InMoment XI

AUGUST 25, 2023

InMoment’s Principal CX Strategist Jim Katzman and guest speaker from Forrester, Senior Analyst Colleen Fazio discuss decision-making in regards to CX program initiatives, finding the right program size, proving ROI in your CX program, and more. Let’s dive into what we covered on our webinar.

How To 195

How To ROI Net Promoter Score Measurement 195

Win the Customer

JANUARY 2, 2025

Identifying AI Opportunities: They must be able to identify potential applications of AI within the product roadmap to enhance CX, such as improving customer segmentation, personalizing product recommendations, and optimizing customer support workflows. Embracing Experimentation: A culture of experimentation is crucial.

Management 59

Management Return on Investment Roadmap Metrics 59

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. He knew their culture, desires, background, and tastes.

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

C3Centricity

DECEMBER 31, 2018

And it involves a culture change to move the organisation in this direction. If this is your situation, just follow the detailed steps of this post and you will soon be doubling, quadrupling, if not 10x the ROI of your data! In its simplest form a customer first strategy is about thinking customer first in everything you do.

Brands 293

Brands Strategy Customer Journeys Infographics 293

GetFeedback

JANUARY 27, 2020

Evolve company culture and boost employee morale. . While these vary from company to company, there are five typical areas where VoC programs face challenges along the way: Culture: Companies that are not customer-centric, or don’t put the customer first, are often reluctant to invest in VoC programs.

How To 221

How To Customer Journeys Feedback Survey 221

InMoment XI

AUGUST 16, 2024

The strategy can help bridge gaps between different organizational cultures, technology stacks, and ways of working, leading to a smoother integration. A strategy focused on training, support, and cultural shifts can reinvigorate interest and ensure that your investment yields better results.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

BlueOcean

MARCH 14, 2024

the next step is to collaborate on a roadmap moving forward. Read more here > Building the Contact Center SOW: The Framework for Success When you’ve made the big decision and decided on a contact center partner (congrats!), Or, in other words, build a robust Statement of Work (SOW). The Basics: Who, what, where, when.

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. Many SaaS companies, for instance, have a live roadmap on their website or in their community.

Feedback 62

Feedback Roadmap Effort Score NPS 62

CX Journey

NOVEMBER 6, 2014

Cultural Considerations Q. What cultural faux pas do we need to avoid? Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? Cultural Considerations Q. Take an honest look at your organization’s culture.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

ECXO

APRIL 26, 2023

This makes it easier to prove ROI. Co-operation with the CCO makes it easier to prove the business value (the ROI) of a CX improvement. This roadmap outlines the goals, objectives, and initiatives that will be undertaken to improve the customer experience through high-quality, purposeful design. But, there are common practices.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

BlueOcean

MARCH 14, 2024

the next step is to collaborate on a roadmap moving forward. Read more here > Building the Contact Center SOW: The Framework for Success When you’ve made the big decision and decided on a contact center partner (congrats!), Or, in other words, build a robust Statement of Work (SOW). The Basics: Who, what, where, when.

Contact Center 156

Contact Center Resources Hospitality Customer Care 156

Optimove

DECEMBER 18, 2024

This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market. Optimize Marketing with Data-Driven Insights European operators have honed the ability to collect, analyze, and act on player data, enabling them to craft hyper-targeted marketing campaigns that maximize engagement and ROI.

Gamification 64

Gamification Sports Loyalty Programs Omni-Channel 64

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence. What Came Of All This?

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

AWS Machine Learning

APRIL 22, 2024

This guide can be used as a roadmap for integrating generative AI effectively within sustainability strategies while ensuring alignment with organizational objectives. A roadmap to generative AI for sustainability In the sections that follow, we provide a roadmap for integrating generative AI into sustainability initiatives 1.

Roadmap 136

Roadmap Competitive Advantage Innovation Self Service 136

ECXO

DECEMBER 20, 2023

It’s impossible to personalise all the details about a person, to understand their personality, tastes, culture and preferences (even with partly understanding their preferences in their online behaviour and some shallow preferences), when you don’t know them. This makes it easier to prove ROI. It will only get better.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

DCX

JANUARY 7, 2025

Use it to: Cut through the noise and focus on what really matters to customers Link CX initiatives directly to business outcomes Get practical steps to increase leadership buy-in Turn customer feedback into actionable improvements Build a results-focused CX roadmap Take 30 minutes to complete this assessment.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Experience Investigators by 360Connext

AUGUST 22, 2023

That’s how customer experience becomes embedded in your company’s culture. Present your data in ways that speak to specific departments, and continually follow up to show them how they are driving noticeable improvements in the experience. An executive invested in the customer experience will inspire innovation and motivate their team.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. How can something like strong customer culture be quantified? Business Performance Leadership.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

InMoment XI

OCTOBER 24, 2023

By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. But with predictive analytics tools , businesses get a glimpse into the realm of possibilities.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

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. Part One introduces the new “3 Cs”, key trends associated with technology convergence, competition and culture change in a post-pandemic world.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Customer Bliss

MAY 5, 2015

If the outcome metrics are added too early, before the underlying processes, culture change, coaching and development are put into place – people WILL want to achieve great scores – but they will rely on involving the customer in helping them to achieve a better score. This work is not like a typical project.

