InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

SurveySparrow

JUNE 2, 2023

A study by Baymard Institute found that a complicated checkout process is the third biggest reason for cart abandonment. The post Cultivating an Exceptional eCommerce Customer Experience: A Roadmap for Success appeared first on SurveySparrow. As such, it should be as seamless and straightforward as possible.

Ecommerce 52

Ecommerce Roadmap e-support Customer Experience 52

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values.

NPS 260

NPS Customer Centricity Tips Automotive 260

dscout People Nerds

SEPTEMBER 9, 2020

Your projects are like journeys. And like any good journey, planning is essential. .

Roadmap 87

Roadmap Study 87

InMoment XI

JUNE 5, 2024

Market Intelligence Our platform supports ad-hoc research, brand awareness studies, and industry trend analysis, helping businesses stay ahead of market changes and consumer expectations. Our roadmap includes significant advancements in AI and NLP, particularly enhancing feedback solicitation and data integration.

Analytics 260

Analytics Effort Score Social Media Innovation 260

NICE inContact

MARCH 3, 2021

Businesses were fast tracking technology initiatives that had originally been on a 3-5 year roadmap and moving them to the top of the list to adapt to the tectonic shift that the pandemic caused around the world.

Contact Center 177

Contact Center Chatbots Roadmap Consumers 177

CX Centric

MAY 6, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. The Approach: In salvaging the healthcare provider from this disaster, Blaskov’s team then created a detailed roadmap, and also made a quick implementation of the GemSeek CX platform. Momchil Blaskov. The full book can be purchased here.

Case Study 52

Case Study Study Healthcare Hospitality 52

Qualtrics

OCTOBER 13, 2021

Using the range of research technologies available today - including Qualtrics which touches about half of the work we undertake - means you can conduct studies faster, scale them, and automate them,” said Daniel. Qualitative studies help us learn new things, while quantitative programs help us validate what we’ve found.

Roadmap 26

Roadmap Competitive Advantage Government Study 26

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. According to a Bain study, while a striking 80% of business leaders believe their organization delivers a superior customer experience, only a mere 8% of their customers share the same sentiment.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Gainsight

AUGUST 30, 2019

The purpose of this Eigenworks study, done in partnership with Gainsight, is to discover better ways to communicate customer feedback between product and customer success teams. I want to be clear that this study is a work in progress. So what’s next for our study? Speaking with CS professionals at Pulse 2019.

Roadmap 40

Roadmap Feedback Study Software 40

SurveySensum

MARCH 28, 2024

It’s this discipline, both practical and mental, that helps sculpt a more structured and effective study regimen. It boosts the quality of your study time, deepens your understanding, and sparks creativity beyond just memorizing facts. But here’s the cool part: productivity isn’t just about getting more done.

Strategy 52

Strategy Study Roadmap Exercises 52

CX University

NOVEMBER 7, 2023

The convenience of these independent, self-study courses is a winning factor for busy professionals. Any learners who join the 90 Days Roadmap to CCXP program will be granted access without additional charge upon successfully passing the Customer Experience Specialist (CXS) certification exam.

Course 52

Course Roadmap Customer Experience Professionals ROI 52

Wootric

AUGUST 10, 2018

I prefer to do fairly targeted studies of specific types of customers or potential customers. I then take the insights from the studies and do some affinity grouping to help me see patterns in the data. that you then build in order and without ever reflecting on what’s working and what isn’t.

Roadmap 53

Roadmap Data Net Promoter Score Analytics 53

Uniphore

NOVEMBER 18, 2021

Studies have uncovered? Improve product roadmaps:?Information Information provided by emotion AI can guide organizations in creating product roadmaps better suited to customers’ expectations. How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex.

Roadmap 162

Roadmap Call Center Policies Brands 162

AskNicely

APRIL 4, 2018

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. . Get the Case Study.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

ShepHyken

FEBRUARY 28, 2020

He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. I read books, had a vision, created a customer experience roadmap listing all the things I wanted to tackle with a timeline and hurdles I needed to overcome.

Roadmap 117

Roadmap Sales Case Study Airlines 117

Centercode

SEPTEMBER 1, 2020

The target market insights they’re collecting with Centercode enables them to validate research and guide their roadmap. Download your copy of the Caavo case study here. Ge the Caavo Case Study. Now, their beta test ROI is over 250% — and the team is able to maximize its beta results to the fullest.

ROI 98

ROI Case Study Roadmap Study 98

Optimove

JANUARY 17, 2024

According to a cross-vertical study, 60% to 80% of top companies’ revenues come from existing customers. When you get to know this group by studying their data, it can boost your bottom line. The journey to acquisition is paved with the loyalty of happy customers, and the roadmap is clear — get to know your customers, every day.

Loyalty 59

Loyalty Roadmap Study Touchpoint 59

SurveySparrow

AUGUST 30, 2023

The best books include case studies that spotlight successful customer experience implementations. Dive into real-life examples, case studies, and step-by-step techniques that guide you in the art of turning feedback into action. These books offer actionable steps to elevate your CX game. Read Here: Amazon 6.

