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 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.

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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.

Join the Webinar: How to Use Your Product Roadmap as a Communication Tool


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.

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


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.

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.

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?”

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.

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

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.

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.

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. 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

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?

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.

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.

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?

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.

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.”.

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.

The QBR Mistakes You Need To Stop Making


They talk about what they did, what usage and support cases trends they see or what the product roadmap is - instead of having an exchange or interaction, otherwise known as a conversation.

Speech Analytics: Five Ways to Set Your Company up for Success


This may involve implementing new coaching and training within the contact center, or adjusting product roadmaps to fix a defect or add a feature that customers are requesting. Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience.

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.

How To 109

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.

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.

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.

ScaryCX – The scariest CX project I ever saw…


CREATED A ROADMAP WITH SHORT, MEDIUM, AND LONG TERM PROJECTS. As Halloween approaches, I can’t help but reflect on some of the scary things I’ve encountered in my career as a marketing professional. Perhaps the most terrifying occurred in my role as VP of Marketing for an online printer.

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.

NPS: Achieving Brand Loyalty by Closing the Feedback Loop


Closing the feedback loop can reveal insights that influence your product roadmap or maybe revamp your current onboarding process, or improve customer support workflows. This is a guest post from our friends at Typeform.

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.

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.

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.

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.

Business to Business Customer Experience Leadership, With Tabitha Dunn – CB49

Customer Bliss

General Episode Overview. Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. She then advanced through a variety of vertical industries, each time honing her skills.

2017 Customer Experience Resolutions


Customer Experience Maturity Roadmap (10-part series). 2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles.

Easier Said than Done: Move the Needle with Your Customer Experience Strategy

CX Journey

The roadmap around these two key tools includes: explore the journey identify moment of truth prioritize moment of truth measure moments of truth to identify pain points improve CX at each moment of truth Erin outlined their key learnings as follows.

Redefining the Next Era of Service Innovation: Time for Breakthrough Change


Front-line employees should be involved, and customers’ needs and insights should be analyzed to develop an innovation roadmap. As a service company, how do you approach innovation? Is it even on your radar? If not, you aren’t alone. Recent research by The Service Council indicates that the service industry in general could be doing more to drive innovation.

Tools to Support Your Growing Customer Base


ProductPlan - (Score = 1833)ProductPlan develops strategic planning and product roadmap software for product teams. ProductPlan develops strategic planning and product roadmap software for product teams. SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base.

Tools 33

Customer experience, authenticity and other themes at the 2016 APAC Customer Intelligence Summit

Vision Critical

According to Sisodraker, Vision Critical’s product roadmap is driven by the need to provide enterprises with “memory.”