Presentation Metrics Customer Success B2B 19

Think Customers

MAY 13, 2020

Leaders who can orchestrate digital tools into roadmaps and strategies can take the lead. While brands generally understood the importance of digital adoption for the future, the pandemic made it an urgent priority for the present. Enable strategies with ROI potential. 2: Embrace change and charge.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Deliver high value outcomes that create hard ROI and real impact on your customers’ business.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda.

Customer Success 59

Customer Success Management Roadmap Feedback 59

CCO Council

NOVEMBER 2, 2017

One reason is that some customer executives struggle to demonstrate quantifiable ROI for customer initiatives. How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO? ” In fact, the average tenure of a CCO is only 27 months (recent CCO Council research). Why is this so low?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Retently

AUGUST 26, 2019

There are plenty of reasons to use feature request boards: It makes your customers feel like their voices are actually heard, and that they’re actively contributing to your product roadmap. Your product/service’s ROI will be highlighted even more since you will have plenty of long-term benchmarking data to back it up during QBRs.

Feedback 94

Feedback Social Media Net Promoter Score NPS 94

Retently

NOVEMBER 27, 2024

According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. It’s like a roadmap that shows where things are working – and where they’re not. Here are the most powerful approaches: 1. The best part?

Sales 157

Sales Social Media Multi-Channel Loyalty 157

Totango

SEPTEMBER 3, 2021

Then, you’ll create a roadmap for the next 90 days. Here are three tips for pulling relevant data for your QBR: Demonstrate ROI. People don’t want to just be presented to; they want an engaging conversation. At the end of your QBR, your customer should walk away with a success plan that includes: . Use benchmarking data.

Roadmap 99

Roadmap Customer Success Metrics Engagement 99

Natalie Petouhof

OCTOBER 12, 2016

The Constellation ShortList  presents vendors in different categories of the market relevant to early adopters. SIs use gaps to create a long- and short-term road map, emphasizing low-hanging fruit and large ROI. Create strategy and technology roadmap  . SIs often incorporate organizational change management.

Customer Experience 45

Customer Experience Customer Journey Mapping Consulting Roadmap 45

West Monroe

MARCH 14, 2024

Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI. Featured Content Achieving ROI today requires speed, value, and adaptability Read More Our commitment to delivering results is reflected in every client engagement.

Banking 40

Banking 2030 ROI Financial 40

NetBase

AUGUST 16, 2019

A Roadmap to Meaningful Content. Presenting Insights & Driving Action: Storytelling and Dashboard Templates. Creating a Social Listening Program: How Brands & Agencies Can Deliver ROI. Soccer in America: The Tipping Point Is Here. How Warner Bros. Story, Behavior, Action! What happens on Day Two? Day Two Overview.

Social Media 62

Social Media 2019 Multi-Channel Roadmap 62

ClearAction

APRIL 17, 2019

Customer equity is the net present value of all the cash flows a company expects its customers to generate over their lifetimes. Therefore, a two-year or three-year roadmap is the only truly sustainable way to make transformational changes.”. 9 Customer Experience ROI Trajectory , Carol Borghesi. Murphy et al.

Management 69

Management Customer Experience Management Books Financial 69

Lithium

DECEMBER 6, 2022

2023 Social Media Trends: How to Disrupt a Disruptive Consumer In this social media trends report, presented by Talkwalker and Khoros, we're focusing on the 10 most important trends that will define social media engagement in 2023. Deep listening and insights lead the way this year. Communities. Available On-demand.

2022 52

2022 Social Media 2023 Roadmap 52

Gainsight

JUNE 11, 2021

Leverage by identifying roadmap initiatives, progress against them, identify whitespace opportunities and feed content to other business systems to enrich the customer. Make paid tiers desirable by providing intended outcomes, more visibility, and ROI. No One Cares About Your Go-Live presented by Jonathan Corrie, CEO at Precursive.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Gainsight

JULY 5, 2022

The return on investment (ROI) of CS is clearly seen and justifies bringing in CS operations to make it more seamless, prescriptive, and proactive. Every journey begins with a roadmap, and every business motion starts with a strategy. Lastly, their communication skills must be prominently present by leading cross-functional alignment.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

SuiteCX

MARCH 31, 2015

It should include the following main areas of focus:   Defining the holistic governance process This is the key in enabling monitoring and reconciliation all of the incoming CEM data from all of its sources and consumers that are presented in a map.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

CX Journey

JULY 7, 2015

Incorporate maps into meetings, presentations, onboarding, and training. And determine among those what is most doable, i.e., assess ROI of pain points and of modifications. Once you’ve agreed on those areas to focus improvement efforts on, create a roadmap and make sure you have identified owners for each area.

Touchpoint 68

Touchpoint Call Recording 2015 Roadmap 68

NetBase

OCTOBER 29, 2018

Always a highlight of any event, Razi Imam , Founder, CEO and Anupam Singh , Founder, President of 113 Industries shared the stage for their presentation. For any brand that’s ever wanted to take advantage of events like the Super Bowl , the Grammys , and more, this was the presentation to catch. Anatomy of a True Insight.

Brands 60

Brands Social Media Events Presentation 60

NetBase

OCTOBER 7, 2019

Methods for benchmarking and meaningfully communicating the ROI of online activities. Let’s explore these presentations, so you can see what we mean. Panelists and Presentations Offering Outstanding Insight. Hear the presentation and find out! A Roadmap to Meaningful Content. Day Two – Deep Data Dives.

Events 8

Events ROI Presentation Insights 8

OpinionLab

MARCH 12, 2015

You need to capitalize off the opportunity that has presented itself: a customer has decided to take time out of his/her day to tell you something. Being able to look at Tealeaf data via this lens has resulted in some unbelievable ROI and insights for our customers. On-Premises Feedback (Geolocation). We live in a multi-channel world.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

Amity

JULY 10, 2017

They talk about what they did, what usage and support cases trends they see or what the product roadmap is - instead of having an exchange or interaction, otherwise known as a conversation. If so, that makes the QBR presentation pretty easy. They Engage on Tactical Topics. Kristen Hayer , The Success League.

Metrics 63

Metrics Roadmap ROI Customer Success 63

ChurnZero

DECEMBER 20, 2019

Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . . We have to put the curious reluctance to talk directly about money/ROI with our customers and our companies behind us.

2020 61

2020 Customer Success Chief Customer Officer ROI 61

Confirmit

MAY 29, 2019

She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul has 15 years’ experience in the MR and VoC solutions market, and regularly presents webinars which highlight new product functionality.

Consumers 40

Consumers Insights Webinar Hospitality 40

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Dynamic content is changing the way information is presented to web visitors, based on rich customer insights. Customer-Focused Mindset.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

CX Journey

NOVEMBER 6, 2014

High on Iztaccihuatl, after a successful summit bid Today I''m pleased to present another guest post by Sarah Simon. Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? How is the bandwidth on your team?

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68

Confirmit

MAY 16, 2019

She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul has 15 years’ experience in the MR and VoC solutions market, and regularly presents webinars which highlight new product functionality.

Consumers 40

Consumers Insights Webinar Hospitality 40

Thematic

MAY 19, 2022

Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps - so that the product team can focus on creating products and improvements customers truly want and need. One game-changing system that product ops managers can (and should!)

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

CSM Practice

OCTOBER 10, 2018

ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. ROI : You establish benchmark baselines around customer-defined goals and present to stakeholders how they perform against your baselines.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. ROI : You establish benchmark baselines around customer-defined goals and present to stakeholders how they perform against your baselines.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49