Totango

FEBRUARY 25, 2022

In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution. In case you missed it, Ravit Danino, our SVP of Product presented our Roadmap to Customer Success and what’s coming for 2022.

Roadmap 101

Roadmap Innovation Customer Success Tools 101

InMoment XI

AUGUST 3, 2022

Employees are invaluable for creating the human connections that reinforce brand loyalty, which helps your organization stay at or reach the top of your vertical! Sure, happy customers help a strong bottom line, but passionate, bold, and invested employees are what encourage those customers to keep doing so.

Employee Experience 418

Employee Experience Brands Roadmap Culture 418

ShepHyken

DECEMBER 4, 2020

Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. Similarly, when we talk about the danger of creating the wrong overall experience, we are talking about experiences that are not connected. What is a Customer Experience Roadmap?

Roadmap 113

Roadmap Customer Experience Airlines How To 113

InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. InMoment offers an all-in-one customer experience platform that collects and connects data from various channels across the customer journey. Investing in robust CX software can simplify these activities.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Experience Investigators by 360Connext

JANUARY 5, 2022

You worked hand in hand with the product team on their future roadmap to better align with customer needs and share with them the results of their hard work. You helped other leaders communicate how their team goals were connected to CX success. . Leaders started seeing how their goals were supported by a stronger customer experience.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Customer Bliss

SEPTEMBER 19, 2017

Year 1: Internally, all departments had to understand what CX meant and how it connected to their work. Here are the five stages they use, journey mapping wise: Year-by-year… Normally my guests have been in the role 2-3 years, but Libby has been around longer, so I wanted to take a longer-term framework in speaking with her.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

eglobalis

SEPTEMBER 19, 2024

When employees are connected to the broader vision, they are more likely to invest emotionally in both the company’s success and the customer experience. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 296

Customer Experience Leadership Innovation Roadmap 296

InMoment XI

APRIL 26, 2022

If you’re still concerned about how best to connect to audiences you haven’t consistently talked to before, this is the section for you. However, intelligence and roadmaps are only half the battle; taking action is imperative to actually making your experiences more inclusive. Key 2: Engage All Audiences.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

InMoment XI

NOVEMBER 22, 2024

It works by collecting and connecting VoC data from everywhere so you don’t miss out on critical insights regarding customer behavior. InMoment helps you break free of silos by connecting experience data with CRM systems, ticketing platforms, or project management tools.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

ECXO

MARCH 21, 2023

In the end, everything is connected. Develop a detailed and realistic CX roadmap: Create a detailed roadmap outlining the steps that need to be taken to achieve your CX objectives, and assign responsibility for each action item. Map out the journey: Develop a roadmap for advancing employee experience maturity over time.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

CSM Magazine

OCTOBER 24, 2024

In 2025, a third (33%) of UK retailers polled said they would expand AI use roadmaps to enhance customers’ post-purchase experience in response to the rising issue of ‘where is my order’ (WISMO) enquiries. A total of 211 responses were recorded across all 6 surveys. Scurri is an Irish company, which has raised €15.3

Ecommerce 52

Ecommerce Roadmap Retail Chatbots 52

ECXO

MARCH 6, 2025

Some organizations create a detailed CX roadmap that estimates improvements in metrics like net retention rate, customer lifetime value, or average deal size as experience enhancements roll out. This group regularly reviews progress on the CX roadmap, monitors key metrics, and helps resolve any interdepartmental issues.

B2B 339

B2B Customer Journeys How To Effort Score 339

Kustomer

AUGUST 12, 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 98

Roadmap Tips Travel Groups 98

AWS Machine Learning

JUNE 24, 2022

Internet connection is not allowed because the ML pipeline has access to production data in the data lake (read-only). With the MLOps maturity model, we can define a clear architecture design and delivery roadmap. Personas, operations, and technology summary. The following diagram summarizes those categories.

Roadmap 107

Roadmap Training Data Government 107

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

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy. I’d also love to hear your experiences on this subject.

Feedback 511

Feedback ROI Innovation B2B 511

Calabrio

MARCH 22, 2025

Supervisors also provide a connection between organizational leadership and frontline agents, ensuring that high-level goals translate into action. Intelligent routing tools go beyond simple call distribution, leveraging sophisticated algorithms and data analysis to connect customers with the most appropriate agent or resource.

Contact Center 130

Contact Center Management Strategy Call Center 130

GetFeedback

DECEMBER 21, 2018

31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( Or maybe customers are asking for a service that’s already on the roadmap. ( New Voice Media ). 42% of respondents have left a business due to poor customer service. ( Genesys ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Stay connected, stay social.

Brands 221

Brands Social Media Roadmap Contact Center 221

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. Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences?

Policies 200

Policies Roadmap Culture Leadership 200

CX Journey

JUNE 13, 2018

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap. I enjoyed my conversation with Dan.

Strategy 144

Strategy Roadmap Employee Experience Customer Experience 144

Storyminers

AUGUST 28, 2017

Digital engagement ideas and tools allow Clorox to connect with customers in fresh and personalized ways. At Clorox , Doug Milliken shares that their focus is on extending the product experience beyond the walls of the store and beyond interactions with the product itself. Change is harder in this industry than many others.

Brands 350

Brands Healthcare Roadmap Exercises 350

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 443

Customer Journeys Culture Leadership Effort Score 443

Forrester's Customer Insights

NOVEMBER 23, 2023

Use Forrester’s Assessment To Develop Your Journey-Centric Transformation Roadmap Journey centricity requires a change in operating model, moving six operational levers in concert, through three phases of transformation: activate, connect, and extend. CX leaders must steer their firms to: Transform through […]

Roadmap 58

Roadmap Connections Customer Centricity Customer Experience 58

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

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 feedback dashboards. And they thought – hey, we know our customers!

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Stay connected, stay social.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. Personalization fosters stronger connections with customers and increases their likelihood of returning. What Deliverables and Roadmap Should Marketers Expect? How AI is Transforming CDPs Download Now>> 1.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Retently

NOVEMBER 27, 2024

Platforms like Instagram, TikTok, and Facebook have blurred the lines between scrolling and shopping, creating huge opportunities for brands to connect directly with consumers. 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

OCTOBER 1, 2019

This mentions another of the reasons it is important to go beyond what customer's expect today - the emotional connection. If you’re doing both of those things–and obviously those things are incredibly connected because one leads to the other—then you have a good year.". For me, it’s about products and people.

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

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

InMoment XI

MAY 3, 2024

Foot Locker’s CX programme is not just about collecting data; it’s about making meaningful connections and driving actionable insights across departments. FLX Membership Programme Data: Analysis of member behaviour and preferences to enhance loyalty programme offerings.

Retail 195

Retail Return on Investment ROI Analysis 195

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Helping to roadmap the releases means Support can identify and handle minor bugs, and also to communicate the correct issues to customers or engineers.”. When talking to customers I could show them the value of Kayako.

Self Service 178

Self Service Customer Service Roadmap Customers 178

CX Accelerator

JULY 1, 2020

One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. Define your digital roadmap, including expectations, roles and responsibilities, and timing. Two specific examples come to mind. Consider the current customer experience and how transforming will improve it.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

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