DCX

NOVEMBER 10, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Staffing adjustments and support on high-stress days could make a measurable impact on CX outcomes. Download the Free Guide Too Many Car Screens? Bring Back the Buttons! A key takeaway? Friendly, motivated staff directly lead to happier customers.

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

DECEMBER 22, 2024

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Retail 52

Retail Self Service Tips Customer Centricity 52

DCX

DECEMBER 1, 2024

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Fashion 52

Fashion Culture Trends Connections 52

DCX

NOVEMBER 24, 2024

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

InMoment XI

OCTOBER 3, 2024

How Is Customer Retention Measured? However, if the account managers are informed about the product development roadmap, they will know when it is appropriate to start promoting new products or features. Accessed 9/19/2024. Accessed 9/19/2024. Accessed 9/19/2024. Accessed 9/19/2024. Accessed 9/19/2024.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. In fact, according to the Optimove Insights Report on Consumer Shopping Intentions for Holiday 2024, email is the preferred channel selected by 59% of respondents. What Deliverables and Roadmap Should Marketers Expect?

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Measure your CX performance. Customer Effort Score (CES) measures how easy it was for customers to perform a specific activity, like placing an order or reaching out to customer support.

Feedback 195

Feedback How To Social Media B2C 195

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. This can involve monitoring conversations to measure customer intent, satisfaction, sentiment, and the effectiveness of customer service agents.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Gainsight

JANUARY 10, 2025

However, the 2024 CS Index revealed that AI has become essential. Findings show that organizations increasingly prioritize Gross Revenue Retention (GRR) as a key performance metric, with 55% of companies using GRR as a top measurement. Learn More To explore the full findings and insights, check out the Customer Success Index 2024.

Trends 52

Trends Report Self Service B2B 52

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. You’re measuring what already happened with customers. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Therefore, it’s lagging. These are lagging indicators.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

InMoment XI

APRIL 3, 2024

How to Measure Digital Customer Experience In order to measure the success of your digital customer experience, you first need to decide on the metrics that matter the most to your business. Access 3/12/2024. Access 3/12/2024. Access 3/12/2024. Accessed 3/21/2024. References Fullstory. Salesforce.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

ChurnZero

DECEMBER 6, 2024

These outcomes include: Roadmaps for designing and developing future CS programs. At ChurnZeros ZERO-IN 2024 conference, speakers Alex Turkovic and Dan Ennis shared a new way to look at building a digital CS program. Khow your data is measured. Reduced costs across the board. Internal efficiency gains, driven by automation.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

delighted

APRIL 26, 2024

With this feedback in mind, we focused our Q1 roadmap on bridging that gap and transforming Delighted Surveys into a guided survey experience. We’ll also give a Delighted CX platform update and share our live Q2 roadmap. Take a peek at our roadmap ! The post Delighted Q1 2024 Product Recap appeared first on Delighted.

Roadmap 59

Roadmap CRM Survey Tools 59

rethinkCX

FEBRUARY 23, 2025

From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. A 2024 study found that 71% of consumers expect personalized interactions, and 76% get frustrated when they dont receive them. Why It Matters Customers crave relevance.

Trends 52

Trends Customer Experience How To Omni-Channel 52

ChurnZero

JANUARY 9, 2025

As a proud sponsor of Zero IN 2024 , Growth Molecules embraced the opportunity to showcase our customer success training and advisory services in a packed workshop. Companies that do not map customer journeys lose 15-20% of potential revenue growth as they fail to identify and act on conversion and upselling opportunities.

Customer Journeys 52

Customer Journeys Marketing Exercises Competitive Advantage 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 134

Roadmap Competitive Advantage Innovation Self Service 134

Gainsight

FEBRUARY 7, 2024

That’s why here at Gainsight, we’re beyond thrilled to share our latest triumph: clinching the top spot in the Winter 2024 G2 Grid Report for Customer Success. G2 Scores: The Ultimate Measure of Excellence Before we dive into the specifics, let’s talk about G2 scores. Let’s break it down.

