Experience Investigators by 360Connext

AUGUST 22, 2023

What measurements do you need? Collaborate and engage to find solutions to any new challenges you face. Create a strategy to gather ratings, scores, and regular feedback from customers. I recommend this three-part assessment: What do you want to know about your customers? What will you do with this feedback?

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Deeper governance and compliance capabilities. Khoros Communities.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Deeper governance and compliance capabilities. Khoros Communities.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Gainsight

APRIL 21, 2022

Creating a Product Roadmap? Creating Governance Around Your In-Product User Guide Experiences, Part I: How To Rally Your People for a Stellar In-Product User Guide Experience. Creating Governance Around Your In-Product User Guide Experiences, Part II: Secrets to Perfecting Process and the In-Product User Guide Experience.

Resources 52

Resources Handbook eBook Government 52

Education Services Group

JUNE 20, 2023

There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract. Once users are comfortable and confident with your product, Customer Success should continuously measure its impact as the customer utilizes it over time.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

CX Journey

MAY 5, 2015

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery. Steering wheel: organization and governance Windshield: clear vision Wheels: process and tools (e.g.,

Strategy 80

Strategy Customer Journeys Customer Experience Government 80

Customer Alignment

MARCH 2, 2018

She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around. Day 61-90: EXECUTE a roadmap which breaks down how and when you will get to the blueprint Establish and agree the high-level work streams with the wider working team.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

West Monroe

JANUARY 30, 2019

Therefore, it is crucial to stay laser-focused on communicating the transformation value to your key stakeholders during the Enact stage to keep them engaged and on board. Create a CX Governance. There are some key elements to creating and running a good system for CX governance and, therefore, CX transformation.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

ECXO

MAY 11, 2023

Research by McKinsey discovered that companies that get organised and manage CX can realise a 20% improvement in customer satisfaction, a 15% hike in sales conversion, a 30% reduction in the cost to serve and a 30% increase in employee engagement. Let’s continue. This is a five-level model that ranges from ad-hoc to transformational.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. Benefits of customer success roadmap. A roadmap helps you deliver the promises you have made to them in the initial stages. Few direct benefits of having a roadmap are: Customer retention. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

West Monroe

DECEMBER 20, 2022

Data: To manage change and demonstrate progress, you must be able to measure the impact of your efforts. A good starting point is an assessment that identifies the data required to measure total emissions, determines where that data comes from, and documents how you access and gather it today.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

Roadmap and an execution plan to meet your objectives. These goals and the roadmap should be communicated through sustainability reports and become part of standard operating procedures. Data: To manage change and demonstrate progress, you must be able to measure the impact of your efforts. Climate mitigation initiatives.

Metrics 52

Metrics Roadmap Leadership Analytics 52

CX Journey

NOVEMBER 10, 2015

If employees aren't happy, satisfied, engaged, and passionate about what they do, your customers will be the recipients of their backlash. It’s a great baseline that can be revisited and re-measured to gauge progress over time. Understand their levels of engagement. Governance : Governance is about both oversight and execution.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

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. Gainsight is the tool that lets you bridge that gap” Everyone knows that retention is a measure of product-market fit BUT retention is a lagging indicator.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Customer Bliss

NOVEMBER 29, 2016

Engaging peers to understand their interpretation of the work. Create a roadmap with simple initial wins. Identify how to package wins and engage the organization. Metrics measurement improvement. Leadership engagement. Accountability and governance in place. Create recognition for the work. Communication.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Avaya

APRIL 10, 2019

Skills-based routing – Advanced rules that change in real-time, based on the AI algorithm, to govern how to route customer interactions based on skills of agents available and circumstances causing customer interactions at that time. Customer sentiment analysis – Algorithms designed to detect human emotion, and make decisions based on it.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Magellan Solutions

JUNE 14, 2023

Ensure that the outsourcing arrangement aligns with these goals and is integrated into your overall innovation roadmap. Managing Risk and Security Prioritize risk management and data security when engaging with a BPO. Effective governance structures and strong partnerships are essential to balance flexibility and control.

Innovation 52

Innovation Transportation Telecommunications Culture 52

Gainsight

JANUARY 8, 2021

Alignment practices continue to be critical in the roadmap and feature development prioritization for Adobe. “Because of these efforts, it continues to be so critical in roadmap and feature development.” Adobe found that in-product messaging is the best way to engage customers. Analytics-Driven Success.

Sports 52

Sports Effort Score Tips Analytics 52

West Monroe

FEBRUARY 19, 2024

Lack of overall strategy and roadmap: Without a holistic approach, brainstorming bottom-up ideas may lack cohesion and a unified purpose, leading to confusion, competing priorities, and inefficiency. Without a strong digital-focused culture, retaining talent layers an additional level of complexity.

Self Service 52

Self Service Innovation Financial Software 52

SmartKarrot

DECEMBER 13, 2022

Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI. Drive customer adoption strategies that enable businesses to measure product usage, adoption, and success metrics that help drive customer retention across accounts.

