Crafting a customer experience roadmap

Jacada

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More. Jacada Blog

Building a Strategic CX Roadmap, Part 2: The Right Stuff

MaritzCX

While there’s no silver bullet to CX roadmapping and action planning, assessing your needs and prioritizing your opportunities is not an impossible task. In Part 1 of this multi-part blog post, I reviewed what CX professionals face when evaluating CX assessments in the marketplace.

Building a Strategic CX Roadmap, Part 2: The Right Stuff

MaritzCX

While there’s no silver bullet to CX roadmapping and action planning, assessing your needs and prioritizing your opportunities is not an impossible task.

Building a Strategic CX Roadmap, Part 1: The Bad News

MaritzCX

I taught a workshop on strategic roadmapping using our free CX Assessment to a group of eager CX professionals. I’m still on a high from the 2017 CXFusion Conference in Las Vegas.

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

others—through a jointly-developed roadmap and agile value. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!

Building a Strategic CX Roadmap, Part 1: The Bad News

MaritzCX

I taught a workshop on strategic roadmapping using our free CX Assessment to a group of eager CX professionals. I’m still on a high from the 2017 CXFusion Conference in Las Vegas.

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.

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

C3Centricity

The post 7 Essential Steps to Successful Business Projects (A Useful Roadmap) appeared first on c3centricity. Although there is no magic bullet to transform your business into a successful powerhouse, I have witnessed similarities amongst those that grow more profitably.

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.

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 Build an Accurate Product Roadmap with Customer Feedback

Help.com

The Trello board allowed us to create a roadmap of sorts where we categorized feature ideas and the sources of each suggestion. We considered each idea and moved them into lists like “future implementation” and “current roadmap” accordingly.

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

the contact center or adjusting product roadmaps. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

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. The post Introduction to The Implementation Roadmap and Service Culture Indicator appeared first on UP Your Service.

How Product Experts Use Qualitative Data for Roadmap Planning

Wootric

and then sit around in a room with a bunch of people and just rearrange it into a giant list of prioritized features (we’ll call it a roadmap!) Wouldn’t it be great to get customer feedback before there are even customers so you know what new features and products to prioritize?

Podcast: Bain’s Jason Barro on the Roadmap to Leadership

Bain

In this episode, I chat with my colleague Bain Partner Jason Barro about how companies can use a roadmap to leadership to set priorities and find clarity as they work toward customer centricity.

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.

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

Customer Bliss

Episode Overview. Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. About Libby.

Book Review: Roadmap to Revenue

Service Untitled

I just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). In a nutshell, Roadmap to Revenue helps us understand the customer-centric instead of the common company-centric mindset.

Customer Engagement Roadmap: How Will We Know When We Get There?

MaritzCX

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication.

Customer Engagement Roadmap: How Will We Know When We Get There?

MaritzCX

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication.

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

Some remains on the roadmap. The post Got These On Your 2016-2019 Service Roadmap? Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres.

Customer Engagement Roadmap: How Will We Know When We Get There?

MaritzCX

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities

ForeSee to Reveal Game-Changing New Product Roadmap at 10th Annual ForeSee Summit

ForeSee

The post ForeSee to Reveal Game-Changing New Product Roadmap at 10th Annual ForeSee Summit appeared first on ForeSee. The 10th Annual ForeSee Summit is fast-approaching, taking place May 3-5, 2016 in beautiful Palm Desert, CA.

How to Battle Customer Experience Fatigue

Customer Bliss

You have created a roadmap that is being actively communicated as you progress. Critical Checkpoint: Before you go any further, make a simple roadmap of the different parts of your customer experience journey.

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

Bain

VimpelCom is one of the largest telecom companies in the world, serving 217 million customers globally. It started in Moscow in the 1990s and has grown to cover 14 countries ranging from Italy to Kazakhstan. Yet until a few years ago, it was missing feedback from an important group of customers: its employees.

Who Is Your CX Architect?

CX Advantage Walker

Customer Experience Strategies Customer Listening CX Customer Strategy customer insights Listening Architecture Listening roadmap Listening strategyWe all know that CX is so much more than deploying a customer satisfaction survey.

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

Customer Bliss

Podcast accountability and culture cross company accountability customer experience leadership Customer Experience Map customer experience roadmap customer journey map leadership accountability storytellingEpisode Overview. Welcome back to The Chief Customer Officer Human Duct Tape Show.

In Digital Transformation, Initial Business Discovery is Key

Avaya

In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place. We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?”

In Digital Transformation, Don’t Forget the Initial Business Discovery

Avaya

” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic roadmap, does it have an impact?”. We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?”

The ROI of a Strategic CX Foundation

MaritzCX

Sometimes this need is indirect, an implication from questions like, “How can I convince senior leadership to buy in to my CX roadmap?” We often hear from clients that they need to tangibly demonstrate the ROI of their VOC program and, more broadly, their CX strategy to senior executives.

ROI 260

Turn your customer loyalty strategic plan into an action plan

Forrester's Customer Insights

Outlining a strategic plan helps you understand what you need to do, but a roadmap identifies how , when and with what resources you should tackle each step. Forrester believes there are six components to designing an effective loyalty roadmap: Read more Categories: Roadmaps.

5 Ways to Break Down Digital CX Silos

MaritzCX

What are some best practices for developing a digital customer experience across silos especially when different product owners have different roadmaps?

F8: News From the Conference

Natalie Petouhof

The keynote from Mark Zuckerberg detailed Facebook’s 10-year technology roadmap, and the ways those technologies will help bring people together and give everyone a voice. F8 2016 continues tomorrow, with more details on our 10 year roadmap to connect everyone and to give people new ways to share using artificial intelligence and virtual reality. Tweet F8 2016 kicked, with a packed house of more than 2,600 people and hundreds of thousands of people watching via Facebook Live.

5 Ways to Break Down Digital CX Silos

MaritzCX

What are some best practices for developing a digital customer experience across silos especially when different product owners have different roadmaps?

Get Ready for Edge Computing’s Rise In 2019

Forrester's Customer Insights

Every company needs edge computing on its technology roadmap starting in 2019. While many of you may see edge as exclusive to IoT, its value is much wider and will prove as critical to driving up customer experience as content delivery networks (CDN) were in the early days of the Web. Which explains why you […]. edge computing internet of things (IoT) IoT

10 Surveys for Actionable Data

GetFeedback

When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Product feedback helps guide your roadmap and inform each release.

Survey 238

Psssssst! The Buzz Around Interactions 2019 has Already Begun

inContact

one of the reasons I’m here is to learn more about the automation and the AI roadmap…”. – How will we top Interactions 2018? By leading the charge in industry trends. Raising the bar on the customer journey.

Developing Your #CustomerExperience Strategy

CX Journey

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap.

First 90 Days in Customer Success

natero

This roadmap will outline what you should expect to accomplish in your first 90 days. You’ve been brought in as the founding member of the Customer Success team — congrats! Your company is making a major investment in helping customers derive more value from its products and services.

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.

5 Key Steps to Developing a Customer Success Career Path

Amity

Career Roadmap – Develop and share a career roadmap with all members of your Customer Success organization. Certification Program – Once you have developed a career roadmap the next step is to develop a training certification plan for your employees.

Understanding VOC Objectives

MaritzCX

Voice of the Customer (VOC) objectives are vital for any organization and provide roadmap to a successful VOC program. It's like going into a new city and trying to navigate without a map or GPS. Without having clear directions to the address, you can spend a lot of time, resources, and energy trying to get to your destination. The same applies to your VOC program objectives