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. Look for these exciting features and more in 2022: Campaign engagement reporting. In-App messaging.

Roadmap 101

Roadmap Innovation Customer Success Tools 101

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Customers are vouching for brands that empower their agents and treat employees better. In this role, Alan leads IDC's Customer Experience research program as well as supporting IDC's Chief Marketing Officer research efforts. Register Now.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

Comm100

FEBRUARY 12, 2025

We regularly schedule onsite visits to clients across the globe to go over new features, strategize, and build roadmaps for long-term success. Conclusion At Comm100, we dont just deliver software; we partner with organizations to fuel growth, innovation, and exceptional customer experiences.

Connections 130

Connections Roadmap Chatbots Trends 130

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. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

JANUARY 5, 2022

You showed your sales leaders how their numbers were directly tied to a stronger customer experience for all customers. 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.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Experience Investigators by 360Connext

JUNE 22, 2021

If you don’t know who this group is, here are a few ways to identify these customers: Evaluate renewal data and investigate the customer journey for those who didn’t renew. Did they seek support at similar times or stop engaging with the product or relationship manager? Review milestones along the customer journey.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. These metrics should align with business goals and customer behavior patterns.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

ChurnZero

AUGUST 18, 2020

Yet, despite this new mutual-success dependency, many businesses still rely on traditional customer engagement approaches. Whitehead shows us how to use this modern framework to: Engage your customers with confidence and get them to take actions that drive growth. We wish this was on your roadmap, and it’s not.

Meeting 98

Meeting Customer Engagement Engagement Customer Success 98

InMoment XI

NOVEMBER 30, 2023

These tools are essential for understanding how your customers are talking about your brand. Engage with Your Audience: Build strong relationships with your audience through active engagement. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction.

Brands 284

Brands Management Multi-Channel Social Media 284

ChurnZero

MARCH 7, 2025

Additionally, 60% have solved a problem through a digital community, and 78% have engaged directly with brands at least once per quarter. For B2B SaaS companies, a strong community is a key component to building great customer relationships. How to build and grow a digital customer community. 2: Lightweight community software.

How To 52

How To Roadmap Self Service Gamification 52

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Regularly analyze and adapt your strategies to stay ahead of the competition and meet evolving customer expectations. Ecommerce success isn’t static.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Kapta Customer Success

NOVEMBER 15, 2021

Key account management can be an overwhelming idea. Oftentimes, it sounds like a great option for organizations, but they don’t know where to begin with implementing this new process.

Roadmap 52

Roadmap Customer Engagement Engagement Customers 52

Gainsight

JANUARY 10, 2025

Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. AI: From Experimentation to Essential For years, AI in Customer Success was experimental. Gainsight customer Launch Potato , for example, saved 25% of their CSMs time with AI.

Trends 52

Trends Report Self Service B2B 52

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

SurveyGizmo

DECEMBER 21, 2022

Instead, let’s cut right to the chase: Retargeting the right customers at the right time and in the right place is the ultimate key to driving mobile customer engagement. Now, it might sound like common sense to say, “just retarget your customers to boost engagement,” but let’s break down what this actually means.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

BirdEye

MARCH 6, 2025

By focusing on local listings, engaging with customers, and maintaining a consistent brand presence. Think of this as your roadmap to winning over potential customers. Do you know how? If your brand also feels invisible, keep reading.

Tips 85

Tips Tools Social Media Multi-Channel 85

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. However, not every visual engagement provider offers the ideal solutions to your needs. However, not every visual engagement provider offers the ideal solutions to your needs. End-User Adoption.

Engagement 109

Engagement Self Service Video Culture 109

Kapta Customer Success

OCTOBER 16, 2023

Do you have a roadmap for Key Account Management excellence? Without a roadmap, you risk getting lost or making a wrong turn. You can’t determine where you are starting, where you are going, and what to do next.

Roadmap 59

Roadmap Management Customer Success Customer Engagement 59

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. More measurement supports strategy.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

Kustomer

JUNE 11, 2020

New York, NY – June 11, 2020 — Kustomer , the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, announces today that it has been named in Gartner’s Magic Quadrant for the CRM Customer Engagement Center (CEC) report, published on June 4, 2020 by the research and advisory firm.