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. 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.

Exercises 97

Exercises ROI Conference Video 97

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. From Discord servers to Facebook groups, these communities provide access to targeted opinions and help boost your brand culture. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback How To Social Media B2C 195

Thematic

FEBRUARY 24, 2025

Creating a Customer-Centric Culture To truly benefit from customer insights, companies must: Implement feedback loops that share insights across departments. Enhance Product Roadmap Validation , ensuring new features align with real customer needs rather than guesswork.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. How can something like strong customer culture be quantified? Business Performance Leadership.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

DCX

JANUARY 28, 2025

👇 Leave a comment NEW from DCX: Rally Every Department Around Customer Obsession Ready to cultivate a customer-obsessed culture? Prompt 4: "What cultural or organizational barriers are slowing CX improvements, such as silos or lack of accountability?" Highlight their potential benefits and ROI."

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

BirdEye

NOVEMBER 18, 2024

ROI measurement: Translate social engagement into concrete business metrics. Here’s your roadmap to successfully implementing AI in your social media strategy: 1. When evaluating costs, consider the time saved and potential ROI. Audience behavior analysis: Discover what triggers your audience to engage more.

Social Media 52

Social Media How To Guidelines Trends 52

CX University

NOVEMBER 7, 2023

Any learners who join the 90 Days Roadmap to CCXP program will be granted access without additional charge upon successfully passing the Customer Experience Specialist (CXS) certification exam. Course Availability Course is available for purchase as a stand-alone program or as an add-on the the CX500 Mastery Series.

Course 52

Course Roadmap Customer Experience Professionals ROI 52

InMoment XI

APRIL 3, 2024

Each of these advantages leads to and reinforces the same outcome: Increased revenue and improved ROI on customer-facing initiatives. Access Your Digital Experience Transformation Roadmap ebook and if you’re ready to take the digital experience further than ever before, book a demo with InMoment today! References Fullstory.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

SurveySensum

MARCH 12, 2025

With cross-tabulation, they can break down engagement, satisfaction, and workplace culture data by: Department: Identifying which teams struggle with morale or productivity. Turn Your Data into Dollars: SurveySensums Cross-Tab Analysis Drives ROI Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

Gainsight

APRIL 9, 2024

Our mission is to create a thriving culture of community within the technology space. If we truly want to build a culture of community and belonging, we need to be the same person at home as we are at work and with our customers. Deployment Engagement Adoption ROI Community engagement is a key part of the “E” portion of this framework.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

CX University

NOVEMBER 21, 2023

CX520 Mastery Series : for individual sale 90 Days Roadmap to CCXP : for individual sale CX720 Series: offered as an Enterprise Learning Solution For more information, please contact: Jeanne Kiralfy jkiralfy@cxuniversity.com CX University The post CX University Revamps its Course Content appeared first on CX University.

Course 52

Course Roadmap Conference ROI 52

ChurnZero

FEBRUARY 26, 2021

As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. Every company does things a little different – their values, culture, how they approach feedback and reviews.

Customer Success 59

Customer Success Company Management Roadmap 59

West Monroe

JULY 21, 2024

85% of current GenAI projects fail to make it past the proof-of-concept phase and therefore deliver no immediate and concrete ROI. While no team is expected to go undefeated—and there is true value in a fail-forward learning culture—this track record is more likely to drive a team to being relegated rather than elevated.

Government 52

Government Technology Guidelines ROI 52

Playvox

AUGUST 8, 2022

These include: Not wanting to return to a physical office, instead preferring remote work Limited opportunities for advancement or low visibility for them as individuals Higher pay at another company Poor management oversight or leadership practices Lack of skills needed to excel in the role Weak company culture Stress and burnout.

Contact Center 78

Contact Center How To Leadership Trends 78

Hero Digital

OCTOBER 16, 2018

Our CX Maturity Model is a framework that helps to assess your current organizational approach and provide an achievable roadmap for moving forward. At the organizational level, departments collaborate to execute against a defined CX roadmap, and plans exist for governance and training in personalization. Level 1: Developing.

Omni-Channel 41

Omni-Channel Customer Experience Multi-Channel Roadmap 41