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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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?”

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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?”

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.

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?

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.

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.

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

inContact

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.

Lessons From Leaders At Brands Where CX Is Working

Storyminers

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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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.

How Do You Unite Leadership to Make Decisions That Drive Customer Growth?

Customer Bliss

Unite leaders in your organization by having a conversation about how you will and will not grow, so that you can provide employees with a clear roadmap for how they should steer their own decisions.

How Do You Prioritize the CX Work to Be Done in the First Year of the CCO Role?

Customer Bliss

Use this knowledge to identify the capabilities and roadmap you’ll need to identify the capabilities and the roadmap that you’ll all build together to get to the place where the company needs you to be to be. Have you recently become a chief customer officer?

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

Where Customer Support and Customer Success Goals Overlap

Kayako

Jointly collecting and analyzing survey responses ensures support and customer success have a pulse on customer sentiment and how issues should be prioritized within the product roadmap. Incorporating customer feedback into your product roadmap reduces this risk.

3 ways to empower your customer support team

NewVoiceMedia

When it comes time to plan the product roadmap, roll out new services, or make changes to pricing, support is often the last to know. That can impact your product roadmap for the better, steer your sales conversations, and just inspire more thoughtful decisions that lead to happier customers. This article was origionally published on the GetFeedback blog, and is reposted here with permission. . Customer support agents are the warriors of every organization.

Defining Your CX Strategy

Confirmit

Roadmap: Where do you want to be, and how do you get there? Find out how to develop a roadmap that drives us to waypoints in our journey toward an optimal customer strategy.

5 Key Steps to Developing a Career Path for your Customer Success Organization

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.

How To Keep Your Customer Workshops On Track

Kerry Bodine

So we arranged for an SVP to open the day with a product roadmap session that enabled attendees to get all of their product questions and suggestions off their chests. A face-to-face workshop with your employees and your customers can be an organization-changing experience.

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

inContact

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.

How To Capitalize On Customer Feedback

Comm100

Create some simple boards like “Product ideas,” “Coming up” and “Roadmap” to get the ball rolling. Each employee gets a feel for the priorities, roadmap and keeps tabs on new requests. One often overlooked aspect of customer service is sourcing customer feedback.

How Real-Time Customer Feedback Drives Customer Obsession at Fleetio

AskNicely

From rapid business growth initiatives to sales enablement to product roadmap development, Fleetio automated customer feedback — powered by the NPS framework — to close the customer feedback loop to achieve meaningful result across their entire business. .

Watch Jeanne Bliss’s webinar: Build Your Customer-Driven Growth Engine

Kayako

How to Build Your Customer-Driven Growth Engine,” she provides a roadmap to achieve success with the CCO core competencies, and how to drive transformational customer experience change across the business, breaking down silos.

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.

What’s The Number?: Analysis Of The Latest Statistics Of The BPO Industry

Magellan Solutions

When we forecasted it for [our] most recent roadmap, we projected growth revenue-wise to be around 9%.” Benedict Hernandez, chairman of the Contact Center Association of the Philippines (CCAP), said that the roadmap to 2022 is looking bright.