CRM 52

CRM Customer Engagement Engagement Self Service 52

ijgolding

APRIL 19, 2017

Last month I shared 6 key questions related to the importance of engaging your people in improvement activity. Engaging your people in playing a key role in improving the customer experience is one thing, but what if customer experience is not actually a key element of the business strategy in the first place?

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

CSM Magazine

NOVEMBER 21, 2024

a leading global CX (customer experience) technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital , announced today that TTEC Digital has been recognized as a Major Contender in the 2024 Everest Group PEAK Matrix ® Assessment for Digital Transformation Services for Mid-market Enterprises. .

Case Study 52

Case Study Roadmap Innovation Contact Center 52

Gainsight

OCTOBER 15, 2024

At Pulse Europe 2024 , happening on November 13–14, we’ll embrace this change together as a community dedicated to shaping the future of Customer Success. We’ll explore how tools like Staircase AI are redefining the way we engage with our customers, providing real-time insights and enabling proactive strategies.

Customer Success 52

Customer Success Conference Sports Roadmap 52

GetFeedback

JUNE 3, 2019

Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. But only if you use them correctly.

Customer Satisfaction 170

Customer Satisfaction Survey Trends Effort Score 170

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

Report 90

Report How To Effort Score NPS 90

Lumoa

AUGUST 23, 2021

Think about the verbiage your customers are using and the topics they’re discussing. Then, seek out opportunities to start conversations with your customers via comments, DMs, polls, surveys, and other engagement features on social media.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Bold360

APRIL 6, 2021

“Enterprises now want to move in faster development cycles and gain quick wins for their customer engagement,” says Horstock. They want to see how initiatives develop, how their customers respond, and then keep developing the initiative based on that customer feedback. Engagement That’s Scalable and Flexible.

Roadmap 52

Roadmap Self Service Chatbots Telecommunications 52

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

Lithium

SEPTEMBER 6, 2019

Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. The Community Roundtable’s State of Community Management 2019 found that 70% of programs do not even have an approved roadmap and 76% cannot measure their strategy.

Customer Engagement 40

Customer Engagement Engagement Roadmap Connections 40

Gainsight

OCTOBER 22, 2024

Let’s start with the benefits for our customers and learners… Benefits to the Customer: A Connected Learning Experience: From in-product guides to on-demand training, everything our customers need to maximize product value is available in one place, whenever they need it. So, what’s the moral of the story?

Self Service 52

Self Service Course Sports Roadmap 52

Thematic

FEBRUARY 24, 2025

After implementing improvements, menu update times dropped from 11 seconds to under 3 seconds, significantly improving satisfaction​ By leveraging real-time Voice of Customer feedback, businesses can detect issues early, optimize customer experience, and prevent churn.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Bold360

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. .

Self Service 98

Self Service Strategy Multi-Channel How To 98

Michelli Experience

JULY 25, 2017

In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. In the case of Mercedes-Benz leadership, that vision was shared both through words and in the form of a visual roadmap. Trust, Engagement, and You.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Gainsight

OCTOBER 22, 2024

Let’s start with the benefits for our customers and learners… Benefits to the Customer: A Connected Learning Experience: From in-product guides to on-demand training, everything our customers need to maximize product value is available in one place, whenever they need it. So, what’s the moral of the story?

Self Service 52

Self Service Course Sports Roadmap 52

Kayako

FEBRUARY 13, 2019

Do your processes work for 40 customers? What happens to your business when you begin to experience true hypergrowth and you have 40,000 customers to engage? Help the CMO grow their sphere of influence while growing engagement and growth by leveraging marketing expertise – it’s a win-win! Think Scale. How about 400?

Customer Success 136

Customer Success Strategy Chief Customer Officer NPS 136

CustomerSuccessBox

AUGUST 31, 2021

In a SaaS, measuring customer engagement allow you to get a comprehensive look at how your customer feels about your product. Most importantly, It also tells the likelihood of the customer turning into a long-term user. This is where a SaaS Customer Engagement model as an organizational process comes into the picture.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Success 59

Education Services Group

APRIL 25, 2021

Or, you might be squarely in the Operationalize phase but still have to work to do on your customer segmentation or engagement models. As a Customer Success leader, you’re probably working on all of these capabilities all of the time. CS Roadmap. I could write an entire white paper on Customer Success monetization.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91