CX Centric

MAY 6, 2021

The experience of the patients and hospital staff were both drastically under the set targets. The Approach: In salvaging the healthcare provider from this disaster, Blaskov’s team then created a detailed roadmap, and also made a quick implementation of the GemSeek CX platform.

Case Study 52

Case Study Study Healthcare Hospitality 52

Oracle

FEBRUARY 21, 2020

Oracle Digital Customer Service Overview and Roadmap. Roadmap session featuring Jeremy Kembel, Product Management, Oracle. Join this session for an overview of Oracle’s digital customer service strategy and roadmap. See the latest innovations in digital customer service and get a view into the upcoming investments.

Customer Service 62

Customer Service Roadmap Hospitality Conference 62

ECXO

MARCH 21, 2023

Develop a detailed and realistic CX roadmap: Create a detailed roadmap outlining the steps that need to be taken to achieve your CX objectives, and assign responsibility for each action item. Map out the journey: Develop a roadmap for advancing employee experience maturity over time. Think of it like a project plan.

B2B 98

B2B Customer Experience Roadmap Culture 98

Aveus

MAY 18, 2021

Medicare’s website also allows members to compare nursing homes, hospitals, dialysis centers and other providers. Additional support focuses on implementation of recommended changes, helping the client develop a culture change plan and operational roadmap.

Consumers 130

Consumers Healthcare Metrics Case Study 130

BirdEye

NOVEMBER 28, 2023

Informed strategy: Customer feedback can be your roadmap to getting better. Choosing providers — from hospitals to specialists to dentists — can really get your nerves jangling. Staying on top of these reviews is key in the hospitality game. Addressing issues promptly can help you significantly avoid escalation risks.

Industry 57

Industry Management Healthcare Hospitality 57

Lithium

DECEMBER 6, 2022

Hospitality Brands: Facing the Pressure with Digital Solutions + NEW AUDIBLE VERSION It’s clear that travel brands need to expand their reach into new customer engagement methods, but what might be the best path to accomplish this? Available On-demand. Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Customer Bliss

AUGUST 23, 2018

He had to think about how his team was currently serving him and what would be beneficial moving forward: Look at your roadmap and see who’s needed to execute what. By looking at the customer roadmap, Anand was able to better determine who could help him deliver on the work that needed to be done. Recruit deliberately.

Transportation 129

Transportation Industry Management Guidelines 129

Amity

JANUARY 23, 2019

To many of you, that might just sound like a typical roadmap session, but the difference here was: We had significantly more time to really talk and explore challenges and opportunities, and. Couple this with some fantastic hospitality and social events and you really have a great offsite. “Segways down the beachfront anyone?”

Financial 60

Financial Hospitality Roadmap Advertising 60

Customer Bliss

APRIL 11, 2018

Jackie’s background in marketing, brand management and hospitality, taught her how important good service is. Create a 90-day roadmap. As an HR manager, Geeta saw the challenges of talent recruitment, growth, and retention in the healthcare system; she saw how important the people experience in organizations really is.

Customer Experience 135

Customer Experience How To Healthcare Hospitality 135

Confirmit

MAY 29, 2019

In travel and hospitality, vacations are increasingly being booked online or via mobile apps. Paul Quinn is part of Confirmit's Product Strategy Group and focuses on ensuring that the Confirmit Horizons roadmap continues to meet customer demands while continuing to feature innovative new capabilities.

Consumers 40

Consumers Hospitality Roadmap Travel 40

Confirmit

MAY 16, 2019

In travel and hospitality, vacations are increasingly being booked online or via mobile apps. Paul Quinn is part of Confirmit's Product Strategy Group and focuses on ensuring that the Confirmit Horizons roadmap continues to meet customer demands while continuing to feature innovative new capabilities.

Consumers 40

Consumers Hospitality Roadmap Travel 40

Experience Investigators by 360Connext

FEBRUARY 11, 2020

The Problem: Front-line retail workers, healthcare workers, hospitality workers and customer service agents are in roles where they need to be available. For readers like you, I’m currently developing a Customer Experience Training Roadmap to provide a framework that can help you lead their own CX training within your organization.

