CX Accelerator

JUNE 8, 2020

Listening to call recordings is time-consuming work. When frontline employees navigate difficult customer issues, their engagement will increase when they see leadership addressing some of the problems they share. Present your product roadmap and get valuable customer input. I found this to be a gold mine.”. Make no mistake.

Survey 345

Survey Social Media Contact Center Call Recording 345

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. Monthly presentations for leadership , highlighting CX-driven improvements and business impact. Step 3: Building Long-Term CX Roadmaps CX isnt a one-time project, its an ongoing strategy.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. As a consumer, I was forced to change the way I interact with businesses.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. Supervisors also provide a connection between organizational leadership and frontline agents, ensuring that high-level goals translate into action.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

AUGUST 16, 2024

As the number of consumers making their purchases online has grown exponentially in recent years, it is no surprise that over 80% of marketing leaders have chosen to invest their resources in digital channels. You may be changing your business model to accommodate to an increasing number of online consumers, or launching new digital products.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Purposeful Leadership: Leaders operate consistently with a clear set of values. It is trusted by 92% of consumers. ” – Shep Hyken.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. This buzz, of course, is driven by a groundswell of consumer digital adoption and, by extension, disruption, during the pandemic. Choose the Right Leadership. not cutting into the consumer experience).

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values.

NPS 195

NPS Customer Centricity Automotive Culture 195

Thematic

MARCH 20, 2025

In fact, 70% of consumers notice a clear gap between companies that use AI effectively in customer service and those that don’t. Who needs access to insights—product teams, marketing, customer service, leadership? Encourage leadership teams to use customer feedback when setting strategies. Set measurable goals.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

InMoment XI

SEPTEMBER 3, 2024

Product Development and Feedback Organizations can gather valuable feedback on existing products and services, providing insights that can inform product roadmaps and future development. This process can help identify emerging trends, consumer preferences, and unmet needs that can guide the product development process.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Thematic

MARCH 30, 2025

In today’s competitive landscape, ignoring this step can be costly—nearly 49% of consumers have left a brand they were loyal to in the past year due to poor customer experiences​ Put simply: customers want to be heard and they want proof that their feedback matters. Companies that don’t close the loop see a 2.1%

Feedback 62

Feedback Roadmap Effort Score NPS 62

ShepHyken

DECEMBER 18, 2020

As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. In the months that followed, I worked with leadership teams that were leveraging technology to drive connections with their employees and customers. What a year 2020 has been!

Leadership 77

Leadership Customer Experience Consulting Roadmap 77

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. As a consumer, I was forced to change the way I interact with businesses.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Lumoa

JANUARY 23, 2018

Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? So, there is a problem.

Analytics 285

Analytics NPS Financial Analysis 285

InMoment XI

JUNE 5, 2024

Market Intelligence Our platform supports ad-hoc research, brand awareness studies, and industry trend analysis, helping businesses stay ahead of market changes and consumer expectations. Our roadmap includes significant advancements in AI and NLP, particularly enhancing feedback solicitation and data integration.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Centercode

SEPTEMBER 1, 2020

As a producer of consumer electronics, Caavo was acutely aware of how much integration mattered. The leadership team created a beta testing program to solve that problem. The target market insights they’re collecting with Centercode enables them to validate research and guide their roadmap.

ROI 98

ROI Case Study Roadmap Study 98

Talkdesk

NOVEMBER 13, 2020

However, as I look toward the end of what has undoubtedly been one of the hardest years of our lives, it’s gratitude that now consumes my thoughts. . I miss being huddled in a conference room whiteboarding product roadmaps in the early evening. In 2021, Talkdesk will celebrate its 10-year anniversary.

Contact Center 111

Contact Center Roadmap Leadership Conference 111

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Purposeful Leadership: Leaders operate consistently with a clear set of values. Consumers are asking for personalized experiences.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Customer Bliss

APRIL 11, 2018

In today’s episode, I revisit conversations with two customer experience leaders in healthcare, Geeta Wilson , VP of Consumer Experience – Enterprise Transformation at Humana , and Jackie McAtee , who at the time, was vice president of marketing and customer experience for Mayfair Medical Imaging. Create a 90-day roadmap.

Customer Experience 135

Customer Experience How To Healthcare Hospitality 135

CX Accelerator

JUNE 8, 2020

Listening to call recordings is time-consuming work. When frontline employees navigate difficult customer issues, their engagement will increase when they see leadership addressing some of the problems they share. Present your product roadmap and get valuable customer input. I found this to be a gold mine.”. Make no mistake.

