InMoment XI

JULY 11, 2023

The Methodology and Technologies of Predictive Analytics Predictive analytics revolves around three main stages: data gathering, statistical analysis, and deployment. Investing in such technology will undoubtedly place companies on the path to sculpting a more engaging and gratifying customer journey.

Analytics 200

Analytics Customer Satisfaction Analysis Policies 200

Solvvy

OCTOBER 25, 2022

You can take various approaches to measure customer satisfaction levels. CSI can help you allocate funds toward improving product quality, enhancing user experience, training your teams, or other measures that will provide the most significant return of greater customer satisfaction. . Measure Overall Customer Satisfaction.

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. Furthermore, insufficient investment in CX technology and resources can impede progress. What is Customer Experience Maturity?

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Measure Your Success: Crafting an effective brand reputation strategy is not a one-time endeavor; it’s an ongoing process that requires continuous evaluation and adaptation. Consistency builds trust and recognition.

Brands 378

Brands Management Multi-Channel Social Media 378

West Monroe

JANUARY 29, 2024

With the potential for increased control and adaptability, as well as robust security measures, PVNO positions itself as a solution for modern utilities looking to leverage existing infrastructure while maintaining autonomy over their network operations and data traffic. There is no one-size-fits-all when looking to implement PVNO.

Connections 52

Connections Roadmap Wireless Financial 52

Kerry Bodine

DECEMBER 30, 2020

Consider this your high-level roadmap for developing journey maps and using them to drive action. For years, I’ve had a list of external triggers — like the introduction of a new technology or a stock market crash — that should prompt you to reexamine how your customers’ needs and expectations are changing. What is journey analytics

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

AskNicely

JANUARY 29, 2018

What do crime fighting, SaaS technology, real-time customer feedback and New Zealand all have in common? On top of that, the existing technology is far from real-time. Like any up-and-coming SaaS startup, rapid growth is a big part of Auror’s roadmap to success. A lot, actually. Auror: Making the World a Safer Place with Data.

NPS 150

NPS Net Promoter Score Roadmap Retail 150

ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. Effective measurement programs involve not only gathering and analysing data, but also implementing and monitoring changes based feedback and on the data. Think of it like a project plan.

B2B 98

B2B Customer Experience Roadmap Culture 98

CSM Magazine

MAY 26, 2023

This roadmap should outline specific steps, targeted initiatives, and any risks or dependencies that may arise. In conclusion, developing an effective data management strategy involves identifying business objectives, evaluating data sources and types, assessing current processes and challenges, and creating an implementation roadmap.

Data 52

Data Management Roadmap Government 52

West Monroe

APRIL 22, 2024

Understanding the organization’s current state technology environment is vital, akin to understanding the team's current skillsets and weaknesses. This involves creating an integrated view of enterprise architecture or a target operating model—outlining future-state technology teams, applications, and surrounding infrastructure.

Government 52

Government Sports Resources Leadership 52

COPC

JANUARY 9, 2024

The requirements for obtaining COPC certification involve thoroughly evaluating the organization’s processes and measuring performance against the COPC CX Standard’s best practices and guidelines. The COPC CX Standard was originally established in 1996 and has continued to evolve to address changing industry dynamics.

Customer Experience 76

Customer Experience Net Promoter Score Guidelines Customer Care 76

Lumoa

JANUARY 27, 2023

Technology Do employees ever encounter issues using your company’s resources, tools, and platforms? Step 4: Building a Roadmap After identifying the issues at hand, you can move on to considering potential solutions. A roadmap can help prioritize which steps should be taken first.

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. The measuring doesn’t end there. What is it exactly?

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

CSM Magazine

MARCH 14, 2022

EvaluAgent and Nicereply share a common mission to help contact centres measure their performance and delight their customers. Patrik Strba, Chief Technology Officer at Nicereply commented “We’re continuously looking to integrate with best of breed, modern solutions that our customers are adopting.

Net Promoter Score 52

Net Promoter Score Customer Service Effort Score Roadmap 52

Magellan Solutions

FEBRUARY 26, 2024

Topics span integration tactics, measures of success, and preparing call centers for an AI-enabled future. Agent Assist Feature AI technologies transform call center operations by empowering agents to become more effective problem solvers and deliver faster, more efficient, and personalized service.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Gainsight

APRIL 9, 2024

Our mission is to create a thriving culture of community within the technology space. We use the DEAR framework to measure if our customers are being successful. The feedback received within the community can help the Product team improve the roadmap to better align with customer needs. The cure for this is community.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Call Experts

OCTOBER 5, 2023

Technology and Infrastructure The technology and infrastructure of your chosen contact center can significantly impact your service delivery specifically uptime. Remember to consider the following technological aspects. Technology Roadmap Inquire about the contact center’s technology roadmap and future plans.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Totango

FEBRUARY 23, 2023

That timely topic got center stage at the Customer Success Festival in Austin during a panel discussion called “Supercharge your ops team to help you grow revenue at scale,” featuring Chris Dishman , VP of global customer success at Totango, and Taylor Hodges , global head of customer success at JLL Technologies – Corrigo.

Tips 84

Tips Net Promoter Score Metrics NPS 84

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical.

