Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Sales Customer Centricity Return on Investment 81

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! Identify pain points Feedback analytics software analyzes the feedback users share to identify, understand and quantify pain points.

Analytics 71

Analytics Software Feedback Management 71

Quadient

MAY 20, 2022

Is it time to Evolve Your Communications to the Cloud? Quadient’s vision for the future of communications is about simplicity. As customer expectations and the demand for personal, secure, in-the-moment communications rise, a new standard has been set for all organizations. Individual events often demand immediate communication.

Communication 52

Communication Guidelines Roadmap Healthcare 52

BlueOcean

MARCH 14, 2024

the next step is to collaborate on a roadmap moving forward. Read more here > Building the Contact Center SOW: The Framework for Success When you’ve made the big decision and decided on a contact center partner (congrats!), Or, in other words, build a robust Statement of Work (SOW). The Basics: Who, what, where, when.

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

Thematic

DECEMBER 5, 2018

So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. 3 benefits to improve customer retention with analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Thematic

APRIL 21, 2020

This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing. We’re here to help!

Analytics 103

Analytics Call Center Survey Feedback 103

Avaya

APRIL 15, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. What can chatbots or AI-enabled analytics do for your customers or your agents that will drive an opportunity or address a problem?

Roadmap 47

Roadmap Customer Experience Self Service Chatbots 47

Gainsight

JANUARY 6, 2023

You’ll learn everything from utilizing product analytics and product adoption strategies to career advice for product management professionals. Benchmark: Product Roadmapping With Product Experience Data. Product Analytics. Getting to Know the “Real” User With Behavioral Analytics. Product Experience . It Depends.

Resources 52

Resources Roadmap eBook Analytics 52

Second to None

FEBRUARY 12, 2021

A roadmap enables your brand to immediately take action and define priorities and new initiatives to drive performance and sales. #2. You need an automated reporting system that can scale communication efficiently and effectively. It’s why we created Catapult CX Analytics to make reporting easier. Create a clear road map.

Communication 62

Communication Customer Experience Report Roadmap 62

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. Here are some strategies to craft a compelling CX business case and effectively communicate it to leadership: 1.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Qualtrics

APRIL 25, 2019

Roseboro stated we need a new roadmap for D&I — a roadmap that goes from passive exclusion to active inclusion, and which is tailored to satisfy employee demands and capabilities. 5) Mitigate bias – The most effective D&I initiatives are predominantly grounded in objective data and analytics. Book a demo.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Communication is the foundation of CX, combined with empowerment and commitment to the company’s CX culture and values. Think of it like a project plan.

B2B 98

B2B Customer Experience Roadmap Culture 98

Gainsight

MAY 24, 2022

Product analytics and behavioral data reveal more than just our habits. Smarter Product Roadmaps, Shorter Timelines. Perhaps more importantly, product analytics also shorten the time between data collection and product innovation. In short, data validates what your customers want. .

Innovation 105

Innovation Roadmap Analytics Meeting 105

Wootric

AUGUST 10, 2018

Laura Klein, Principal at Users Know and author of UX for Lean Startups and Build Better Products spoke to us about her process of analyzing qualitative data when prioritizing next features: “I have a system for analyzing qualitative data throughout the lifetime of the product, even after we have behavioral analytics! Learn more.

Roadmap 53

Roadmap Data Net Promoter Score Analytics 53

Optimove

JANUARY 3, 2024

Transparently communicate how their data is employed, instilling trust and compliance right from the customer’s perspective. Incorporate Real-Time Analytics Use real-time analytics to monitor customer interactions and make immediate adjustments to marketing messages.

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Communication and problem-solving, to promote the team initiatives and manage change within the organization. For example: website optimization, content marketing, and digital analytics.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Offer self-service functionalities through community and knowledge centers.

Report 94

Report Trends Customer Success Self Service 94

Lumoa

AUGUST 23, 2021

Embrace the rise of messaging apps One way might be to incorporate texting into your communication channels. Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Call Experts

OCTOBER 5, 2023

Performance Analytics and Reporting Data-driven insights are invaluable for optimizing your customer service operations. Look for contact center solutions that offer advanced analytics and reporting capabilities. Technology Roadmap Inquire about the contact center’s technology roadmap and future plans.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Aveus

MAY 18, 2021

Its report cites case studies from the banking and pharmaceuticals industries to show how data-and analytics-driven approaches to improving the customer experience have generated tens of millions of dollars in additional revenue. Advanced analytics can sharpen this view and help identify the most impactful interventions.

Consumers 130

Consumers Healthcare Metrics Case Study 130

CSM Magazine

MAY 26, 2023

This section will discuss the benefits of effective data management, including increased efficiency, improved collaboration and communication, reduced errors and risks, and informed decision-making. It helps in organizing business data, making it easily accessible, and ensuring that necessary analytics can be performed promptly.

