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How to Build an Accurate Product Roadmap with Customer Feedback

Help.com

The Trello board allowed us to create a roadmap of sorts where we categorized feature ideas and the sources of each suggestion. We considered each idea and moved them into lists like “future implementation” and “current roadmap” accordingly. What we do know is that the suggestion board will help us determine our development roadmap. . What did we do? It’s a win-win. .

How to Open Your Product Roadmap (and Make Everyone Happy)

Kayako

You need a roadmap to organize your product development and get everyone on the same page. Done correctly, your roadmap can answer hundreds of questions from teams across your business – and from your customers too. Janna Bastow, co-founder of ProdPad , joined Kayako’s Product Manager Dan Wong for a webinar about how to use your product roadmap as a customer communication tool.

Got These On Your 2016-2019 Service Roadmap?

Martin Hill-Wilson

Some remains on the roadmap. The post Got These On Your 2016-2019 Service Roadmap? Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. The first is Interaction Analytics which provides credible evidence of what goes on day in day out. And finally it’s a forensic bloodhound able to sniff out demand failure. I get that.

Join the Webinar: How to Use Your Product Roadmap as a Communication Tool

Kayako

Janna Bastow of ProdPad will be joining Kayako’s Dan Wong for a webinar about the benefits of going public with your product roadmap on Thursday December 3rd, 4pm GMT / 11am ET / 8am PT. This is exactly what could happen if you share your product roadmap with your customers, and let them in on what’s planned and what to expect from the next few releases. Sign up here. Click To Tweet.

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Turn your customer loyalty strategic plan into an action plan

Forrester's Customer Insights

Outlining a strategic plan helps you understand what you need to do, but a roadmap identifies how , when and with what resources you should tackle each step. Forrester believes there are six components to designing an effective loyalty roadmap: Read more Categories: Roadmaps. Customer Insights Roadmaps customer loyalty planning customer loyalty. planning.

How to Battle Customer Experience Fatigue

Customer Bliss

You have created a roadmap that is being actively communicated as you progress. Critical Checkpoint: Before you go any further, make a simple roadmap of the different parts of your customer experience journey. Be dogged about showing that roadmap each and every time someone talks about the customer experience work. Know Where You Are In the Process. Yes _ No _. Yes _ No.

The Navigator

Customer Interactions

When I was young, I was fascinated with roadmaps. NICE Customer Journey Solutions Ensure CX Programs Reach Their Destination. Loved studying them, memorizing them, comparing the different types—you name it. Sometimes I’d even create fictional towns and cities, just so I could map them from scratch

Book Review: Roadmap to Revenue

Service Untitled

I just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). In a nutshell, Roadmap to Revenue helps us understand the customer-centric instead of the common company-centric mindset. In other words, the most successful organizations work on selling the way customers want to buy while making it easy for buyers to find you.

Customer Engagement Roadmap: How Will We Know When We Get There?

MaritzCX

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities

Customer Engagement Roadmap: How Will We Know When We Get There?

MaritzCX

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities

5 Key Steps to Developing a Customer Success Career Path

Amity

Career Roadmap – Develop and share a career roadmap with all members of your Customer Success organization. Certification Program – Once you have developed a career roadmap the next step is to develop a training certification plan for your employees. As managers, we all understand the importance of establishing career progression paths for employees.

8 Customer Service Skills to Boost Your Career

Kayako

Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Helping to roadmap the releases means Support can identify and handle minor bugs, and also to communicate the correct issues to customers or engineers.”. Continuous professional development can transform your career trajectory. Here are their great insights. Product testing. Sukhpreet.

Capitalize on Annual Planning to Manage Customers as Assets

Customer Bliss

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Over the last ten years I’ve become convinced that annual planning is the Achilles’ heel of customer experience. It is at the root of what inhibits the most efficient investment on priority investments in customer driven growth.

There Are No Secrets to Zipcar’s Journey Map Success

Customer Bliss

Then every year we would create a roadmap using the eco-system visual. How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and planning efforts? Or are the silos still promoting their internal processes as a “journey”? Create a One Page High Level Eco-System. Bottom of page.

Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

ijgolding

The Roadmap for Social Customer Service. This excellent chapter provides readers with a framework for producing a roadmap for social customer service. The assessment contains 15 competencies that are scored on three criteria – current capability; importance of the competency for your next generation strategy; and urgency of operationalizing the competency on your roadmap.

NPS: Achieving Brand Loyalty by Closing the Feedback Loop

Kayako

Closing the feedback loop can reveal insights that influence your product roadmap or maybe revamp your current onboarding process, or improve customer support workflows. This is a guest post from our friends at Typeform. Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. Every company wants loyal customers. That’s the goal of every business.

Keep it simple – touchpoint mapping

Customer Bliss

The biggest outcome should simply be a roadmap that states by stage: touchpoints. There are many approaches to doing touchpoint mapping. My recommendation is always to keep it simple. One client told me they had “Visio blindness” from the hundreds of hours spent mapping every customer process. That’s not going to get you traction and prove the work. This is what will get you traction: Map the stages and get to the set of initial priority touchoints along the customer journey. As you know, this work sometimes makes people uneasy. They feel we are standing in judgment of their hard work.

ScaryCX – The scariest CX project I ever saw…

SuiteCX

CREATED A ROADMAP WITH SHORT, MEDIUM, AND LONG TERM PROJECTS. As Halloween approaches, I can’t help but reflect on some of the scary things I’ve encountered in my career as a marketing professional. Perhaps the most terrifying occurred in my role as VP of Marketing for an online printer. Why was I scared to dig into the customer experience? You ask. Here’s how we approached the problem: 1.