Survey 182

Survey Social Media Contact Center Call Recording 182

Michelli Experience

JULY 25, 2017

Neil notes, “ A recent survey of 3,000 consumers by the Institute of Customer Service (ICS) reveals that staff attitude and staff incompetence are rated the ‘most annoying or frustrating’ service problem, while ‘people-related issues’ account for a whopping 62% of all complaints.”. Key Leadership Behaviors.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Your team must be skilled in market research and analysis, be the voice of your consumers, and be the driving force behind change and the elimination of pain points.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Customer Bliss

AUGUST 23, 2018

5 Steps to CX Management in the First 3 Months of Your Leadership Role. Anand talked to people on the team and communicated what he already knew from the consumer insights to gain a deeper understanding of what they meant, from the teams who handled that specific work. How did he spend the first 3 months in this position?

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Customer Bliss

AUGUST 22, 2018

Good customer service and experience can be that key differentiator between a consumer picking one brand over the other. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. Do you have a roadmap for CX? Practice capacity management.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

rethinkCX

FEBRUARY 24, 2025

Fractional CX refers to outsourcing customer experience leadership or expertise on a part-time or project basis. A 2024 survey found that 73% of consumers expect personalized experiences, and businesses that fail to adapt risk losing loyalty. So, what is fractional CX, and why might it be the key to your customer experience strategy?

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score e-support 52

Thematic

MARCH 30, 2025

Consider this: 70% of consumers say they can tell which companies use AI effectively—and which ones don’t. With four very different customer groups—shoppers, consumers, retailers, and advertisers—they were overwhelmed by fragmented feedback. Take Instacart.

Customer Insights 62

Customer Insights Data Analytics How To 62

Totango

AUGUST 13, 2024

But let’s face it: managing renewals can be a time-consuming process – and if you’re relying solely on account executives (AEs) to handle all renewals, then you could be missing out on opportunities to generate new business growth. However, it’s important to realize that leadership alignment, while crucial, isn’t enough by itself.

Customer Success 101

Customer Success Management Customers Roadmap 101

DCX

JANUARY 5, 2025

Source Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. McKinsey nails it in this McKinsey on Consumer and Retail podcast: the best luxury brands focus on emotions, not just transactions.

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52

Customer Bliss

AUGUST 22, 2018

Good customer service and experience can be that key differentiator between a consumer picking one brand over the other. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. Do you have a roadmap for CX? Practice capacity management.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

SuiteCX

MARCH 31, 2015

It should include the following main areas of focus:   Defining the holistic governance process This is the key in enabling monitoring and reconciliation all of the incoming CEM data from all of its sources and consumers that are presented in a map.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

CSM Magazine

NOVEMBER 25, 2019

However, without a defined strategy and optimized implementation, bots can lead to frustration for customers, agents and leadership. Then create an ongoing roadmap for adding functionality to your bot, adding answers to more and more questions as they become relevant for your business. Create seamless transitions.

Chatbots 87

Chatbots Strategy Customer Experience Roadmap 87

TechSee

FEBRUARY 9, 2021

The epic question faced by IT leadership everywhere. If your employees find the technology cumbersome or time-consuming, they will not be quick to adopt it. It also includes a long-term roadmap that takes into account market/customer needs, so work is planned efficiently. Build vs. Buy. Integrations.

Self Service 109

Self Service CRM Case Study Technology 109

Thematic

JANUARY 21, 2025

Text analytics organizes this messy feedback into actionable insights, providing a roadmap for better decisions. HR teams review surveys and exit interviews to find recurring themes, like concerns about leadership or workload. Consumer brands analyze forums and product reviews to spot emerging trends.

Analytics 62

Analytics Data Social Media Analysis 62

Thematic

MARCH 20, 2025

In the case of Melodics , a music-learning platform, AI-powered text analytics analyzed customer feedback, helping the company refine its product roadmap. It helps product teams prioritize improvements by highlighting the most common concerns.

Analytics 62

Analytics Customer Service Analysis e-support 62

AWS Machine Learning

AUGUST 20, 2024

Amazon SageMaker Data Wrangler provides a visual interface to streamline and accelerate data preparation for machine learning (ML), which is often the most time-consuming and tedious task in ML projects. Charles works in the Amazon SageMaker service team where he brings research and voice of the customer to inform the service roadmap.

Data 113

Data Roadmap Examples System 113

AWS Machine Learning

SEPTEMBER 1, 2023

ML operationalization summary As defined in the post MLOps foundation roadmap for enterprises with Amazon SageMaker , ML and operations (MLOps) is the combination of people, processes, and technology to productionize machine learning (ML) solutions efficiently. They orchestrate the deployment of the model as a service for use by consumers.

Effort Score 127

Effort Score Training Roadmap Travel 127

ChurnZero

DECEMBER 19, 2024

A custom dashboard for adoption scorecards , shared across NinjaCats leadership and CSM teams for a unified view of adoption metrics. A custom table to track adoption scorecards with detailed fields. A custom table of Success Plans , enabling alignment on key objectives. Account Insights for individual adoption tracking.

Customer Success 52

Customer Success Meeting Self Service ROI 52