ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here are the book links.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Thematic

MARCH 20, 2025

And take note: companies that use AI-driven text analytics are already seeing the benefits—early adopters of AI in CX are 128% more likely to report high ROI from their AI tools. Optimize product roadmaps: Prioritizing high-impact updates based on projected user preferences. So let’s break it down.

Analytics 62

Analytics Social Media Banking Analysis 62

Thematic

FEBRUARY 19, 2025

Look for solutions are lower-cost with faster ROI. Thematic: Lower upfront investment and maintenance costs, along with a faster ROI makes it a budget-friendly solution. ROI considerations: Faster time-to-market for product improvements. This helps them quickly identify product issues, adjust messaging, and optimize offerings.

How To 62

How To Self Service Analysis Analytics 62

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. Many SaaS companies, for instance, have a live roadmap on their website or in their community.

Feedback 62

Feedback Roadmap Effort Score NPS 62

ECXO

APRIL 26, 2023

This makes it easier to prove ROI. Co-operation with the CCO makes it easier to prove the business value (the ROI) of a CX improvement. This roadmap outlines the goals, objectives, and initiatives that will be undertaken to improve the customer experience through high-quality, purposeful design. But, there are common practices.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Thematic

JUNE 17, 2024

They shared actionable insights on maximizing the return on investment (ROI) of VOC, moving beyond surface-level metrics to create real business impact. Book free guided trial of Thematic 5. Quantify the ROI of VOC and demonstrate the value of CX to the broader organization. And as a customer experience leader today.

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

ECXO

DECEMBER 20, 2023

In the same year Jurassic Park arrived in our cinemas (1993), Don Peppers and Martha Rogers predicted in their great book, The One to One Future , the end of mass marketing and a shift to personalisation. This makes it easier to prove ROI. Leaders already report strong ROI. They’re not data points. It will only get better.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

DCX

JANUARY 7, 2025

Use it to: Cut through the noise and focus on what really matters to customers Link CX initiatives directly to business outcomes Get practical steps to increase leadership buy-in Turn customer feedback into actionable improvements Build a results-focused CX roadmap Take 30 minutes to complete this assessment. Dive into the latest edition now!

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Thematic

FEBRUARY 24, 2025

Book free guided trial of Thematic 6. Picture this: A leading travel company used Thematic Analysis AI to analyze customer feedback and booking patterns. This resulted in a significant increase in repeat bookings and improved customer satisfaction scores. How do businesses measure the ROI of customer experience improvements?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Michelli Experience

JULY 25, 2017

In the context of working with leaders at Mercedes-Benz and writing my book Driven to Delight – Delivering World Class Experience the Mercedes-Benz Way , I witnessed first-hand the trust-building power of crafting a vision for the desired future state. I suspect those trust levels are impacting customer engagement and your ROI.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Customer Bliss

AUGUST 3, 2018

Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, There are methods to prove the ROI of CX investments, find a method that works for your company. How Net Promoter Companies Thrive in a Customer-Driven World.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Alida

NOVEMBER 8, 2017

What’s on your roadmap for customer initiatives at Vision Critical? Which books or other resources (podcasts, conferences etc.) There are many but the most influential book I’ve ever read is Leadership and Self Deception by the Arbinger Institute. Finally, I’ve read all of Jack Welch’s books.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

InMoment XI

APRIL 3, 2024

Each of these advantages leads to and reinforces the same outcome: Increased revenue and improved ROI on customer-facing initiatives. The guest visits the hotel’s mobile website or app to book a room. After booking, the guest receives a confirmation email or message with all the details of their reservation.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Amity

NOVEMBER 6, 2017

Tease Them With Your Product Roadmap. If your customers care about your product, they’ll be curious about new features, and they’ll want to be in the know about long-term product roadmaps. If trying to book a meeting, be specific with your language and minimize how much work the recipient is expected to do.

How To 81

How To Roadmap Case Study Tips 81

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

West Monroe

JULY 24, 2023

One of the models that we have in my book (Farther, Faster, and Far Less Drama: How to Reduce Stress and Make Extraordinary Progress Wherever You Lead) is that making progress is about getting from point A to point B. But even if you have a roadmap, it doesn't help if everyone's starting from a different place, right?

B2C 98

B2C Innovation Healthcare Industry 98

Amity

OCTOBER 3, 2016

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. They demand to see measurable business results and clear ROI from their investment in technology. Regardless of how big the book of business, each customer will require individual attention.

ROI 76

ROI System Roadmap Measurement 76

Gainsight

MARCH 21, 2019

We think about it like this: On the two-by-two, the x-axis is outcomes, or you could call it ROI or business value realization—is the customer achieving their desired outcome with your product or service? And we never want to be in the bottom right—no ROI and they don’t like you. Define ROI goals. Meet those goals.

ROI 78

ROI Return on Investment Customers Customer Success 78

DCX

JANUARY 28, 2025

Highlight their potential benefits and ROI." By refining these prompts with actionable details and clear objectives, you’ll get sharper insights and a roadmap to bridge the gap between customer expectations and your current CX offerings. Prompt 4: "What tools or technologies could improve alignment with customer expectations?

