ChurnZero

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! 2024 Onboarding Hero: Ollie, a Next Glass company Ollie used ChurnZero journeys and plays to enhance their onboarding process for time-pressed customers. Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

InMoment XI

OCTOBER 7, 2024

Discover These and Other Innovative Product Features The features unveiled today offer a glimpse into the innovative products and features currently available, as well as those on InMoment’s extensive innovation roadmap. InMoment has shared its press and release notes, highlighting its technological advancements and industry leadership.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

DCX

NOVEMBER 17, 2024

Whether it’s leveraging tech like AI and wearable neurotech, building trust through transparency, or rethinking leadership, the takeaway is clear: great customer experiences don’t just solve today’s problems—they help shape a better future for everyone. This approach has plenty of takeaways for CX leaders like you.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

InMoment XI

AUGUST 16, 2024

Leadership Buy-In: Engage leadership to act as champions for the initiative. InMoment has created a digital transformation roadmap to help you create successful digital experiences in your organization. link] Accessed 8/15/2024. 44 Key Digital Marketing Statistics for Strategic Growth in 2024.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

DCX

NOVEMBER 24, 2024

From keeping products simple to giving AI some sass or embracing quiet leadership, the big takeaway is this: CX isn’t just about what you do —it’s about how you make people feel. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Creativity with practicality?

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

DCX

DECEMBER 22, 2024

Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Source FREE FOR THE HOLIDAYS!

Retail 52

Retail Self Service Tips Customer Centricity 52

DCX

DECEMBER 29, 2024

For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. It’s not just theory; it’s practical wisdom that can genuinely make a difference.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

DECEMBER 1, 2024

Source Related: Irreplaceable: How to Create Extraordinary Places That Bring People Together Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Learn More Order Now “What stood out was how action-oriented the course is.

Fashion 52

Fashion Culture Trends Connections 52

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 86

e-support Customer Centricity Apparel Leadership 86

Totango

FEBRUARY 12, 2025

A unified vision to reflect our unified company The merger with Catalyst and the acquisition of Parative AI in 2024 gave Totango a fresh perspective on the evolution of customer success and the pivotal role AI plays in helping enterprise teams uncover and act on customer intelligence to fuel growth. Here’s why the timing made sense.

Brands 62

Brands Customer Success Roadmap Innovation 62

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. How the CX ROI Metrics Roadmap Works Gold : First, your CX team facilitates earnest use of customer experience insights for growth efforts: Products and services : new, upgrades, and lite versions.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

InMoment XI

SEPTEMBER 3, 2024

Product Development and Feedback Organizations can gather valuable feedback on existing products and services, providing insights that can inform product roadmaps and future development. Employee Training and Coaching Organizations can identify areas for improvement in collaboration, leadership, and professional development.

Analytics 195

Analytics Data Social Media Average Handle Time 195

BirdEye

JULY 15, 2024

Birdeye View , a virtual conference scheduled for September 10th and 11th, 2024, addresses these critical areas by equipping local businesses with the knowledge and tools to harness the power of Artificial Intelligence (AI) and dominate their respective markets.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

DCX

DECEMBER 31, 2024

The world of customer experience and leadership is evolving fast, and you need to stay ahead. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” According to 2024 research by the CX Network, over 60% of CX professionals struggle to quantify their impact.

ROI 52

ROI Self Service Leadership Metrics 52

DCX

OCTOBER 6, 2024

This week, I've got a bunch of great articles that show how customer experience and leadership are changing in our AI-powered world. We'll look at how to juggle speed, data, and user experience in product management, and flip the script on leadership by exploring why top CX pros don't always need to manage people.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

This week, I've got a bunch of great articles that show how customer experience and leadership are changing in our AI-powered world. We'll look at how to juggle speed, data, and user experience in product management, and flip the script on leadership by exploring why top CX pros don't always need to manage people.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

AWS Machine Learning

APRIL 22, 2024

This guide can be used as a roadmap for integrating generative AI effectively within sustainability strategies while ensuring alignment with organizational objectives. A roadmap to generative AI for sustainability In the sections that follow, we provide a roadmap for integrating generative AI into sustainability initiatives 1.