Training 125

Training Customer Experience Customer Journeys Employee Experience 125

SurveySparrow

FEBRUARY 7, 2024

Doesn’t this insight become a roadmap for targeted improvements? For example, if patients consistently mention the friendly staff of a hospital, the authorities can celebrate and reinforce that positive aspect of care. Plus, NPS surveys include open-ended questions. Here, patients can share honest feedback.

Net Promoter Score 52

Net Promoter Score Healthcare NPS Effort Score 52

Wootric CX Blog

MARCH 15, 2020

They operate in the hospitality sector which has been particularly hard hit. Through this customer advocacy program, his customers learn from each other, get a first look at new product features, and provide valuable insights for the DocuSign product development roadmap. Her response was ‘That would be amazing!

Company 125

Company e-support How To Chief Customer Officer 125

NetBase

APRIL 3, 2020

Reporting is focused on travel restrictions, hospitalizations, travel advice and safety (from a consumer standpoint). We’re understanding a little bit more in terms of how we start to lean into our messaging cadence for clients and defining that crisis communication roadmap.”

Travel 70

Travel Comparison Hospitality Social Media 70

ECXO

NOVEMBER 16, 2023

Any technology that makes CX poorer has no place on the roadmap. The Lab is working to eradicate it, based out of Massachusetts General Hospital and Harvard Medical School. By 2026, two-thirds of business leaders expect to adopt GenAI to enhance customer service, according to Insight Enterprises. We need to understand the limitations.

Customer Experience 62

Customer Experience Chatbots Self Service Touchpoint 62

SurveySensum

JULY 21, 2022

So, what constitutes a good NPS score for the hospitality industry may not apply to the retail industry. The qualitative feedback from the follow-up question assists you in prioritizing your product roadmap, keeping your existing customers happy, and boosting your retention rate.

Net Promoter Score 59

Net Promoter Score NPS How To Telecommunications 59

West Monroe

FEBRUARY 9, 2023

There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. The concept of disruption has been highly valued in many industries, from retail to hospitality to healthcare. Even the best engineers aren’t experienced with applying controls to emerging or modern technology.

Financial 52

Financial Banking How To Policies 52

SurveyGizmo

JUNE 19, 2018

  Disengaged employees have a higher chance of feeling burned out and not providing the highest quality services possible, which is why nurse engagement was the number one variable that correlated to patient mortality, a 2010 Gallup study of 200 hospitals found. 

Related: 3 Steps To Creating a Winning Employee Experience.

Employee Engagement 49

Employee Engagement Healthcare Engagement Data 49

C3Centricity

OCTOBER 1, 2019

In conclusion, these examples provide a clear roadmap for anyone wanting to move their customer service and engagement to the next level, by offering more than mere customer satisfaction: Surprise your customers with something unexpected. In other words they have made their brand a solution for city dwellers.

Customer Satisfaction 180

Customer Satisfaction Hotels Marketing Customer Centricity 180

SmartKarrot

JANUARY 15, 2021

A SaaS company provides a point-of-sale and CRM product for the hospitality industry. The users tend to be hospitality personnel who book, manage, and serve individual customers. In turn, Product shares the updated CRM roadmap with Success so they can properly set expectations with customers about future plans. Wrapping Up.

Customer Success 19

Customer Success Case Study Hospitality Roadmap 19

West Monroe

FEBRUARY 9, 2023

There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. The concept of disruption has been highly valued in many industries, from retail to hospitality to healthcare. Even the best engineers aren’t experienced with applying controls to emerging or modern technology.

Financial 40

Financial Banking How To Policies 40

West Monroe

FEBRUARY 9, 2023

There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. The concept of disruption has been highly valued in many industries, from retail to hospitality to healthcare. Even the best engineers aren’t experienced with applying controls to emerging or modern technology.

Financial 40

Financial Banking How To Policies 40

C Space

APRIL 18, 2019

I went back and listened to other Outside In episodes and noticed that many of our guests had spotted an inflection point early and, therefore, redrew the roadmap. They sit at the intersection of retail, hospitality, energy, and mobility. Remember that, according to Grove, senior leaders are usually the last to notice!).