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

ClearAction

APRIL 17, 2019

to-1 ratio,” reports the book Firms of Endearment 2. The book authors identified FoEs by asking people which companies they like most: Amazon, BMW, Caterpillar, Google, Harley Davidson, IDEO, IKEA, JetBlue, Johnson & Johnson, LL Bean, REI, Trader Joe’s, UPS and others were identified. The public FoEs returned 1,026% for investors.

Management 69

Management Customer Experience Management ROI Financial 69

CustomerSuccessBox

SEPTEMBER 4, 2019

The key to success here is to take a leaf out of Marie Kondo’s book and organize! The Product team to know the product roadmap and also to give feedback about the product if you have got any from the customers. You also decide on the metric for success so that you can quantify the ROI of the project further down the line.

How To 78

How To Roadmap Customer Success Training 78

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Innovative CX

JUNE 22, 2021

All the journey mapping, webinars, ROI discussions, surveys and strategies won’t instantaneously create a better experience for your customers. In a few sentences, I’ve given you the CX strategy for your organization and a roadmap to achieve it. No books to buy. I’m beginning to think I know why. So, there it is. No consultants.

Customer Experience 69

Customer Experience Chatbots Conference Customer Journeys 69

Gainsight

OCTOBER 30, 2018

Focus on clearly demonstrating the ROI that your service has delivered and you can avoid significant losses when it comes time for renewals. #2: Obtaining funding from venture capital (VC) firms is part of the roadmap for a lot of SaaS companies. 2: Churn is scaring away investors. They’re heeeeee-re.

ROI 61

ROI Customer Retention Social Media Roadmap 61

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Gainsight

MAY 13, 2020

Most strive for it, build roadmaps around it, and even sell it to prospective buyers. . One, we love our customers and dedicate a large percentage of our roadmap towards helping them achieve more with Gainsight. ROI achievement with respect to desired business outcomes will be available throughout the customer lifecycle.

Roadmap 59

Roadmap Innovation Customer Journeys Analysis 59

Playvox

AUGUST 8, 2022

These four themes provide a solid roadmap for successful retention: 1. Addressing technology gaps has a direct, positive impact on the agent experience in addition to providing a greater ROI for the organization. You could have a virtual book group. Technology. To address this potential crisis, schedule time for team building.

Contact Center 78

Contact Center How To Leadership Trends 78

ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda.

Customer Success 59

Customer Success Company Management Roadmap 59

Thematic

MARCH 27, 2023

Thirdly, you need to have a strategy in place to be able to uncover opportunities, act on them, and showcase ROI to your stakeholders. Once you’ve embedded an Insights to Action framework in your organisation, you can start demonstrating ROI for your CX initiatives, enabling greater buy-in from your leadership team and C-Suite.

Tips 71

Tips Customer Centricity Feedback Social Media 71

NetBase

AUGUST 16, 2019

At the InterContinental in downtown LA in time to catch our keynote speaker: Carlos Gil, Author and Social Media Strategist will be sharing insights from his book – The End of Marketing: Humanizing Your Brand in the Age of Social Media and AI. A Roadmap to Meaningful Content. Where will you be on October 22 nd and 23 rd 2019 ?

Social Media 62

Social Media Conference Analytics Multi-Channel 62

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. As you begin to orchestrate your improvements, keep coming back to your roadmap and the North Star that guides it. Renewing your CX vows begins with the basics. Who wins with great CX?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Amity

JULY 10, 2017

They talk about what they did, what usage and support cases trends they see or what the product roadmap is - instead of having an exchange or interaction, otherwise known as a conversation. And finally… They Don’t Book the Next QBR. What is the easiest time to get on everyone’s calendar for the next business review?

Self Service 63

Self Service Metrics Roadmap ROI 63

Confirmit

MAY 29, 2019

In travel and hospitality, vacations are increasingly being booked online or via mobile apps. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul Quinn, Sr.

Consumers 40

Consumers Hospitality Roadmap Travel 40

Alida

SEPTEMBER 22, 2016

Look forward to reading his book! Steve McSpiritt, market research specialist at Barnes & Noble College , and Amy Moore, strategic insights data manager at Kelley Blue Book, shared how research has evolved from a cost center to a revenue generator. Get more ROI out of your content. VCSummit pic.twitter.com/PM0FwWaBm0.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Confirmit

MAY 16, 2019

In travel and hospitality, vacations are increasingly being booked online or via mobile apps. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation. Paul Quinn, Sr.

Consumers 40

Consumers Hospitality Roadmap Travel 40

NetBase

OCTOBER 29, 2018

Fully Understand Social Conversations and Drive Your Business with Demonstrable ROI. Dhara Naik , Social Media Strategy Lead, AbelsonTaylor shared 8 simple rules for showing ROI through social listening and driving business results. The NetBase Roadmap – Skating to Where the Puck Is. And secrets revealed on Day 1….

Brands 60

Brands Social Media Analytics Conference 60

Amity

MAY 6, 2014

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. They demand to see measurable business results and clear ROI from their investment in technology. Regardless of how big the book of business, each customer will require individual attention.

ROI 48

ROI Customer Success System Roadmap 48