Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Sales Customer Centricity Return on Investment 81

eglobalis

OCTOBER 1, 2024

One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

Customer Journeys 446

Customer Journeys Culture Leadership Effort Score 446

Experience Investigators by 360Connext

MARCH 19, 2024

As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.

Policies 200

Policies Roadmap Culture Leadership 200

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

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

Retently

NOVEMBER 27, 2024

According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. It’s like a roadmap that shows where things are working – and where they’re not. Here are the most powerful approaches: 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

C3Centricity

JANUARY 13, 2021

The article shows you how to connect with your customers and gather their information. It also has some tips on how to build a good relationship with them and respectfully let them leave if they no longer want to connect with you. Getting to Yes: A 7-step Roadmap to Successful Project Management.

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

Experience Investigators by 360Connext

DECEMBER 1, 2020

My client had just returned from a presentation to her executive committee. Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Experience Investigators by 360Connext

OCTOBER 17, 2023

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. And that’s where it gets tricky. Executives want to see a clear link between CX initiatives and financial goals.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? 3-Phase Customer Success Product Roadmap Strategy.

Roadmap 59

Roadmap Customer Success Customer Centricity Feedback 59

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. People want to feel more connected. People are seeking a more balanced, healthy lifestyle.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Thematic

MARCH 30, 2025

Simply put, closing the customer feedback loop means communicating with customers about their feedback —meaning you connect with them about what they said and what you did in response, rather than just sending a generic “Thank you for your feedback” email. In fact, 41% say brand loyalty is tied to an emotional connection.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Kayako

OCTOBER 16, 2017

Retention is not just about preventing customer churn, it’s also a chance to connect the value customers receive from your product with additional revenue for your company. Incorporating customer feedback into your product roadmap reduces this risk. Goal: Increase retention to boost net recurring revenue.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

Experience Investigators by 360Connext

JULY 17, 2024

My client had just returned from a presentation to her executive committee. Our product roadmaps are based on what our customers want, and they’ll get it…in six to eighteen months, maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. They love us. No worries here.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

ChurnZero

MARCH 7, 2025

At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. A community is a collection of people with a common interest who gather in a virtual or in-person space to connect, share, learn, collaborate, and grow.

How To 52

How To Roadmap Self Service Gamification 52

C3Centricity

NOVEMBER 4, 2019

This can be at the beginning and end of presentations, in your office reception, in the lifts or anywhere many employees spend time. Make use of call centers, in-store promotions and merchandisers to talk to your customers, as well as to the employees who connect with them.

Customer Centricity 179

Customer Centricity Brands Advertising Consumers 179

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. Calabrio’s new blog series explores the rise of the Connected Enterprise.

Connections 64

Connections e-support Social Media Roadmap 64

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. The best reports dont just show data they help teams connect the dots between whats happening and why. Focus on Trends : Dont just present numbers highlight whats changed and why it matters.

Report 90

Report How To Effort Score NPS 90

DCX

JANUARY 7, 2025

Shiny ideas look great in a presentation, but do they actually fix anything for your customers? 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. To make internal politics easier?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

ShepHyken

JANUARY 22, 2019

The Interview with Mark Samuel: Mark’s book, B STATE: A New Roadmap for Bold Leadership, Brave Culture, and Breakthrough Results , details a paradigm shift that will lead individuals and companies to success. There needs to be a level of human connection and concern in every interaction, and this begins internally in all organizations.

Roadmap 96

Roadmap Exceptional Customer Service Culture Leadership 96

AWS Machine Learning

FEBRUARY 28, 2025

By connecting Amazon Q Business with Smartsheet, business users, customer solutions managers, product managers and others can gain deeper understanding into their work by asking natural language questions. Which projects are currently behind schedule in the Q3 roadmap? Whats the due date for the customer research presentation?

Resources 63

Resources Report Data Innovation 63

Customer Bliss

AUGUST 23, 2018

He had to think about how his team was currently serving him and what would be beneficial moving forward: Look at your roadmap and see who’s needed to execute what. By looking at the customer roadmap, Anand was able to better determine who could help him deliver on the work that needed to be done. Recruit deliberately.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Retently

SEPTEMBER 3, 2024

In this article, we’re pulling back the curtain to show you how we leverage our own product to improve and stay connected with our clients. PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. That’s where our NPS recurring survey comes in.

B2B 152

B2B NPS Effort Score Survey 152

InMoment XI

OCTOBER 3, 2024

Personalization helps create a deeper connection with customers by showing that your organization cares about their individual needs and preferences. This makes customers feel more connected to your organization. When presenting plans or strategies, be sure to ask for their feedback and consider it when finalizing your proposed plans.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. Adopting Spotlight translates into not just collecting feedback but transforming it into a strategic roadmap for business success.

Analysis 195

Analysis Social Media Analytics Loyalty 195

Customer Bliss

NOVEMBER 15, 2018

2 – Connect ROI to Growth. Samantha presented her findings to the CEO and executive team through a visual deck, in a way she knew her audience would be receptive to. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do. It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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

Thematic

NOVEMBER 18, 2024

It enables you to connect with customers on a deeper level than ever before, and discover what they truly like and dislike about your brand. Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions.

Analysis 62

Analysis How To Multi-Channel Social Media 62

Interactions

OCTOBER 29, 2024

Many companies are approaching Gen AI cautiously, embarking on use cases that are employee-facing or employee-vetted, rather than presenting generated content directly to customers. Integration extends the value of your use cases, such as by connecting Gen AI capabilities with your contact center platform, CRM, or analytics/BI tools.

Contact Center 62

Contact Center Self Service Social Media Analytics 62

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

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. This shift means they don’t just collect more feedback; they build a system that connects feedback directly to decision-making across teams. The real challenge is integrating it. Look at the case of Art.com.

Customer Insights 62

Customer Insights Data Analytics How To 62

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. I wish that I’d had my CFO lead the analysis instead of trying to present it to them.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

DCX

OCTOBER 27, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! It’s a solid reminder: seeing the journey firsthand beats any slideshow presentation. This means less time digging for info and more time actually connecting with customers. Your move: How can you apply this to your team?

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

Aveus

MAY 18, 2021

Customer experience investments can improve Stars performance and health plan economics, but they also present a way to improve the member experience of a complex and often frustrating healthcare system at a time when healthcare has never mattered more.”.

Consumers 130

Consumers Healthcare Metrics Case Study 130

GetFeedback

JULY 29, 2019

Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback. The second traceability concern is connecting the feedback to the actions you plan to take.

Survey 150

Survey Feedback How To Net Promoter Score 150

InMoment XI

OCTOBER 24, 2023

InMoment champions the cause of empathetic listening, and with speech analytics, every conversation becomes a bridge to deeper understanding and connection. The right tools not only capture and analyze data but present it in a manner that’s intuitive and actionable. What Are Predictive Analytics?

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

GetFeedback

NOVEMBER 18, 2019

Before you analyze your feedback, you’ve got to develop your analysis plan, which is a roadmap for how to analyze your data–and probably more importantly–why you’re analyzing it. . Think about the types of analysis you’ll need to conduct to tease out the story from the data, how you want to prepare it, and how you want to present it. .

Feedback 199

Feedback How To Analysis Survey 199