How to optimize customer experience cross-functional teams

Customer Bliss

And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. ‘Cross-functional teams’ can often sound like a business buzzword. While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo.

How To 109

A 4-Step Plan For New Chief Customer Officers, With Donna Peeples – CB29

Customer Bliss

Create a roadmap with simple initial wins. Episode Overview. Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode. These will be detailed notes, but still admittedly in bullet point format.

VoC Leaders: How MD Financial Management benefits from looking critically at CX data

ForeSee

Mike Starr is Digital Product Manager at MD Financial Management, who is responsible for gathering feedback and managing a product roadmap for his organization. Mike sat down with us to. The post VoC Leaders: How MD Financial Management benefits from looking critically at CX data appeared first on ForeSee. Case Stories Financial Services MD Financial Management VOC Leaders

What Do Your Employees Know About Customer Experience?

CX Journey

Having this information allows us to create a roadmap for the work that lies ahead. Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Company executives say: " We''ll collect feedback from employees later. We’ll do something for employees next year. Plato.

CX Journey™ Musings: Busy Work vs. Real Work

CX Journey

Image courtesy of myfrozenlife Think about the things that you're doing to transform your organization and your customer experience. Are you doing busy work? Or are you doing real work? Today's post is inspired by this quote from Thomas Edison: Being busy does not always mean real work. Seeming to do is not doing. As customer experience professionals, we have no shortage of work. It's not enough.

First Year CX: Some Keys To Success from TSIC

Think Customers

In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for its burgeoning CX program. TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries.

First Year CX: Some Keys To Success - A Q&A With TSIC

Forrester

In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for their burgeoning CX program. TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries. It has grown from being the largest IP network in Europe to one of the top two global carriers powered by the Internet backbone, as ranked by internet performance analysts DYN. What is the mandate for the CX program at TSIC? Read more Categories: CX Index.

Speech Analytics: Five Ways to Set Your Company up for Success

Calabrio

This may involve implementing new coaching and training within the contact center, or adjusting product roadmaps to fix a defect or add a feature that customers are requesting. Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. While many companies know that speech analytics is something they should do, the question we hear most often is: where do I start? Launching a #cctr #analytics program? Have a plan.

Be a Strategic Partner to Win & Retain Revenue

Amity

Collaborate on the customer roadmap. Always show the customer the roadmap and how they can continue to get better with your service. When was the last time you enjoyed corresponding with the proverbial used car salesman? That’s what I thought. I don’t remember either. We’ve all had experience with good and bad vendors. What sets the good ones from the bad? Not quite.

2017 Customer Experience Resolutions

Lynn Hunsaker

Customer Experience Maturity Roadmap (10-part series). 2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. Share lessons learned far and wide.

Easier Said than Done: Move the Needle with Your Customer Experience Strategy

CX Journey

The roadmap around these two key tools includes: explore the journey identify moment of truth prioritize moment of truth measure moments of truth to identify pain points improve CX at each moment of truth Erin outlined their key learnings as follows. I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. Where should I focus first?"

Redefining the Next Era of Service Innovation: Time for Breakthrough Change

Astea

Front-line employees should be involved, and customers’ needs and insights should be analyzed to develop an innovation roadmap. As a service company, how do you approach innovation? Is it even on your radar? If not, you aren’t alone. Recent research by The Service Council indicates that the service industry in general could be doing more to drive innovation. Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”. In many companies, innovation resources are targeted at new product development.

Customer experience, authenticity and other themes at the 2016 APAC Customer Intelligence Summit

Vision Critical

According to Sisodraker, Vision Critical’s product roadmap is driven by the need to provide enterprises with “memory.” The full-day event in Sydney featured some of Asia Pacific’s biggest brands and explored provocative perspectives on the state of customer insight. Once again, I had the pleasure of hosting this year’s Summit. Use authentic engagement to drive customer loyalty. media.

It's Not Where You Start. or Is It?

CX Journey

Roadmap : To guide execution of your strategy, you must build a roadmap. Training and Education : Perhaps this is a line item in your roadmap, but I thought I'd call it out separately. Image courtesy of degconsulting How do you know where to start your CX journey? I've been asked this very question a few times in the last couple weeks. Don't know where to start? A long one.

Give yourself the gift of learning…

SuiteCX

This year we have made continuous learning a key priority and important part of our product development roadmap, coaching tools, and support services. By Julie St. “The capacity to learn is a gift; the ability to learn is a skill; the willingness to learn is a choice.” ” Wise words by Brian Herbert. Some are guided, some are self-paced, and some are collaborative.

Capitalize on Annual Planning to Manage Customers as Assets

Customer Bliss

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Annual planning is a missed opportunity for driving customer profitability inside the corporate machine. The silos usually pick their projects and plan their budgets independent of one another.

Journey Maps: Not an Exercise in Futility

CX Journey

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. Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You put it on the wall. Keep going.

F8: News From the Conference

Natalie Petouhof

The keynote from Mark Zuckerberg detailed Facebook’s 10-year technology roadmap, and the ways those technologies will help bring people together and give everyone a voice. F8 2016 continues tomorrow, with more details on our 10 year roadmap to connect everyone and to give people new ways to share using artificial intelligence and virtual reality. Conferences Digital Disruption digital transformation Facebook @constellationr @drnatalie 10-year roadmap Account Kit API Constellation Research F8 Facebook Surround 360 Mark Zuckerberg natalie petouhoff Save Button

Top 5 Elements of Enterprise IT Infrastructure

Merlin

The objective in having a BCP is for you to roadmap the team’s course of action in the face of disasters or potential attacks to your business. As a general business practice, organizations need to adhere to industry standards when it comes to setting up their policies, systems, or processes including those related to IT infrastructure services. Important Elements of an IT Infrastructure.