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

InMoment XI

FEBRUARY 1, 2024

While structured data can be seen as the mathematics of human behavior, unstructured data is pure, unadulterated human communication. Regulatory Compliance: Ensuring Communication Standards We live in a time with increased scrutiny of companies’ regulatory compliance.

Analysis 260

Analysis Analytics Social Media Loyalty 260

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. Enhanced Multi-Channel Communication The digital age has ushered in a plethora of communication channels, from social media to chatbots.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Gainsight

JULY 10, 2023

Regular audits of communication touchpoints and collaboration with Marketing teams help ensure that messaging remains coordinated and tailored to customer needs. The ROI of Digital CS At AuditBoard, an investment has been made in dedicated operations that are focused on driving digital scale experiences.

Self Service 52

Self Service How To Roadmap ROI 52

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. And as digital communications channels continue to supplant traditional ones, even the most basic of interactions will soon depend at least partially on digital technologies.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Experience Investigators by 360Connext

AUGUST 22, 2023

Customer experience is the total relationship your customer has with your organization through communication, interactions, and transactions. That’s right: your customer experience is shaped whether you focus on it or not. Most importantly, it’s about how your customer feels about those experiences.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

CSM Magazine

DECEMBER 27, 2023

Collaboration and Communication Among Teams Effective communication and collaboration among development teams and stakeholders is essential for aligning testing objectives with business goals. The following strategies offer a roadmap to enhance the effectiveness and reliability of automated API testing.

Software 52

Software Roadmap Tools ROI 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

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. You may notice errors in communication or confusion in task ownership as a result of teams working in silos, with the result that customers wait too long for service. Let’s take an example.

How To 221

How To Customer Journeys Feedback Survey 221

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 52

ROI Video Government Leadership 52

TechSee

DECEMBER 16, 2020

Deploying the Visual Remote Assistant has enabled Acuity to provide remote support, cut down on the back and forth with customers, improve communication and collaboration between team members working from home, and reduce friction across the customer experience chain.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Centercode

DECEMBER 22, 2020

This year has forced us to grow and change many, many aspects of our lives, from how we work (#remote), to how we communicate with our team (“Can you guys see my screen?”), The ROI of Testing Pre-Release Products with Centercode. You can say what you like about 2020, but you can’t say we didn’t learn a lot.

eBook 75

eBook Case Study ROI Roadmap 75

Gainsight

MAY 3, 2020

Remote work, a rapidly shifting product roadmap, and a demand to support existing customers have led to a tighter integration to improve retention. User Sentiment : NPS, Ratings, Release/ Feature-specific feedback to capture results/ outcomes/ ROI . Efficient and Scalable Communication. Increased needs of ROI for the customers.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

Gainsight

SEPTEMBER 8, 2021

Thankfully, the ROI calculation for CS Ops is simple: If you were to improve your retention by 5%, your expansion by 5%, or your account coverage ratios by 5%, how much would you earn or save? It’s also common for CS to get prioritized behind teams that have more time-testing and common-knowledge ROI than CS does. What will CS Ops do?

Marketing 105

Marketing ROI Leadership Analysis 105

GetFeedback

JULY 19, 2019

They’re giving you a roadmap to fix whatever it is that ails your business. Your customers will tell you both offstage (in traditional communications channels like email or phone) and onstage (in social media, discussion boards, forums, et al.) Be thankful for the 5% that do. Respond to the negativity. how your business is doing.

Data 262

Data How To Social Media Effort Score 262

Lithium

MARCH 2, 2021

Khoros Roadmap Webinar | Resource Round-up | 2021 Q1. Marketing Roadmap Deep Dive Webinar. Khoros Roadmap Webinar | February 2021. Idea Exchange communications : A few users have been sharing their Idea Exchange expertise with Uncommon Titan, Don't miss out on contributing to this wealth of information. Save Your Spot!

Roadmap 52

Roadmap Analytics Resources Omni-Channel 52

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 2 – Connect ROI to Growth. They set out to understand the full assessment of problems silo by silo. It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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 Company Management Roadmap 59

SuiteCX

MARCH 31, 2015

©2015 suitecx – Confidential What is the main purpose and goal of your journey mapping efforts? . ©2015 suitecx – Confidential How widespread is the use of journey mapping in your organization?

