Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement.

Contact Center 130

Contact Center Management Strategy Call Center 130

BlueOcean

MARCH 24, 2025

With contact center technologies fast evolving, up-to-date IT infrastructure has become a basic requirement for efficient customer support. Establish Reporting & Analytics Expectations Reporting and analytics are essential for creating a culture of continual improvement. Pro tip: Set aside a section for tech requirements.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

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. Wrong Technology. When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI.

Roadmap 112

Roadmap Customer Experience Airlines How To 112

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We highlight: Features we added in 2020. The new features we're adding this year. Facebook: [link]. ? ? ?.

Roadmap 108

Roadmap Management CEM Software 108

CX Centric

FEBRUARY 11, 2021

Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. We have a nice roadmap, we are generally delivering against the roadmap, life is good. The second culture that many leaders mention today is a ‘collaborative culture’.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

InMoment XI

AUGUST 2, 2023

We learnt that there are multiple approaches to achieving success and that the true differentiators between leading and lagging companies are culture, capability, and execution. Companies that prioritise their customers and build a culture around their needs, tend to thrive and outperform their competitors and grow ahead of the market.

NPS 195

NPS Customer Centricity Automotive Culture 195

Win the Customer

JANUARY 2, 2025

Gone are the days when a basic understanding of technology sufficed. 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.

Management 59

Management Return on Investment Roadmap Metrics 59

InMoment XI

AUGUST 16, 2024

A digital adoption strategy is a structured plan designed to ensure that new technologies, software, or digital processes are effectively implemented and fully utilized within an organization. This includes helping employees, stakeholders, or customers learn and integrate the technology into their daily workflows.

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. Both groups of technologies can be utilized to make analytics more actionable. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 98

Roadmap Tips Travel Groups 98

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

ECXO

MAY 11, 2023

This understanding will help you identify gaps and opportunities for improvement and develop a roadmap for transformation. The model assesses a company’s maturity in six key areas: customer understanding, measurement, governance, strategy, design, and culture. Where should you do next? They are not profit-centred.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. The problem with celebrating hustle culture. Her autobiography Can I Be Me and her latest Emotional Justice, A Roadmap for Racial Healing. Connect with, and learn more about, Esther on her platforms: . Everyone has a role and work to do in racial healing.

Roadmap 98

Roadmap Culture Policies Connections 98

AskNicely

APRIL 4, 2018

Fleetio is tasked with modernizing, simplifying, and improving these fleet management processes with SaaS technology, which is no easy feat. To learn more about how Fleetio used AskNicely to drive a customer-obsessed culture, read the full case study. Get the Case Study.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

ECXO

AUGUST 6, 2024

The Impact of Culture and Society Cultural and societal influences play a significant role in shaping future-oriented thinking. Societies that emphasize individualism and future achievements, such as many Western cultures, encourage proactive future planning and goal setting.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

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. Martin reveals the secrets to structuring a successful CX team with a 90-day roadmap. Slow Down for Success.

Roadmap 78

Roadmap Groups Travel Consulting 78

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

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. A positive internal culture translates into positive external perceptions. A talented and knowledgeable team contributes to a positive workplace culture, which, in turn, enhances your brand’s overall reputation.

Brands 284

Brands Management Multi-Channel Social Media 284

CX Journey

NOVEMBER 6, 2014

Cultural Considerations Q. What cultural faux pas do we need to avoid? What VoC / CX technology and tools does your team own? Tools of the VoC / CX trade vary but can include technology to facilitate database management, data analysis, survey design and deployment, web programming, and Mar Comm tools.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

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

UJET

JANUARY 22, 2020

Darcey joins UJET with a long and prestigious track record of success across both software and hardware technologies including Markforged , Cisco Meraki, and Bank of America. Immersing myself in local cuisines and cultures and enjoying everything from street food vendors up to fine dining establishments. Customer support.

Culture 112

Culture Roadmap Travel Banking 112

West Monroe

JUNE 30, 2024

Now armed with both quantitative and qualitative benchmarks, the next pivotal phase begins: prioritizing and crafting a comprehensive finance transformation roadmap. Visualizing this matrix—typically done in an Impact vs. Urgency format—provides a clear roadmap for prioritizing initiatives.

Roadmap 52

Roadmap Government Resources Financial 52

ECXO

NOVEMBER 16, 2023

Pioneers understand they can create competitive advantage over traditional firms by utilising the technology to serve customers with a better value proposition – at scale. Any technology that makes CX poorer has no place on the roadmap. AI is top of mind for all leaders, including you and I. There’s so much to think about here.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

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. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Investigators by 360Connext

JUNE 22, 2021

Use that information to inform your roadmap for improvements. One technology provider sent an email to former customers who had requested a certain feature once the feature was rolled out. The best brands never shrug this off as insignificant. . Seek feedback when a customer leaves.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Lumoa

JANUARY 23, 2018

Machine learning technologies can detect the degree of sentiment as well: if someone hates your product, the negative sentiment is stronger than if he just dislikes it. Empowerment requires shared understanding of the issues, common targets to solve them and company culture that encourages people to act – also across organizational silos.

Analytics 285

Analytics NPS Financial Analysis 285

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. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 64

Roadmap Tips Travel Groups 64

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 128

Roadmap Competitive Advantage Innovation Self Service 128

Think Customers

JUNE 29, 2022

Many companies are struggling to sustain growth and momentum without a clear customer and employee roadmap. From online deliveries to online banking, brands rushed to provide digital options that were adopted even by technology-averse consumers. Virtual employees go the distance to cultivate culture.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

Lumoa

AUGUST 23, 2021

Changes in behaviors As customer expectations continue to rise, CX leaders have needed to make integrated technologies a priority because seemingly the switch is here to stay for the long-term. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Furthermore, insufficient investment in CX technology and resources can impede progress.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

ECXO

APRIL 26, 2023

This roadmap outlines the goals, objectives, and initiatives that will be undertaken to improve the customer experience through high-quality, purposeful design. Every element needs to line up to deliver the plan – your culture, people, products, services, capabilities, processes and technology. But, there are common practices.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

West Monroe

JULY 21, 2024

There’s no question that Generative AI (GenAI) is a game-changing technology. As business and technology leaders, we must ask ourselves: What’s the game we’re playing, and what’s our strategy to win? The question is: Do you understand the game you’re playing well enough to change it?

Government 52

Government Technology Guidelines ROI 52

Customer Bliss

MAY 4, 2017

Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. The culture/communication part of CX is often left on the table: Don’t let this happen. In our conversation we discuss how specifically one goes about improving business to business customer experience. Dashboards!

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

TechSee

AUGUST 31, 2022

While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. Consider your team culture and their technology stack. The barrier between buying great technology and making a real impact is the adoption and deployment of that technology. Internal Adoption. End-User Adoption.

Engagement 109

Engagement Self Service Video Culture 109

DCX

JANUARY 19, 2025

From Delta’s seamless travel concierge to Dutch Bros’ culture of care, these stories remind us that great CX doesn’t just happen—it’s designed. Unlocking accessibility at scale: Speechmatics' technology isn't just a win for convenience—it’s a win for inclusivity.

Travel 52

Travel Customer Centricity Culture Brands 52