Report 52

Report Roadmap Innovation Software 52

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. This assessment provides valuable insights into current CX capabilities, identifies areas for improvement, and helps chart a roadmap for advancement. What is Customer Experience Maturity?

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. In this blog, youll learn how to piece together each tactic for real, measurable growth. Google Business Profile insightsTrack views, clicks, and customer interactions to measure impact. -

Tips 85

Tips Tools Social Media Multi-Channel 85

Gainsight

OCTOBER 25, 2021

Because it feeds off of user experiences, and users are the main driver of your company’s growth, customer feedback loops can be a guiding light for your product roadmap. Measure customer feedback. Learn How to Measure Success the Right Way. Customer feedback loops root your strategy in data that matters. Customers feel valued.

Feedback 98

Feedback Roadmap User Experience Analysis 98

DCX

JANUARY 19, 2025

Source SX Live 2024: Binge-Worthy Support Insights Last October, the Support Experience Conference (SX Live 2024) brought together industry pros to share cutting-edge insights and AI innovations for support. Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success.

Travel 52

Travel Customer Centricity Culture Brands 52

rethinkCX

FEBRUARY 24, 2025

A 2024 survey found that 73% of consumers expect personalized experiences, and businesses that fail to adapt risk losing loyalty. With pros like those at rethinkcx.com , youre not waiting months for a strategy to take shapeimplementation starts fast, driving measurable improvements in weeks.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score e-support 52

ShepHyken

AUGUST 25, 2024

There is even a suggestion on the KPIs you use to measure the success of an EX initiative. 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. There is much here to inspire your team.

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

DCX

OCTOBER 6, 2024

We'll also take a realistic look at how AI might shape CX in 2024 - there's reason to be excited, but also cautious. 2024 priorities: Most companies (56%) are planning a cautious expansion of AI, prioritizing data analytics (72%) and automation (60%). However, 12% are waiting for top-down guidance to steer their initiatives.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

We'll also take a realistic look at how AI might shape CX in 2024 - there's reason to be excited, but also cautious. 2024 priorities: Most companies (56%) are planning a cautious expansion of AI, prioritizing data analytics (72%) and automation (60%). However, 12% are waiting for top-down guidance to steer their initiatives.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

DECEMBER 31, 2024

Build skills that lead to measurable outcomes—whether it’s nailing a presentation, impressing your team, or leveling up your career. According to 2024 research by the CX Network, over 60% of CX professionals struggle to quantify their impact. It’s clearer, it’s focused, and it’s easier to measure.

ROI 52

ROI Self Service Leadership Metrics 52

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. Such priorities might include getting all your data in one place, adding data security measures, or deploying modern campaign management capabilities.

Loyalty 59

Loyalty Trends Data Marketing 59

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 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

JANUARY 5, 2025

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52

COPC

JANUARY 9, 2024

The requirements for obtaining COPC certification involve thoroughly evaluating the organization’s processes and measuring performance against the COPC CX Standard’s best practices and guidelines. 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

AWS Machine Learning

AUGUST 26, 2024

From the period of September 2023 to March 2024, sellers leveraging GenAI Account Summaries saw a 4.9% Built on AWS with asynchronous processing, the solution incorporates multiple quality assurance measures and is continually refined through a comprehensive feedback loop, all while maintaining stringent security and privacy standards.

Sales 123

Sales Multi-Channel Metrics Feedback 123

DCX

DECEMBER 15, 2024

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Chatbots 52

Chatbots Video Tips Customer Centricity 52

DCX

JULY 9, 2024

Customer Effort Engineering Move beyond measuring customer effort to actively engineering experiences that reduce cognitive load at every touchpoint. Experience Congruence Scoring Develop a metric that measures how well each touchpoint aligns with your overall brand promise and customer expectations. Are things improving?

Strategy 52

Strategy Effort Score e-support Self Service 52

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. It provides solutions for measuring and enhancing employee engagement, satisfaction, and organizational culture. You’re looking for the best employee experience tools to gather this priceless feedback.

Tools 52

Tools Feedback Analysis Survey 52