CSM Magazine

NOVEMBER 21, 2024

a leading global CX (customer experience) technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital , announced today that TTEC Digital has been recognized as a Major Contender in the 2024 Everest Group PEAK Matrix ® Assessment for Digital Transformation Services for Mid-market Enterprises. .

Case Study 52

Case Study Roadmap Innovation Contact Center 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Gather Data and Insights To support the business case, gather relevant data and insights that demonstrate the impact of CX on the identified business outcomes. Use real-life examples and case studies to illustrate the potential benefits of CX efforts. Determine what a specific measurable outcome would look like. Stories can.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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. It was easy to dream about changing a company’s culture and influencing employee engagement. So, building trust with the team, became the first pillar of my customer experience roadmap.

Roadmap 121

Roadmap Sales Airlines Case Study 121

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

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. Mistake #1: You’re not using in-app engagements. In-app engagements cut through the noise and are incredibly useful for delivering the right information at the right time.

Case Study 89

Case Study Roadmap Study Feedback 89

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

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Is it climbing, stable, or slipping?

Report 90

Report How To Effort Score NPS 90

Aveus

MAY 18, 2021

At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. Additional support focuses on implementation of recommended changes, helping the client develop a culture change plan and operational roadmap. By Medecision.

Consumers 130

Consumers Healthcare Metrics Case Study 130

Thematic

MARCH 30, 2025

Re-engage before they churn. In the case of LendingTree , the company analyzed over 20,000 customer comments in just 90 days using Thematic. By identifying this behavior and quantifying its impact, they adjusted communication strategies and immediately improved their NPS and lead engagement. Remove obstacles. Simplify the flow.

Customer Insights 62

Customer Insights Data Analytics How To 62

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

If you’re new to the topic, customer journey maps visualize the paths customers take to engage with your organization. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Teams often start with a general journey map that shows how customers typically engage with them.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

BirdEye

MARCH 6, 2025

By focusing on local listings, engaging with customers, and maintaining a consistent brand presence. Think of this as your roadmap to winning over potential customers. Do you know how? If your brand also feels invisible, keep reading.

Tips 85

Tips Tools Social Media Multi-Channel 85

DCX

DECEMBER 29, 2024

Are you making it engaging or just dumping numbers on them? 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.

NPS 52

NPS Gamification Effort Score Customer Centricity 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

Customer Bliss

MARCH 1, 2019

In this discussion, Thales also shares several case studies that demonstrate how startup companies are disrupting incumbent businesses. We chat through some of the concepts in Thales’ newly released book, Unlocking the Customer Value Chain , which is a roadmap to understanding how and where digital disruption takes place.

Customer Journeys 147

Customer Journeys Consumers Healthcare Case Study 147

SurveyGizmo

JUNE 9, 2020

Our new Sales Motion Optimizer Solution delivers a hyper-personalized sales experience that fully engages prospects. A recently published profile of SurveyGizmo by IDC, a leading technology analyst firm, highlights how our platform addresses the “pain points brands face in gathering, analyzing, and operationalizing customer engagement data.”

Case Study 80

Case Study Roadmap Course Survey 80

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. evaluate each step as either A) engaging, or B) not engaging. Most people(.) Ty Magnin, Appcues' Blog.

How To 81

How To Roadmap Case Study Tips 81

Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. Engaging Testers. Increasing Efficiency.

eBook 75

eBook Case Study ROI Roadmap 75

NobelBiz

FEBRUARY 6, 2024

This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Integrity Solutions

JUNE 10, 2024

In an age of chatbots and artificial intelligence, engagement with customers is more important than ever. Both of these customers need a salesperson who can engage in a high-quality, human-to-human conversation with them, and you can’t do this by reciting a script. Generic product information is easy to find.

Sales 107

Sales Customers Training Case Study 107

TechSee

FEBRUARY 9, 2021

It also includes a long-term roadmap that takes into account market/customer needs, so work is planned efficiently. Ongoing support of a remote visual assistance solution involves making sure devices, operating systems, and browsers are tested and upgraded periodically.

Self Service 109

Self Service CRM Case Study Technology 109

Comm100

SEPTEMBER 22, 2016

The second edition, updated with case studies and additional resources, will show you how to be, “persuasive, not abrasive.” Designer and consultant, Matt Watkinson, will teach you how to make changes and improvements to your customers’ experience through his casual and engaging writing style. Loyalty 3.0:

Customer Service 100

Customer Service Case Study Gamification Culture 100

Gainsight

MARCH 18, 2021

Using a product roadmap tool , PMM and CS teams can securely keep key users aware of upcoming product changes before they’re released. To maintain an active, engaged, and happy user base, it’s imperative to manage this change by properly introducing product changes. There are simply too many different customer types and corner cases.

