Trending Sources

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 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.

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.

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.

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

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.

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.

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

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

Kayako

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.”.

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?

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

ijgolding

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.

NPS: Achieving Brand Loyalty by Closing the Feedback Loop

Kayako

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.

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.

Be a Strategic Partner to Win & Retain Revenue

Amity

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.

ScaryCX – The scariest CX project I ever saw…

SuiteCX

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.

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

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.

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.

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.

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.

The Anatomy of a Remarkable Customer Success Playbook

Amity

CSMs typically have to gather things like customer usage data, roadmap/product updates, subscription-related information, etc. When it comes to managing relationships with your customers, the old axiom holds true: “Change is the only constant.”

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.

First Year CX: Some Keys To Success - A Q&A With TSIC

Forrester

In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for their burgeoning CX program. TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries.

2017 Customer Experience Resolutions

Lynn Hunsaker

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.

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

Calabrio

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.

Tools to Support Your Growing Customer Base

Amity

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 35

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

Astea

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.

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.

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.”

It's Not Where You Start. or Is It?

CX Journey

Roadmap : To guide execution of your strategy, you must build a roadmap. Training and Education : Perhaps this is a line item in your roadmap, but I thought I'd call it out separately. Image courtesy of degconsulting How do you know where to start your CX journey?

Top 5 Elements of Enterprise IT Infrastructure

Merlin

The objective in having a BCP is for you to roadmap the team’s course of action in the face of disasters or potential attacks to your business.

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. Annual planning is a missed opportunity for driving customer profitability inside the corporate machine.