eglobalis

APRIL 15, 2025

Customization and Flexibility: Meeting Complexity with Agility While scalability matters in B2B, rigid standardization is no longer competitive. Most B2B clients operate in complex, regulated, or hybrid environments that require tailored solutions. ABB contributed robotics use cases; Ericsson brought real-time communication tech.

Contact Center 358

Contact Center B2B Innovation Automotive 358

Wootric CX Blog

JULY 28, 2020

Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Product roadmaps fit very strategically into this hierarchy. Next, turn those product goals into your product roadmap.

Roadmap 128

Roadmap Guidelines Net Promoter Score Exercises 128

InMoment XI

APRIL 3, 2024

Of course, while meeting customer goals and fulfilling their expectations is a worthy objective in and of itself, the right approach to digital experience also carries with it a number of business advantages: A seamless digital experience provides increased opportunities for gathering customer data and user feedback.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. Companies that fail to meet these expectations risk losing market share to customer-centric competitors. A CX maturity model highlights tools and processes to meet these growing demands.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Organizations looking to differentiate must embrace modern technologies to meet increasing expectations for service excellence.? The post Strategic roadmap to deliver new-age customer experiences appeared first on Uniphore. Register Now. You can unsubscribe anytime.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

ShepHyken

DECEMBER 4, 2020

No matter your industry, you need to pivot to one extent or another in order to meet your customers where they are. Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. What is a Customer Experience Roadmap? Wrong Technology.

Roadmap 114

Roadmap Customer Experience Airlines How To 114

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Some organizations create a detailed CX roadmap that estimates improvements in metrics like net retention rate, customer lifetime value, or average deal size as experience enhancements roll out.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

AUGUST 17, 2023

Personalise Interactions: Tailor your customer interactions to meet individual needs. Take the initiative today and book your meeting to start your journey towards improved NPS and a remarkable customer experience. Book your meeting today Train and enable agents to better understand and empathise with customers’ feelings.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Examine Your Current Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

Experience Investigators by 360Connext

JANUARY 5, 2022

You worked hand in hand with the product team on their future roadmap to better align with customer needs and share with them the results of their hard work. This team continues to meet regularly and uses data and organizational goals to create the appropriate CX roadmap for the future. Guide] CX Meeting Agenda & Guidebook.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Comm100

FEBRUARY 12, 2025

We regularly schedule onsite visits to clients across the globe to go over new features, strategize, and build roadmaps for long-term success. At Comm100, we believe that exceptional service begins with understanding our clients needs firsthand. Across all four organizations, the demand for scalable, AI-powered solutions was clear.

Connections 130

Connections Roadmap Chatbots Trends 130

ECXO

MARCH 21, 2023

By involving the user in the design process and continuously adapting based on feedback, products and services can be improved to better meet the market requirements of your customers in your target audience. Map out the journey: Develop a roadmap for advancing employee experience maturity over time.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

eglobalis

OCTOBER 1, 2024

These team members meet weekly to discuss high-level goals and how each department can contribute to shared objectives. Regular cross-functional meetings help synchronize efforts, ensuring that no team operates in a vacuum and that all departments are working towards the same unified objectives.

Customer Journeys 479

Customer Journeys Culture Leadership Effort Score 479

BlueOcean

MARCH 24, 2025

Your customer care partner is going to focus their time and resources on meeting these targets. Clearly Define Your KPIs Building out KPIs that accurately represent what success looks like to your organization is probably the single most important thing you are going to do in the contact center SOW.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

eglobalis

MAY 13, 2025

The reality is that long questionnaires sent weeks after an interaction no longer meet B2B customer expectations for immediacy or relevance. CX leaders might develop a B2B journey map that lists key touchpoints (kick-off meeting, go-live, first quarterly review, etc.) a sales promise vs. implementation reality mismatch).

B2B 280

B2B Survey Multi-Channel Effort Score 280

delighted

NOVEMBER 3, 2022

If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap? Why is a product roadmap important? A product roadmap is your plan of action for the future of your business.

Roadmap 89

Roadmap Effort Score Tips Survey 89

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Suggest alternative solutions that meet both security and customer needs. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy.

Feedback 530

Feedback ROI Innovation B2B 530

InMoment XI

JANUARY 27, 2025

Every conversation becomes a strategic touchpoint, driving additional sales while delivering personalized experiences that meet customers’ needs at precisely the right time. Understanding these drivers provides a roadmap to continuous improvement, whether its agent behavior, product knowledge, or customer sentiment.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Retently

MARCH 11, 2025

By bringing the customers voice into the product development process, a CX Manager helps create experiences that meet expectations from the start. This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy.