Customer Experience 52

Customer Experience Roadmap Case Study Loyalty 52

AskNicely

SEPTEMBER 6, 2018

According to The NPS Benchmark Study, the best practitioners involve everyone in the company including executives, operations, product, marketing, customer success, human resources, and administration. Download the NPS Benchmark Study. Want to know how? NPS Strategy Requires a Team Effort. Departments Using NPS. Feedback in Operations.

NPS 150

NPS Net Promoter Score Survey Customer Success 150

PeopleMetrics

JANUARY 24, 2022

The convergence of CX (VoC) and research – as we setup listening posts around key touchpoints, research questions continue to emerge that are either integrated into CX measurement or setup as separate studies. Also, we now offer comprehensive research services (qual and quant), from study design to fielding to analysis/reporting.

Trends 90

Trends Self Service B2B Roadmap 90

Clarivate

JUNE 26, 2023

The ISPOR Task Force also recently published a guidance document, titled ‘Roadmap for increasing the usefulness and impact of patient-preference studies in decision making in health.’ This document also provides useful guidance for stakeholders working in research on how to devise a preference study.

Data 52

Data Healthcare Roadmap Study 52

2020 Research

OCTOBER 18, 2023

During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies. It’s really about the learnings.

Marketing 108

Marketing Healthcare Analysis Case Study 108

NICE inContact

AUGUST 22, 2017

inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted for inbound/outbound voice in their most recent interactions. Get your copy of the inContact Customer Experience Transformation Study. So why do we keep pushing them toward the phone? appeared first on inContact Blog.

Contact Center 140

Contact Center Social Media Roadmap Customer Satisfaction 140

NICE inContact

AUGUST 22, 2017

inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted for inbound/outbound voice in their most recent interactions. Get your copy of the inContact Customer Experience Transformation Study. So why do we keep pushing them toward the phone? appeared first on inContact Blog.

Contact Center 120

Contact Center Social Media Roadmap Customer Satisfaction 120

ShepHyken

MAY 9, 2023

Use their feedback for marketing purposes, testimonials, and case studies. Find feedback patterns that will influence your product roadmap, service delivery model, support channels, and future investments. Tailor your surveys with each customer’s experience in mind. Leverage your promoters.

Net Promoter Score 62

Net Promoter Score NPS Case Study Roadmap 62

ECXO

MARCH 21, 2023

Develop a detailed and realistic CX roadmap: Create a detailed roadmap outlining the steps that need to be taken to achieve your CX objectives, and assign responsibility for each action item. Map out the journey: Develop a roadmap for advancing employee experience maturity over time. Think of it like a project plan.

B2B 98

B2B Customer Experience Roadmap Culture 98

ClearAction

FEBRUARY 13, 2023

It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. This customer experience course is an actionable overview for making CX a team sport company-wide. The Essentials module is free to everyone.

Sports 71

Sports Customer Experience Handbook Case Study 71

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Q: How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap ROI Case Study 117

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Case Study: Using In-App Engagements in Gainsight PX to Improve Adoption. Check out this case study to see the real-life impact of using in-app engagements!

Case Study 89

Case Study Roadmap Study Feedback 89

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

Gainsight

AUGUST 22, 2021

In fact, a Dimension Data study found 84% of companies that place a focus on bettering the customer experience saw an uptick in revenue. Master your product roadmap. Another critical piece in driving product-led growth is charting a product roadmap that keeps your team on track to smash your goals. Master Your Product Roadmap.

Tips 52

Tips Strategy Roadmap Net Promoter Score 52

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. In fact, numerous studies over the years have emphasized this link between customer-centricity, employee engagement and customer loyalty. Creating a Customer Retention Strategy: A Leadership Roadmap. What can you do to move more of your customers from “satisfied” to “loyal”?

Customer Retention 86

Customer Retention Strategy Net Promoter Score Employee Engagement 86

Gainsight

AUGUST 23, 2021

Explains how it can be difficult to set feature priorities for product roadmaps. Describes why it’s important to creating an effective product roadmap. How to Prioritize Features on Your Product Roadmap. Your product roadmap will be the glue that holds it all together. What is Product and Feature Prioritization?

Data 52

Data Roadmap How To Tips 52

Comm100

APRIL 17, 2018

Apptentive (a mobile app developer) recently conducted some studies on customer feedback that involved more than 1000 customers from the U.S. The studies found out that 51% of customers expected to be asked directly for feedback from the company. Each employee gets a feel for the priorities, roadmap and keeps tabs on new requests.

Feedback 196

Feedback How To Roadmap Survey 196

CX University

JULY 11, 2023

In fact, a study by the Customer Experience Professionals Association found that 72% of employers would agree with that statement. Networking opportunities: The programs offered by CXU give you access to a community of like-minded professionals, such as in our 90 Days Roadmap to CCXP and Applied Customer Journey Mapping programs.

Customer Journeys 40

Customer Journeys Customer Experience Roadmap Customer Experience Professionals 40

Customer Bliss

JANUARY 25, 2019

He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. He put together a one-page roadmap and brought it to the senior leadership team. How did he present the journey map to leadership? Create Organizational CX Cadence.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157