Customer Success 93

Customer Success Touchpoint Case Study Roadmap 93

delighted

DECEMBER 7, 2021

In this post, we’ll define what product-led growth is, investigate its evolution, and illustrate its benefits with real-life case studies. However, it may take some front-loaded effort to revisit your product roadmap to prioritize product-led growth. Product-led growth case studies. What is product-led growth?

Case Study 79

Case Study B2B Self Service Software 79

DCX

JANUARY 19, 2025

If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Their employees take a moment to engage with customers, turning quick stops into loyalty-building moments. Source Related: Paytronix Case Study Thank you! I hope you found value in this week’s links.

Travel 52

Travel Customer Centricity Culture Brands 52

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. He helps companies increase revenue growth by enhancing customer experience and improving employee engagement.

Net Promoter Score 62

Net Promoter Score NPS Case Study Roadmap 62

Thematic

MARCH 26, 2025

The feedback comes from an engaged or relevant source Feedback from paying customers, repeat users, or high-value clients carries more weight than random, unverified opinions. The feedback is provided in a moment of genuine engagement Timely feedback is more accurate, allowing businesses to act before issues escalate.

Feedback 62

Feedback Social Media Analysis Survey 62

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. We also engaged in a great Q& session with Jackie that we wanted to re-share with you. Q&A Recap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

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.

Customer Experience 52

Customer Experience Roadmap Case Study Loyalty 52

Circular Edge

JUNE 17, 2020

Here’s part two, where I’m highlighting how CE supports our customers , the JDE community and Quest in showcasing digital success including case studies , product & service innovations, unique giveaways made by companies running JDE , Covid-19 Bingo Fundraiser and more that made this virtual JDE Week experience great!

Resources 52

Resources Case Study Study Conference 52

InteractionMetrics

FEBRUARY 20, 2025

The result is a clear roadmap to improvement for your company. This strengthens loyalty and keeps your best customers engaged, which leads to better NPS scores. This not only boosts customer satisfaction but also enhances employee morale and engagement. Dig Deeper into Your Scores Your NPS is an outcome, not an isolated metric.

NPS 52

NPS Net Promoter Score Strategy How To 52

AWS Machine Learning

AUGUST 26, 2024

Prospecting, opportunity progression, and customer engagement present exciting opportunities to utilize generative AI, using historical data, to drive efficiency and effectiveness. In this first post, we explore Account Summaries, one of our initial production use cases built on Amazon Bedrock. The impact goes beyond just efficiency.

Sales 122

Sales Multi-Channel Metrics Feedback 122

CX Journey

AUGUST 11, 2016

In my mind, a customer experience centre can have all three of these frameworks actively working together synergistically, and, when done right, the outcome should be an engaged team and happy customers. BM : It sounds like you’d need a very engaged workforce to make this work successfully. OM : Absolutely.

Groups 0

Groups System Case Study Roadmap 0

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. Share your vision and roadmap. The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. This isn’t merely a theory. You have to meet them. Talk to them.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

DCX

SEPTEMBER 29, 2024

Case studies: Eclipse (TV company): Used a digital twin to personalize content delivery, resulting in a 30% increase in click-through rates and 21% increase in website engagement. If you’re serious about getting everyone on the same page, this is your roadmap!

e-support 86

e-support Customer Centricity Apparel Leadership 86

ClientSuccess

MARCH 28, 2023

If a customer aims to attain a specific adoption percentage, every stage of the customer journey should emphasize adoption and engagement on the platform. Often, SaaS vendors’ strategic roadmaps tend to shift and change based on enterprise accounts’ requirements.

Company 52

Company Management Case Study Customer Journeys 52

ClientSuccess

SEPTEMBER 8, 2020

If a customer is looking to achieve a specific adoption percentage, every stage of the customer journey should highlight adoption and engagement on the platform. Many times, SaaS vendor’s strategic roadmap tends to shift and change based on the requirements of enterprise accounts.

Customer Journeys 52

Customer Journeys Management eBook Case Study 52

ChurnZero

FEBRUARY 26, 2021

But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Set crystal-clear rules of engagement between Sales and Customer Success.

Customer Success 59

Customer Success Company Management Roadmap 59