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


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

Crafting a customer experience roadmap


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 1: The Bad News


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)


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.

How to Build an Accurate Product Roadmap with Customer Feedback

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.

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


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.

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.

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.

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.

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.

In Digital Transformation, Initial Business Discovery is Key


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?”

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5 Ways to Break Down Digital CX Silos


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

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.

Book Review: Roadmap to Revenue

Service Untitled

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

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


” 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 Navigator

Customer Interactions

When I was young, I was fascinated with roadmaps. NICE Customer Journey Solutions Ensure CX Programs Reach Their Destination. Loved studying them, memorizing them, comparing the different types—you name it. Sometimes I’d even create fictional towns and cities, just so I could map them from scratch

5 Key Steps to Developing a Customer Success Career Path


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.

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


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.

First 90 Days in Customer Success


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.

Lessons From Leaders At Brands Where CX Is Working


Harmonizing the many timelines that drive healthcare is the biggest challenge (For example: buildings and platforms are considered in 5-10 year horizons, regulatory changes happen yearly, roadmaps are continuously updated but most projects are ‘behind’ in healthcare.)

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


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

A Contact Center Features Checklist for 2018


Hopefully you’ve evaluated your legacy contact center vendor’s roadmap to see if they can give you the next-generation contact center features you need to meet the new expectations of modern customers.

There Are No Secrets to Zipcar’s Journey Map Success

Customer Bliss

Then every year we would create a roadmap using the eco-system visual. How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and planning efforts?

Breaking down silos in the multichannel contact center


Download our white paper, Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives.

Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You


As you consider your technology spend and roadmap for 2018 and beyond, consider looking inward as well as outward. If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences.

Value-Driven Knowledge Management Strategy: Start With the End in Mind


Just as one needs a blueprint to build a house, a KM program needs a strategic blueprint and roadmap to focus the journey from the current state to the target outcomes. A roadmap to evolve organizational KM maturity. Develop Your Roadmap for KM Success. Your KM roadmap defines how to accomplish your strategy. In our last knowledge management (KM) blog , we discussed how critical it is to link your KM capabilities and activities to outcomes.

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. Over the last ten years I’ve become convinced that annual planning is the Achilles’ heel of customer experience.

3 Key Steps to Starting Your Company-wide Digital Transformation


Roadmap Creation: A detailed roadmap helps you finalize digitization plans before implementation. Stats show that 80% of companies identify “digital transformation” as their top strategic priority—but only 5% feel they’ve mastered it. Why the gap?

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


The Roadmap for Social Customer Service. This excellent chapter provides readers with a framework for producing a roadmap for social customer service. It is impossible to ignore the fact that customer service has gone all social on us.

8 Customer Service Skills to Boost Your Career


Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Helping to roadmap the releases means Support can identify and handle minor bugs, and also to communicate the correct issues to customers or engineers.”.

33% CSAT for Millennials – Is Your Contact Center Missing Something?


Using the phone for customer service is not going to decline anytime soon, but companies that want to stay on the forefront of attending to one of the largest consumer markets, and the generations that follow, should have more digital channels on the roadmap.

VoC Leaders: How MD Financial Management benefits from looking critically at CX data


Mike Starr is Digital Product Manager at MD Financial Management, who is responsible for gathering feedback and managing a product roadmap for his organization.

Be a Strategic Partner to Win & Retain Revenue


Collaborate on the customer roadmap. Always show the customer the roadmap and how they can continue to get better with your service. When was the last time you enjoyed corresponding with the proverbial used car salesman? That’s what I thought. I don’t remember either.

What Do Your Employees Know About Customer Experience?

CX Journey

Having this information allows us to create a roadmap for the work that lies ahead. Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D.

How to optimize customer experience cross-functional teams

Customer Bliss

And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. ‘Cross-functional teams’ can often sound like a business buzzword.

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Keep it simple – touchpoint mapping

Customer Bliss

The biggest outcome should simply be a roadmap that states by stage: touchpoints. There are many approaches to doing touchpoint mapping. My recommendation is always to keep it simple. One client told me they had “Visio blindness” from the hundreds of hours spent mapping every customer process. That’s not going to get you traction and prove the work. This is what will get you traction: Map the stages and get to the set of initial priority touchoints along the customer journey.

How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

If they are, do they recall the objectives, the overall roadmap, the reason for the approach, etc.? Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys.

CX Journey™ Musings: Busy Work vs. Real Work

CX Journey

Image courtesy of myfrozenlife Think about the things that you're doing to transform your organization and your customer experience. Are you doing busy work? Or are you doing real work? Today's post is inspired by this quote from Thomas Edison: Being busy does not always mean real work.

First Year CX: Some Keys To Success from TSIC

Think Customers

In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for its burgeoning CX program.

A 4-Step Plan For New Chief Customer Officers, With Donna Peeples – CB29

Customer Bliss

Create a roadmap with simple initial wins. Episode Overview. Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Now she holds the same role at Pypestream , an enterprise mobile messaging platform.