Experience Investigators by 360Connext

JULY 17, 2024

The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly. Our product roadmaps are based on what our customers want, and they’ll get it…in six to eighteen months, maybe. And they thought – hey, we know our customers! They love us. No worries here.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Russel Lolacher

JANUARY 16, 2023

Connect with, and learn more about, Esther on her platforms: . Why the roadmap for racial healing is an emotional one, not intellectual. Her autobiography Can I Be Me and her latest Emotional Justice, A Roadmap for Racial Healing. And that identity creates an emotional connection to power that actually centers dominion.

Roadmap 98

Roadmap Culture Policies Connections 98

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Listen and subscribe to our podcast: Problem Solving Through Connection. Testing Promising Opportunities.

Roadmap 78

Roadmap Groups Travel Consulting 78

DCX

DECEMBER 24, 2024

We also dug into what truly connects us to the people we serve. This positively impacted how I approached conversations and built connections with my colleagues and clients.” If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Dive into the latest edition now!

Course 52

Course Social Media Roadmap Leadership 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. This is why we have to continually connect to the business why.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

DCX

JANUARY 7, 2025

Connect the dots: Show how happy customers stick around longer, spend more, and tell their friends. Here’s how to fix that: Break down silos: Connect your systems so data flows seamlessly. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Want to keep their attention?

Customer Experience 52

Customer Experience Leadership Effort Score Metrics 52

Kustomer

FEBRUARY 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. Problem Solving Through Connection. The first step to 90 day success is to build a connection through asking questions.

Roadmap 64

Roadmap Tips Travel Groups 64

DCX

DECEMBER 1, 2024

What’s one way you’re breaking the mold to create lasting connections? This week’s links dive into how authenticity, connection, and long-term thinking can transform CX. From creating genuine spaces to adopting a long-term mindset, the common thread in all these stories is connection. Stop the Madness.

Fashion 52

Fashion Culture Trends Connections 52

DCX

DECEMBER 29, 2024

Sometimes, the biggest breakthroughs come not from adding more but from questioning the basics—how we measure success, connect with customers, and design experiences. 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. Listen more.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

NOVEMBER 10, 2024

Let’s dig in and see where we can focus less on the flash and more on what really matters: clarity, ease, and connection. If you’re serious about getting everyone on the same page, this is your roadmap! Create a seamless journey where every interaction feels connected, not fragmented. Bring Back the Buttons!

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

JANUARY 12, 2025

See how mission-driven leadership is fueling growth by connecting teams with purpose and turning digital transformation into lasting impact. INFP’s mind-blowing tech turns static images into lifelike avatars that connect with customers in a whole new way. Think leadership is just about numbers? And the future of virtual agents?

Virtual Agent 52

Virtual Agent Chatbots Retail Leadership 52

DCX

DECEMBER 22, 2024

It’s about shaking things up, asking better questions, and connecting with people in ways that actually make their lives easier (and maybe even a little more delightful). Bain highlights how AI-driven targeting leaves old-school demographics in the dust, letting brands connect with customers on a much deeper level.

Retail 52

Retail Self Service Tips Customer Centricity 52

DCX

JANUARY 5, 2025

This positively impacted how I approached conversations and built connections with my colleagues and clients.” If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. The best part is connecting with awesome, like-minded people—just like you! Are they proud?

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52

DCX

NOVEMBER 24, 2024

Why Human Connection Still Wins Dame Karen Jones knows a thing or two about hospitality and insists that nothing beats a real human connection. Takeaways for CX Pros Use Tech Wisely: Automation should free up your team to do what they do best—connect with customers. Balance It Out: Customers want fast answers and empathy.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

West Monroe

JANUARY 29, 2024

Uninterrupted grid edge connectivity is essential for distribution utilities driving toward a future where efficient, secure, and reliable field area network (FAN) operation is not just preferable but required. Public carrier coverage limitations may not enable all critical devices to connect via the PVNO model.

Connections 52

Connections Roadmap Wireless Financial 52

Customer Bliss

MAY 5, 2015

Engage leaders to connect with customers by personally calling them. Connect experience to ROI by showing a simple metric of the growth or loss of your customer base. Inhibitor 6: Not Having Clear Communication to the Organization that Walks People Constantly through the Roadmap, and Actions, and Behaviors to Model .

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

Thematic

MAY 22, 2019

And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. I really liked the way Andrew Million from ThyssenKrupp Elevator put it: “We get to connect the dots into one bigger picture”. Turn the CFO into your biggest ally.

Exercises 97

Exercises ROI Conference Video 97

DCX

FEBRUARY 2, 2025

How It Works: Tap, Not Track: Shoppers log into the CVS Health app, connect to the store’s Wi-Fi, enable Bluetooth, and—if they’re part of the CVS loyalty program—unlock cabinets with a tap. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. But honestly?

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

DCX

DECEMBER 31, 2024

To get leadership on board, you need to connect the dots between your work and the company’s bottom line. There’s no context, no clear problem, and no emotional connection. Show the Impact Now, connect the dots to business results. The best part is connecting with awesome, like-minded people—just like you!