Apparel 40

Apparel Social Media Entertainment Hospitality 40

Qualtrics

AUGUST 7, 2019

When hospitals close their experience gaps, healthcare improves. Two weeks in, John Thimsen offered me the opportunity to own a product, called Site Intercept , and drive the engineering roadmap for it. The transition from a healthcare startup to Qualtrics was easy because I knew I could still do that and more. See what I mean?

Software 36

Software Management Healthcare Culture 36

Comm100

SEPTEMBER 22, 2016

Packed with actionable tools and roadmaps, The Customer Culture Imperative is a great resource if you’re redesigning your customer service culture, or even starting from scratch. The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance by Christopher Brown and Linden Brown. Creating Customer Loyalty.

Customer Service 100

Customer Service Case Study Gamification Culture 100

SurveySparrow

DECEMBER 10, 2020

From Chinese hospitals using 5G powered robots to conduct health operations to giant manufacturers in the world announcing the launch of 5G phones in the upcoming years, 2020 was all about digital power. That’s why 5G has become a vital part of the digital transformation roadmap. It is expected that by 2024 there will be 1.9

Chatbots 52

Chatbots Social Media Survey System 52

Lithium

OCTOBER 4, 2022

Khoros Innovate On-demand + Roadmap Resource Roundup Our latest roadmap aims to help you break down information silos and fragmented systems. Hospitality-Brands-Facing-the-Pressure-with-Digital-Solutions With only a handful of support and engagement channels, travelers have been left on hold for hours. Available On-demand.

Roadmap 52

Roadmap Travel Hospitality Social Media 52

InMoment XI

APRIL 3, 2024

To exemplify what a great digital customer experience looks like, let’s look at a guest’s experience with a hospitality brand. Access Your Digital Experience Transformation Roadmap ebook and if you’re ready to take the digital experience further than ever before, book a demo with InMoment today! References Fullstory.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Retently

FEBRUARY 21, 2024

Understanding your marketing channels Having a clear understanding of your marketing channels is like having a roadmap to guide your marketing efforts. Hospitality operators A regional restaurant chain could implement the survey on their website and as part of their loyalty program signup. How Did You Hear About Us?”

Survey 78

Survey Social Media Advertising Analysis 78

Thematic

MAY 22, 2019

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. Sure they don’t use beakers and test tubes… But customer behavior is at the heart of how we evaluate new initiatives. Turn the CFO into your biggest ally.

Exercises 97

Exercises ROI Conference Video 97

SurveySensum

JULY 14, 2020

She is also the Founder & President of Megan Germann Insights & Consulting, helping organizations uncover insights, creating a roadmap for success. . He has over 25 years of experience with expertise in Business Transformation, Customer Experience, and Retail/Hospitality. Lead CX Analytics and Insights Manager at CenturyLink.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. Norwegian Air Shuttle and Strawberry Hospitality Group have made public their intention to shake up their market.

Loyalty 59

Loyalty Trends Data Marketing 59

Qualtrics

OCTOBER 2, 2019

This process of administering surveys became much more rigorous and embedded in our organizations with the advent of HCAHPS ( Hospital Consumer Assessment of Healthcare Providers and Systems ) in 2006, which standardized the collection and public reporting of patients’ perceptions of care.

Healthcare 34

Healthcare Survey Industry Hospitality 34

SuiteCX

JANUARY 19, 2015

Key Learning: Bringing in partners is a good way to shore up limited resources during a major implementaDon.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Gainsight

APRIL 29, 2019

A: In most of the organizations I work with, we do meetings with CS teams where Product will go through the product roadmap to make sure they’re addressing the right things. A: I was doing a big transformation in a healthcare company that sold to hospitals and doctors offices.

Roadmap 14

Roadmap Sales Conference Meeting 14

Grade.us

JUNE 2, 2020

We don't have a native mobile app, and it's not currently on our development roadmap (our web app is fully responsive and optimized for mobile though). The company serves industries, including healthcare, hospitality, retail, automotive, restaurants, and property management. Their platform focuses primarily on enterprise clients.

Software 47

Software Management Net Promoter Score Multi-Channel 47