Sales 90

Sales NPS Customer Journeys Customer Success 90

CSM Magazine

SEPTEMBER 14, 2023

Conduent Incorporated , a global technology-led business solutions and services company, released new research that provides a focused, in-depth view of the state of the customer experience (CX) within the retail/eCommerce vertical. email, chat, live, social, etc.) email, chat, live, social, etc.)

Consumers 59

Consumers Self Service Multi-Channel Ecommerce 59

2020 Research

OCTOBER 18, 2023

During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies. A: This is more about how the tool is built.

Marketing 108

Marketing Healthcare Analysis Case Study 108

Call Experts

APRIL 8, 2024

Technology and Infrastructure The technology and infrastructure of your chosen contact center can significantly impact your service delivery specifically uptime. Remember to consider the following technological aspects. Technology Roadmap Inquire about the contact center’s technology roadmap and future plans.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Customer Bliss

JULY 26, 2018

Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado. William and his team created a service level commitment document to have consistent guidelines on what should be measured, promised, and delivered to the customer.

Government 111

Government Chief Customer Officer How To Roadmap 111

Optimove

OCTOBER 21, 2021

Because you don’t want your competition to have this advantage over you, we present you with a list of smart marketers’ questions and what they look for when evaluating marketing technology vendors. Follow these steps closely so that other brands won’t blindside you with their superior technology.

Brands 59

Brands Self Service Roadmap Competitive Advantage 59

Customer Bliss

SEPTEMBER 19, 2017

For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. There will probably be a lot of measurement this fall to set up the 2018 plan. Episode Overview. About Libby.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. One without the other can lead to even the most cutting-edge tools failing to work together, or worse, the deployment of the wrong CX tools and technologies all together.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Gainsight

AUGUST 4, 2022

In order to determine what success looks like, how to measure it, and how to scale through digital tactics like automation, it’s a good idea to bring in a CS Ops function from the get-go. . Organizations outside the technology world are increasingly capitalizing on the value of customer success. This is critical. All rights reserved.

Customer Success 105

Customer Success Management Marketing Analytics 105

C3Centricity

JANUARY 13, 2021

A more in-depth look at brand image than most articles usually go into, it includes how to measure it and how to conduct an in-depth analysis of the data. Why Technology Won’t Help You Understand Your Customers. This article explains why technology will support but not replace good analysis and thinking. Well think again!

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Lithium

NOVEMBER 1, 2022

It’s Me, Marketing: A cost-saving series from Khoros The principal problem for marketers is that while they do their song and dance for consumers to purchase their product or service, it’s becoming increasingly unclear how to measure success and, most notably, how to track it. Available On-demand.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

CX University

JULY 11, 2023

Expanded knowledge and skills: By pursuing certification, you will deepen your understanding of the discipline and acquire valuable knowledge and skills related to CX strategy, design, measurement, and implementation. As a certified CX professional, you increase your chances of earning more and having career advancement opportunities.

Customer Journeys 40

Customer Journeys Customer Experience Roadmap Customer Experience Professionals 40

delighted

DECEMBER 10, 2019

Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Our customers have found that measuring operational metrics alone isn’t enough (read the case study ).

ROI 40

ROI Measurement Customer Experience Effort Score 40

West Monroe

DECEMBER 7, 2023

Incorporating technology with the aid of ICH E6 (R3) guidelines can provide significant benefits to research organizations and study trials, including increased study safety, patient centricity, participant diversity, data integrity, transparency, and overall efficiency.

Guidelines 52

Guidelines Customer Journeys Healthcare Study 52

TechSee

AUGUST 31, 2022

While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. Consider your team culture and their technology stack. The barrier between buying great technology and making a real impact is the adoption and deployment of that technology. Internal Adoption. Launch & Rollout.

Engagement 109

Engagement Self Service Video Culture 109

CX Centric

FEBRUARY 11, 2021

This article is not about IT projects per se, but bear in mind that the majority of projects these days involve technology, hence they would all have been labelled as ‘IT projects’ back in the day. We have a nice roadmap, we are generally delivering against the roadmap, life is good. Remember that?

Culture 105

Culture Leadership Roadmap Customer Centricity 105

Gainsight

AUGUST 10, 2023

Defining measurable and realistic actions and metrics in the Success Plan helps Customer Success Managers (CSMs) focus on delivering those tangible results. Investment in automation and technologies such as generative AI will be imperative.

Self Service 52

Self Service Touchpoint Roadmap Customer Journeys 52

ViiBE Blog

OCTOBER 28, 2021

The main goal of a company should be to create a satisfied customer, by delivering a great customer service roadmap and quality products, while applying the right strategies. This requires companies to design a positive customer journey at each touchpoint along the customer roadmap. What does CX mean in technology?

Social Media 52

Social Media Roadmap e-support Video 52

West Monroe

DECEMBER 20, 2022

technologies will be significant to reaching sustainability targets. technologies to capture greater energy consumption granularity and leveraged IoT connectivity with power meters and predictive analytics to optimize energy cost. Green IT : Enterprise technology accounts for 1% of global greenhouse emissions. The result?

Metrics 52

Metrics Roadmap Leadership Analytics 52