ROI 52

ROI Self Service Leadership Metrics 52

Customer Bliss

AUGUST 3, 2018

There’s a human at the end of all of the decisions and interactions we’re making, and though we have tools to help us, it’s still the human element and thoughtfulness that helps us connect to our customers and provide a worthwhile experience. Social media has ushered in urgency. Focus more on your own people and teams.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Maru Group

APRIL 17, 2023

By Todd Trautz and Brent Snider Maru/Matchbox | April 2023 Do you know how your consumers emotionally connect to your brand? How do consumers emotionally connect and feel about the brand (Emotional equity). Emotional equity is not only how close a consumer feels to a brand or how intensely they feel but why and how they connect.

Measurement 74

Measurement Exercises Roadmap Consumers 74

DCX

JANUARY 19, 2025

Whether it’s leveraging AI to predict needs, fostering curiosity to uncover hidden insights, or putting people first to create meaningful connections, the key to success is being deliberate about how you show up for customers. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Travel 52

Travel Customer Centricity Culture Brands 52

Avaya

AUGUST 2, 2017

In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place. A digital roadmap must be created with an inherent understanding of customer, revenue, technical, people, processes and operational drivers. We’re here to help.

Roadmap 63

Roadmap eBook Exercises Strategy 63

DCX

NOVEMBER 26, 2024

Now imagine this: your internet slows down during a Zoom meeting, but before you can panic, an AI agent spots the issue, reroutes your connection, and sends you a quick notification: “We noticed a slowdown in your service and fixed it. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Customer Service 52

Customer Service e-support Customer Centricity Sales 52

DCX

JANUARY 14, 2025

That means you can focus on the big stuff—like strategy, creativity, and building real connections with customers. AI is great for scaling tasks, but it can’t replace the way humans build trust and connect. Customers crave connection, and you’re the one who can make it happen. That’s your edge.

Customer Experience 52

Customer Experience Social Media Chatbots Customer Journeys 52

DCX

NOVEMBER 17, 2024

This week, we’re zooming out to look at how CX connects to something greater—creating real, lasting impact. If you’re serious about getting everyone on the same page, this is your roadmap! 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

Help Scout

APRIL 27, 2021

Measuring both CSAT and customer happiness is valuable, though — ultimately — it’s all about making an emotional connection with your customers. They are usually willing to inform your product roadmap by giving you useful insights into how they use or what they want to see in your product. Happy customers buy more from your company.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

Chadwick Martin Bailey

APRIL 17, 2020

An article from Bain speaks to this very well: Decide where to be bold and build a roadmap to get there. At CMB, we apply a Design Thinking framework to innovation, with #3 being the collaborative ideation: Related to our February blog on empathy, it’s important to stay connected to your customer.

Innovation 64

Innovation Roadmap Exercises Consumers 64

SuiteCX

NOVEMBER 3, 2015

ng a top CX Program Yields Real Business Results Thought Leadership Comfortable customers already in a relationship want you to remember them and communicate with them with relevance, using that knowledge.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

DCX

JANUARY 28, 2025

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. The best part is connecting with awesome, like-minded people—just like you! But honestly? Just want to say hi?

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

DCX

JANUARY 21, 2025

If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. The best part is connecting with awesome, like-minded people—just like you! I’d love to connect, share ideas, or even swap success stories. But honestly? Just want to say hi? Seriously, don’t be shy.

How To 52

How To Effort Score Self Service Leadership 52

Experience Investigators by 360Connext

JULY 24, 2019

Old systems don’t connect the data between customer and experience. And if we ask these routine followers to add something like journey mapping exercises or responding to customer feedback there might just be a mutiny. ” in the planning stages or roadmap will lead to better outcomes for your customers.

Customer Journeys 110

Customer Journeys Culture Customer Centricity CRM 110

ECXO

DECEMBER 26, 2023

But if you’ve ever fallen asleep over a boring textbook, or fast-forwarded through a tedious e-learning exercise, you know that creating a great learning experience is harder than it seems. The goal is for you to begin developing your roadmap by the time you finish reading this book.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Thematic

DECEMBER 28, 2022

If your product is an exercise tracking app, and you have a high volume of responses for the base theme 'GPS' with negative sentiment, you'll want to investigate further to find out what common issues users are experiencing with GPS. Melodics is an app that teaches you to play MIDI keyboards, pad controllers and drums.

Analytics 71

Analytics Software Feedback Management 71

ChurnZero

SEPTEMBER 25, 2020

To regulate your customer feedback flow and better prioritize your roadmap, you first need to quantify feedback urgency (and the cost of delaying it). When you look at your entire roadmap from ideation to go-to-market, there are opportunities to involve Customer Success in every single step. Put on Your Product Hat.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Kitewheel

MAY 18, 2021

Then, turn journey mapping from a static exercise to a roadmap for action. The problem with these traditional approaches is that they’re hard for marketers to get value from, as many of the necessary pieces are missing or not connected properly. Turn Journey Mapping Into A Roadmap For Action.

Customer Journeys 52

Customer Journeys Customer Experience How To Roadmap 52

West Monroe

NOVEMBER 2, 2022

Selling to acquirers remains a difficult exercise in the current economic client—between the steady march of Federal Reserve rate hikes, rising inflation, and more challenging private credit market, the last few months have been anything but easy. Build a realistic roadmap. Consider how data ties to your roadmap.

Roadmap 52

Roadmap Innovation Financial Exercises 52