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

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.

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.

4 Steps to Developing Your Customer Care Strategy

Biteable’s Evolution to a Customer-Centric Product Roadmap

AskNicely

Collecting real-time feedback not only enables you to get a quick temperature-read on your customers, but it gives your team authentic, actionable insights that you can apply to your roadmap for quicker innovation and faster iteration cycles. Biteable , using AskNicely to track customer sentiment and inject feedback right into their product plans, shares their story to illustrate just how important feedback is in fashioning a customer-centric roadmap.

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.

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.

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.

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!

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.

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.

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.

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.

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.

Roadmap to Achieve AI Benefits for Customer Experience

Avaya

The post Roadmap to Achieve AI Benefits for Customer Experience appeared first on Avaya Connected Blog. This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Gareiss leads Nemertes Digital Transformation research.

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.

A roadmap for closing the diversity & inclusion gap

Qualtrics

Roseboro stated we need a new roadmap for D&I — a roadmap that goes from passive exclusion to active inclusion, and which is tailored to satisfy employee demands and capabilities. The new roadmap – which is built around eight pillars – set out by Roseboro creates a superior employee experience, and uncovers insights helping businesses to act quickly and purposefully. The post A roadmap for closing the diversity & inclusion gap appeared first on Qualtrics.

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 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.

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.

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?

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.

A Simplified, Mixed Methods Roadmap: How to Marry Quant + Qual for More Insightful Results

dscout People Nerds

Here are a few easy ways to validate your qualitative data, or dig deeper into the “why” behind your quantitative metrics

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.

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.

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

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.

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.

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.

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?”