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

APRIL 27, 2022

Influencing the product and marketing roadmap based on insights gained by being the primary customer advocate. Establish a metrics framework to realize and measure business value through the use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance.

Customer Success 19

Customer Success Roadmap Government Customers 19

SmartKarrot

AUGUST 29, 2022

Create additional value by expanding engagement scope and identifying new opportunities for the clients. Establish a metrics framework to realize and measure business value through use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance.

Customer Success 19

Customer Success Call Center Roadmap Government 19

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Qualtrics

FEBRUARY 18, 2020

Don’t measure. When XM is truly embedded across an organization, you need a governance structure to manage it. Find out how to design a governance model that sets you up to ignite momentum and get the whole organization delivering XM breakthroughs. Government + Public Sector — 15:00-15:45 // Weds, 11 March.

Marketing 29

Marketing Government Leadership Automotive 29

SmartKarrot

MARCH 7, 2022

Apply here: [link] Role: Enterprise Customer Success Manager Location: Remote, United States Organization: Secureframe As an Enterprise Customer Success Manager, you will own customer relationships from post-sales to renewals and ensure customer success by creating engaged, happy customers who advocate on the company behalf.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

JANUARY 11, 2022

Partner with the Sales team to engage with prospective customers and existing customers to expand accounts and look for expansion opportunities, ensuring optimal transfer of knowledge and relationships. Focus on building and improving process efficiencies within the Customer Success team to drive exceptional Customer Experience.

Customer Success 19

Customer Success Roadmap Metrics Sales 19

SmartKarrot

MAY 19, 2022

Apply here: [link] Role: Senior Client Success Manager Location: Remote, Canberra, Australian Capital Territory, Australia Organization: Pegasystems As a Customer Success Manager, you will develop a trusted advisor relationship with multiple people in the account to expand engagement with stakeholders across the customer organization.

Customer Success 19

Customer Success Multi-Channel Roadmap Consulting 19

Eptica

MAY 11, 2017

The event also saw the unveiling of the 2017 Magic Quadrant for the Customer Engagement Center (CEC). Ed’s session, “Roadmap to Differentiation”, outlined the steps companies should take if they want to drive real, measurable results within their business.

Customer Experience 51

Customer Experience Self Service Chief Customer Officer Roadmap 51

NetBase

OCTOBER 29, 2018

Led by Evan Escobedo , Global Lead – Social Listening, Analytics and Insight, Western Union , This session illustrated how Western Union uses social analytics across their organization, to build their brand as well as to engage customers. Listen, Engage and Succeed – Finding conversations that matter.

Brands 60

Brands Social Media Analytics Conference 60

AWS Machine Learning

APRIL 22, 2024

Organizations are facing ever-increasing requirements for sustainability goals alongside environmental, social, and governance (ESG) practices. This guide can be used as a roadmap for integrating generative AI effectively within sustainability strategies while ensuring alignment with organizational objectives. A Gartner, Inc.

Roadmap 112

Roadmap Competitive Advantage Innovation Self Service 112

Gainsight

OCTOBER 17, 2019

Historically, board meeting agendas were often limited to corporate governance, financial performance, and sales activity. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. In comparison, most of the other parts of the board meeting are highly measurable: Finance: revenue, operating income, etc.

Metrics 45

Metrics Meeting NPS Effort Score 45

ClearAction

MAY 16, 2016

Marketing sets expectations for customers, it’s the face of the company in numerous situations, and it drives customer engagement and repurchase. So siloed marketing maturity models are helpful, but not a good measure of what it takes to be fully successful in life. Guidance = Competency development, marketing governance.

Marketing 54

Marketing Customer Experience Sports Metrics 54

BlueOcean

SEPTEMBER 17, 2020

It’s always been critical to ensure that training does not result in death by Powerpoint, but these days it is more important than ever to keep training engaging. Understanding with complete clarity what success measures are important for you as the client is the single most important aspect of the transition. You deserve it.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

Experience Investigators by 360Connext

JANUARY 5, 2022

You had clear goals and knew how to measure them. Measurable. You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. Contextual.

Resources 369

Resources Customer Journeys Video Strategy 369

SmartKarrot

AUGUST 4, 2021

Develop a trusted advisor relationship with key customer stakeholders to fully understand the customers’ business strategies and measurements for success. Own and drive ARR growth of existing SKUs, governance of all account initiatives. Represent the voice of Foodbomb’s customers and influence product development roadmap.

Customer Success 10

Customer Success CRM ROI Roadmap 10

SmartKarrot

FEBRUARY 19, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Ivalua As a Director of Customer Success, you will be accountable for the success of the Ivalua customer journey as measured by the net revenue retention for each customer and adoption.

Customer Success 10

Customer Success Roadmap Government Travel 10

Experience Investigators by 360Connext

JANUARY 10, 2023

Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. You had clear goals and knew how to measure them. Measurable. You began measuring feedback using quantitative data as well as gathering open-ended feedback. What would success look like in a year? Contextual.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143