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

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. Excellent communication and listening skills. These tasks are impossible without communication skills that can traverse subject matter, message, and audience.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

ChurnZero

JUNE 14, 2023

I believe this role is essential to maximizing efficiency, actionable customer insight, and the ROI of your CS platform. When hiring for the role, look for strong organizational and prioritization skills, adaptability and dynamism, outstanding communication skills and the ability to apply data in a meaningful way. While 83.1%

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

CustomerSuccessBox

JANUARY 4, 2022

It’s about creating more of a roadmap for the next 90 days. Concise and clear communication serves the purpose here. Show the Progress made so far using data (emphasize ROI). This is the opportunity that you’ve been waiting for to highlight the ROI. This is about creating a roadmap for the next quarter.

Roadmap 52

Roadmap Meeting ROI Measurement 52

Comm100

JANUARY 14, 2020

For agents, digital omnichannel engagement means simpler customer communication and greater ease of use. According to a survey conducted by UBM, 75% of participants cited having to repeat themselves as their biggest issue when communicating with a brand. These channels cover both your real-time and “anytime” communication bases.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Customer Bliss

MAY 5, 2015

Continue to communicate the plan as it progresses and adjusts. Change the communication from leaders to enable and drive customer experience accountability. Connect experience to ROI by showing a simple metric of the growth or loss of your customer base. Explicitly identify the process for collaboration and roles.

Customer Experience 100

Customer Experience Effort Score Net Promoter Score Roadmap 100

CSM Magazine

NOVEMBER 18, 2022

For organization leaders, buy-in involves a commitment to supporting the program and sustaining it until it is developed, recognizing that these programs build over time, and that you must commit to act in order to turn VoC insights into ROI. If your new information is never used, the initial investment is wasted. Turn your VoC into action.

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

Gainsight

MARCH 21, 2019

We think about it like this: On the two-by-two, the x-axis is outcomes, or you could call it ROI or business value realization—is the customer achieving their desired outcome with your product or service? And we never want to be in the bottom right—no ROI and they don’t like you. Define ROI goals. Meet those goals.

ROI 78

ROI Return on Investment Customers Customer Success 78

ECXO

DECEMBER 20, 2023

Get executive buy-in, build a cross-functional team and bring data to the C-Suite and leadership teams Get senior buy-in and align stakeholders around the new CDP / personalisation roadmap. This makes it easier to prove ROI. Leaders already report strong ROI. Model two or three simple use cases to track and measure.

Customer Experience 52

Customer Experience Effort Score B2B ROI 52

Gainsight

MAY 13, 2020

Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around. This full picture analysis has allowed them to see an 86% accuracy rate in predicting client retention to effectively plan their roadmap for continued adoption.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Customer Bliss

AUGUST 3, 2018

There are methods to prove the ROI of CX investments, find a method that works for your company. 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.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

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 How To Effort Score 66

ClearAction

DECEMBER 19, 2014

There's no such thing as over-communicating in your quest to build company-wide shared vision. Customer Experience Maturity Roadmap. Customer Experience ROI Trajectory. Extending the C-team's shared vision across all managerial levels is equally important. Early-and-often are the watchwords. Customer Experience Jenga.

Strategy 116

Strategy Customer Experience ROI Sports 116

Amity

NOVEMBER 6, 2017

Tease Them With Your Product Roadmap. If your customers care about your product, they’ll be curious about new features, and they’ll want to be in the know about long-term product roadmaps. If your customers drag their feet and don’t reply to your emails, reevaluate the way you’re communicating with them.

How To 81

How To Roadmap Case Study Tips 81

Confirmit

MAY 29, 2019

Holly works closely with the Product Management team, ensuring that Confirmit's latest innovations are communicated to customers. 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.

Consumers 40

Consumers Hospitality Roadmap Travel 40

Thematic

APRIL 3, 2024

Data-Driven Decision Making: Voice of the Customer insights replace guesswork, empowering you to make informed choices about marketing campaigns, pricing strategies, and operational changes that deliver measurable ROI. Communication: Be transparent with customers, both individually and broadly.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Confirmit

MAY 16, 2019

Holly works closely with the Product Management team, ensuring that Confirmit's latest innovations are communicated to customers. 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.

Consumers 40

Consumers Hospitality Roadmap Travel 40

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence. What Came Of All This?

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

CustomerSuccessBox

SEPTEMBER 4, 2019

If anything needs my immediate attention or a push I get in touch with the business user on call/email or in-person depending on the criticality of the matter, preferred channel of communication and the availability of SPOC. You also decide on the metric for success so that you can quantify the ROI of the project further down the line.

How To 78

How To Roadmap Customer Success Training 78