Ecommerce 120

Ecommerce Self Service Customer Experience Management 120

InMoment XI

JULY 13, 2022

Even if you can’t meet their needs, it is important that their feedback be acknowledged. Feed this data back into your product roadmap and to your sales team. One such example might be providing access to your product roadmap as part of an advisory council. Contact detractors right away. 5: Thank Respondents.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . It’s meeting your provider, it’s post care and follow up. And obviously, the last couple of months, as myself and my leadership have had to recast that vision.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

CX Journey

APRIL 30, 2025

Share these on the company intranet, internal newsletters, or during team meetings. Regular Persona Spotlights Dedicate a section in internal communications, like regular meetings or a weekly email or town hall presentation, to spotlight a persona. Let employees meet personas in an immersive way using AR and VR experiences.

Case Study 198

Case Study Roadmap Customer Centricity Infographics 198

CX Accelerator

JUNE 8, 2020

There are some added benefits to these meetings: Gain insight about industry trends. Present your product roadmap and get valuable customer input. It’s a great way to meet and learn from other like-minded CX professionals and share your unique voice and perspective. Learn about your competitors.

Survey 345

Survey Social Media Contact Center Call Recording 345

ChurnZero

DECEMBER 19, 2024

The client success team at ClearGov, the leading planning and budgeting solutions provider for local governments and schools, needed a faster, easier way to gather customer insights and feedback on the companys product roadmap. The post Meet the winners of 2024s ChurnHero Awards for customer success appeared first on ChurnZero.

Customer Success 52

Customer Success Meeting Self Service ROI 52

InMoment XI

JUNE 24, 2024

They are still viable options, especially if they meet specific needs or have unique strengths. Product Roadmap: The planned future developments and improvements. Strong Performers : Vendors in this segment have solid offerings and strategies but may lack in some areas compared to leaders.

Analytics 195

Analytics How To Roadmap Knowledge Base 195

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Business meetings: Before: Scheduled all my meetings at coffee shops and restaurants.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

InMoment XI

NOVEMBER 22, 2024

User feedback helps you refine your product to meet customer needs, resulting in increased satisfaction. FeedBear FeedBear helps businesses collect and manage feature requests through feedback boards and roadmaps. Collecting user feedback for SaaS companies is a powerful step in this direction.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Thematic

APRIL 30, 2025

Meet the Inner Loop—Your Frontline's Secret Weapon How do we actually use customer feedback daily? Meet the “inner loop.” It doesn't wait for big meetings or analysis; it puts feedback immediately into the hands of frontline employees who can fix the problem quickly. So, let’s go!

Feedback 62

Feedback Loyalty Handbook Social Media 62

Totango

SEPTEMBER 9, 2022

How to Make Your QBR Meeting Agenda Count. These meetings can play a crucial role in your customers’ overall health and success. These meetings can play a crucial role in your customers’ overall health and success. However, a QBR meeting agenda can be challenging to plan and execute. How to run your meeting.

Meeting 19

Meeting Tips Analysis Metrics 19

Calabrio

MARCH 22, 2025

By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success. This requires a holistic approach that integrates people, processes, and technology.

Contact Center 130

Contact Center Management Strategy Call Center 130

Thematic

APRIL 21, 2025

Are you aiming to reduce churn, improve specific UX issues, boost customer loyalty, or guide your product roadmap? Call to Action Banner See Thematic in Action Experience the power of AI Try Thematic Step 2: Choose the Right Feedback Channels Meet your customers where they are. Setting clear objectives will focus your efforts.

Feedback 62

Feedback Roadmap NPS Effort Score 62

NICE inContact

SEPTEMBER 18, 2019

They are creating a strategic roadmap for acquiring and broadly deploying AI call center software. Understand your call center strategy How AI for call centers can transform that strategy How to devise a roadmap to take you from many questions to a focused plan. meeting increased demand for contact center services.

Contact Center 136

Contact Center Chatbots Call Center Roadmap 136

CSM Magazine

MARCH 3, 2021

Businesses in today’s remote world need to meet the needs of their customers’ elevated expectations. The webinar details how customer service teams can leverage the power of ITSM and ITIL to meet and exceed customer expectations while delivering a superior experience.

B2B 105

B2B Report Roadmap Competitive Advantage 105

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. By understanding customer needs and expectations, businesses can design customer experiences that meet customer expectations and drive customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

OCTOBER 7, 2024

Section-level filtering surfaces specific conversations with sections meeting your criteria, such as the exact speaker and certain mentions, ensuring you can focus on what matters most—understanding a customer’s intent or identifying agent performance improvement areas. Contact us or a dedicated account manager if you want to learn more.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

InMoment XI

MAY 3, 2024

Companies that prioritise understanding and meeting customer needs stand poised to thrive in a constantly changing marketplace. Foot Locker stands out as a beacon of innovation and customer-centricity. Integrating Insights Across Departments What sets Foot Locker apart is its seamless integration of VOC insights across departments.

Retail 195

Retail Return on Investment ROI Analysis 195

C3Centricity

MAY 11, 2020

When this happens, every division is obliged to see how they will be impacted and what part they will play in meeting it. One easy way to do this is to ask this question at the end of every meeting: “what would our customers think of the decision we just made?” It should have a timeline to identify milestones, of course.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246