Is Story part of Your Professional Advancement Roadmap?

One Millimeter Mindset

When you think about your professional advancement roadmap, storytelling probably is the last component on the list. And, the professional development roadmap we pursue is full of detours and potholes along the way. Make story part of your professional advancement roadmap.

Keep Your CX Roadmap Relevant, or Risk Going off Track

MaritzCX

Creating Relevant Customer Experience Plan With firms failing to perform the core CX management activities and index scores for 2019 not looking promising, at first glance this may look like doom and gloom for the CX sector. This article was originally published by the CXFocus Magazine.

What is a Product Roadmap?

Gainsight

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. Maps are a fundamental part of our lives therefore, a product roadmap isn’t exactly a new concept. Executive-level product roadmaps. Types of Product Roadmaps.

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. What is a product roadmap? Product roadmap essentials.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement and contact center management process. and knowledge management, consistently rated #1, eGain has. managers can measure and fine-tune AI and knowledge. others—through a jointly-developed roadmap and agile value.

7 Essential Steps to Successful Business Projects (A Useful Roadmap)

C3Centricity

Here are my 7 secrets to managing a successful business project. As Alan Lakein , the writer of several self-help books on time management, is famously quoted as saying: “Failing to plan is planning to fail”. Management Support. A Project Management System.

Is Customer Feedback Really Making It to Your Product Roadmap?

Gainsight

Pulse is an amazing forum for learning and sharing CS and product management best practices—we knew it was the ideal place for onsite, in-person research. In Phase Two, we’ll talk to product managers to hear their side of the story.

Best Practices To Share Your Product Roadmap With Customers

Amity

Deciding how much of your product roadmap - if any - to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there.

How to Incorporate NPS Feedback into Your Product Roadmap

Retently

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Why NPS Should Guide Your Product Roadmap.

4 Types of Product Analytics You Need to Build a Better Roadmap

Gainsight

Ask, “What’s next on our product roadmap?” Because your customers are the most important source of information when it comes to prioritizing your product roadmap. With the right data, you’ll be able to confidently build a product roadmap that’s backed by your insights.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

the contact center or adjusting product roadmaps. Calabrio ONE is a unified workforce optimization (WFO) software suite–including call recording, quality management, workforce management, voice-of-the-customer (VoC) analytics and advanced. Management Calabrio Analytics Advanced.

Introduction to The Implementation Roadmap and Service Culture Indicator

Up Your Service

The Service Culture Implementation Roadmap is a proven methodology to quickly upgrade service performance and build a service culture that grows stronger over time. Each of the five key elements in this approach are adapted for your organization, then deployed, reviewed, and carefully managed.

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. simplybastow and @gnownad show how to communicate with customers using your product roadmap.

How Product Experts Use Qualitative Data for Roadmap Planning

Wootric

Different product managers have their own preferred ways of using customer feedback, but we like how Luna May Shirley at Exponea , an e-commerce growth platform , brings their customers into the new feature development process almost from the beginning.

Roadmap to Achieve AI Benefits for Customer Experience

Avaya

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. The post Roadmap to Achieve AI Benefits for Customer Experience appeared first on Avaya Connected Blog.

Introducing MapTrack.One: Adding accountability & predictability to the organisational approach to CX

ijgolding

I am delighted to share that we now have a solution: It is called MapTrack.One and consists of an industry best-practice based 3-year roadmap for the introduction of a CX program in large organisations. So, the roadmap was hard work to create, but it was done.

Got These On Your 2016-2019 Service Roadmap?

Martin Hill-Wilson

Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. Some remains on the roadmap. The post Got These On Your 2016-2019 Service Roadmap?

How top YC companies use insights from data analysis to drive their product roadmap

Thematic

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? Interview with Arianna McClain, Director of UX at Cruise.

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Customer Bliss

Libby also served as an account manager at Donnelley Marketing Information Services in Stamford, CT where she was responsible for customer acquisition in the advertising, media and telecommunications industries. Episode Overview.

How top YC companies use customer insights to drive product roadmap

Thematic

How to Use Insights To Drive Product Roadmap. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? As you start to build out your product roadmap, the team asks themselves: What are we hearing all of the time?

Fuel Your Product Management Goals with These 3 Testing Tactics

Centercode

Between analytics, surveys, support tickets, and customer testing, there are plenty of opportunities for your product management team to collect information about your customers’ experiences. How Profile Data Helps Your Product Management Goals.

How to Battle Customer Experience Fatigue

Customer Bliss

You have actually stopped doing projects and are rigorously managing this process. You have created a roadmap that is being actively communicated as you progress. Be dogged about showing that roadmap each and every time someone talks about the customer experience work.

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. Do You Capitalize on Annual Planning to Manage Customers as Assets?

Leading Customer Experience in a Service Business, With Renee Cacchillo [CB014]

Customer Bliss

Named a 2015 Customer Champion by 1to1 Media, Renee Cacchillo is the Senior Vice President, Customer, Brand and Technology for Safelite ® Group, a leader in vehicle glass and claims management services. Episode Overview. Welcome back to The Chief Customer Officer Human Duct Tape Show.

Field Service Management Software Release: New Alliance Enterprise Spring 2019

Astea

Astea will join field service management software vendors at Field Service Palm Springs, April 23–26, to showcase Alliance Enterprise™, the updated version of its award-winning service management and mobility platform. New, Improved Mobile Applications for Field Service Management.

Thinking Like a Researcher: First Steps for Product Managers

Centercode

Being a product manager means getting asked a lot of questions. Being a great product manager? The desire to know more about your product, your business, and your customers is a unifying trait within the product management field.

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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. The post Capitalize on Annual Planning to Manage Customers as Assets appeared first on Customer Bliss.

4 Tips to Ace Your First 90 Days as a Support Manager

Kayako

For customer support managers there are many duties to get your head around. Your first 90 days as a new manager are scary, and more so if you are pioneering a role in the company. What responsibilities does a customer support manager have? As manager it’s your call.

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5 Steps to CX Management in the Public Transportation Industry with Anand Sampat

Customer Bliss

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on.

CEO’s Guide to Growth through Customer-Centered Management

ClearAction

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A

Assessing Your Net Promoter System: How VimpelCom Set a Roadmap for Improvement

Bain

To track their progress, VimpelCom managers took the Net Promoter System assessment once again last year, two years after the initial launch. “It The closer to the complete system companies come, the greater their management team’s likelihood to recommend Net Promoter to their colleagues. VimpelCom is one of the largest telecom companies in the world, serving 217 million customers globally.

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. Do You Capitalize on Annual Planning to Manage Customers as Assets?

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. Case Stories Financial Services MD Financial Management VOC Leaders

What’s the Difference Between Product Managers and Product Owners?

Gainsight

Product Managers and Product Owners are, in fact, different. To keep up with the ever-changing SaaS industry, new roles and titles have emerged to improve the way we manage our products. What are the responsibilities of a Product Manager?

10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!

Comm100

Contact center management is a difficult job. Many management mistakes come about from an effort to do the right thing and with the right intentions , but they either were not carried through correctly, or they were incorrectly implemented right from the beginning.

What is the role of a Customer Success Manager ?

CustomerSuccessBox

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially.

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

ijgolding

Although this is a fact, there are still many organisations who are yet to understand how to manage this new ‘channel’ particularly well. The book is written by Carolyn Blunt (Managing Director of Real Results ) and Martin Hill-Wilson (Founder of Brainfood Consulting ).