Roadmap 133

Roadmap Competitive Advantage Innovation Self Service 133

CSM Magazine

OCTOBER 22, 2024

A Snapshot of Contact Centre Evolution As we come towards the last few months of 2024 and prepare to dive head-first into the New Year, it’s clear that contact centres are riding a wave of transformation. The leadership skills gap isn’t just widening; it’s turning into a chasm. Only a mere 15.3%

Groups 52

Groups Roadmap Course Report 52

Gainsight

OCTOBER 15, 2024

At Pulse Europe 2024 , happening on November 13–14, we’ll embrace this change together as a community dedicated to shaping the future of Customer Success. We have so many incredible sessions coming up at Pulse Europe 2024, but here’s a look at a couple of our early favorites. Why Attend Pulse Europe 2024?

Customer Success 52

Customer Success Conference Sports Leadership 52

rethinkCX

FEBRUARY 24, 2025

Fractional CX refers to outsourcing customer experience leadership or expertise on a part-time or project basis. A 2024 survey found that 73% of consumers expect personalized experiences, and businesses that fail to adapt risk losing loyalty. So, what is fractional CX, and why might it be the key to your customer experience strategy?

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score e-support 52

DCX

JANUARY 19, 2025

Each link offers a unique lens on how to approach your work with purpose, whether you’re focusing on innovation, leadership, or simply nailing the details. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. What ties it all together? Which idea will you run with first?

Travel 52

Travel Customer Centricity Culture Brands 52

ShepHyken

AUGUST 25, 2024

Two of my favorites (out of the ten) are the first one, which recognizes that leadership must be 100% on board. BONUSES How To Scale Your Customer Service Operations: A CX Pro’s Roadmap by Niels Juist (Capterra) Use emerging tech to streamline your customer service and boost your quality of service. That’s where it starts!

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

DCX

JANUARY 5, 2025

Source Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. For CX pros: Think of observability as your digital radar.

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Customer Centricity Apparel Leadership 52

Lithium

JUNE 4, 2024

Upcoming Khoros Fresh Features Product Release & Roadmap Webinar Tuesday, June 25 - 10am CT Learn how you can deliver an unforgettable customer experience that closes the gap between automated and human interactions. Webinars & Events Some event areas are limited to Khoros customers only.

CRM 52

CRM Roadmap Software Leadership 52

Horizon CX

APRIL 1, 2024

This assessment provides valuable insights into current CX capabilities, identifies areas for improvement, and helps chart a roadmap for advancement. Click HERE to learn more about HorizonCX: Karl Sharicz – Founder, CEO – HorizonCX | April 2024 The post Organizational Growth Through CX Maturity appeared first on Horizon CX.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. According to Birdeyes 2024 State of Online Reviews study, which analyzed over 150,000 businesses, an active and well-maintained online presence is a subtle nudge for customers who may not have previously considered your brand.

Tips 85

Tips Tools Social Media Multi-Channel 85

DCX

DECEMBER 15, 2024

CX Leadership on a Shoestring Budget: How to make a big impact without breaking the bank. Source Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Download the Free Guide Are AI Video Chatbots Ready for Prime Time?

Chatbots 52

Chatbots Video Tips Customer Centricity 52

COPC

JANUARY 9, 2024

We ensured alignment by creating an employee brand book that encompassed communication guidelines, employee objectives and project roadmaps. Lance Gruner: Looking ahead to 2024 and beyond, delivering best-in-class service efficiently remains a key objective.

Customer Experience 74

Customer Experience Net Promoter Score Guidelines Customer Care 74

DCX

JULY 21, 2024

The bottom line: Intuit's success with AI-driven personalization provides a roadmap for CX professionals looking to enhance customer experiences through technology. Fun, quick challenges to flex your new influence muscles A step-by-step journey covering a crucial leadership skill each day It's time to bet on yourself.

Retail 52

Retail CRM Chatbots Exercises 52

Inbenta

DECEMBER 21, 2023

DALLAS – December 14, 2023 –Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Merlin Bise as Chief Technology Officer, effective January 1, 2024.

Roadmap 52

Roadmap Banking Leadership Technology 52

AWS Machine Learning

AUGUST 26, 2024

From the period of September 2023 to March 2024, sellers leveraging GenAI Account Summaries saw a 4.9% This feeds into our refinement process for existing summaries and plays a crucial role in prioritizing our product roadmap. increase in value of opportunities created. The impact goes beyond just efficiency.

Sales 123

Sales Multi-Channel Metrics Feedback 123

SurveySensum

FEBRUARY 14, 2024

But before we jump into our top 10 picks for 2024, let’s take a moment to understand what employee feedback really is. Provides leadership with visibility into the output of individuals, teams, and departments. It tracks feedback on these skills over time, offering a clear roadmap for professional development.

Tools 52

Tools Feedback Analysis Survey 52