Data 52

Data Management Roadmap Government 52

West Monroe

JANUARY 2, 2024

At this stage, a crucial responsibility for the CFO is the collection of a diverse range of quantitative and qualitative metrics; these metrics serve as the backbone of the organization's prioritized focus, essentially forming the finance transformation roadmap.

Data 52

Data Roadmap CRM Technology 52

PeopleMetrics

MARCH 25, 2022

The input collected through CAB interactions is then put to use to guide specific business objectives, like product roadmapping or adjusting marketing messaging. Product roadmapping. Product or service roadmap boards. Develop communications for recruiting and interacting with members. Who will communications come from?

Roadmap 118

Roadmap Feedback B2B Survey 118

Martin Hill-Wilson

JANUARY 29, 2016

The first is Interaction Analytics which provides credible evidence of what goes on day in day out. I’ve been a long term evangelist for the interaction analytics cause. It’s still going to take some time but voice and text analytics in a world preaching big data and proactive engagement has to eventually stick. Self Service.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Call Experts

APRIL 8, 2024

Performance Analytics and Reporting Data-driven insights are invaluable for optimizing your customer service operations. Look for contact center solutions that offer advanced analytics and reporting capabilities. Technology Roadmap Inquire about the contact center’s technology roadmap and future plans.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

CSM Magazine

SEPTEMBER 14, 2023

A key insight from the research is that success starts with the fundamentals of customer service, and the importance of focusing on a strategic roadmap to meet the needs of each consumer rather than the appeal of new technologies,” said Ryan Collins, Vice President of CXM at Conduent. “At

Consumers 59

Consumers Self Service Multi-Channel Ecommerce 59

Thematic

SEPTEMBER 1, 2021

Read on to learn how to use our powerful analytics for deeper customer insights. What is chat analytics? Chat analytics is the process of finding useful data points in chat conversations and support tickets. Many off-the-shelf text analytics solutions are a black box. There are two main approaches that companies use: 1.

Customer Insights 114

Customer Insights How To Analysis Analytics 114

Experience Investigators by 360Connext

AUGUST 22, 2023

Customer experience is the total relationship your customer has with your organization through communication, interactions, and transactions. At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

SurveySensum

DECEMBER 4, 2023

Using the Right Tools: Invest in tools that make feedback collection and management seamless, like SurveySensum, HubSpot CRM, or Google Analytics. Well, tools like ‘SurveySensum’s Text Analytics ’ are the key here! Gather feedback via ‘Feedback Tool’ or ‘ Upload all previous responses ’ on the platform and hit ‘Text Analytics’.

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

Gainsight

JANUARY 17, 2020

Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program.

Feedback 117

Feedback Roadmap ROI Case Study 117

Customer Bliss

AUGUST 23, 2018

Starting off as a customer insights manager with a degree in engineering, Anand shares how this role gave him an opportunity to understand more of the inner workings of the company and use his analytical skills to bridge gaps and problem solve. Communicate your role to your colleagues and peers. Recruit deliberately.

Transportation 129

Transportation Industry Management Guidelines 129

Thematic

APRIL 3, 2024

This will be accomplished by proactively addressing critical navigation issues identified through user surveys and app analytics. Integrate this with quantitative data (CSAT scores, website analytics) to create a comprehensive picture. Communication: Be transparent with customers, both individually and broadly. ” 2.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Lithium

MARCH 2, 2021

Khoros Roadmap Webinar | Resource Round-up | 2021 Q1. Introducing Topbox CX Analytics. This webinar includes a product demonstration of our newly acquired CX Analytics platform and augmenting existing Khoros solutions with omnichannel analytics. Marketing Roadmap Deep Dive Webinar. Introducing Topbox CX Analytics.

Roadmap 52

Roadmap Analytics Resources Omni-Channel 52

Comm100

APRIL 17, 2018

One of the primary objectives of customer feedback is establishing a communication process with your customers. Prioritizing communication with your customers gives you a lot of insight to help you create better products, experiences or improve customer service. Craft Personal Emails. Timing is Everything. Monitor Customer Behavior.

Feedback 194

Feedback How To Roadmap Survey 194

West Monroe

APRIL 3, 2023

Integrating these systems and the Outage Management System (OMS), ADMS, and analytics platform is important for sending critical customer notifications during outages or peak hours, for example. Cloud-based platforms: Utilities are moving enterprise data and analytics platforms to the cloud. Communication.

Management 52

Management Government System Technology 52

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Throughout the day you get bombarded with communications from all over the place—email, Slack, on your phone, etc. How do you prioritize your product roadmap? REGISTER NOW.

Case Study 89

Case Study Roadmap Study Feedback 89

CSM Magazine

JULY 11, 2023

Being a product manager is an exciting and challenging role that requires a unique blend of technical expertise, strategic thinking, and excellent communication skills. Develop strong communication skills, both written and verbal, to effectively articulate ideas, goals, and strategies.

Management 40

Management Roadmap Trends Communication 40