NICE inContact

DECEMBER 17, 2018

Our CXone roadmap will help you set the pace with your customer experience. And the beauty of a true cloud-native platform is customers always, automatically have access to our latest innovations. Download the full Gartner Magic Quadrant report. Download all 3 reports. [i] We’re a leader in 3 of 3!

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

TechSee

FEBRUARY 14, 2025

As businesses face increasingly complex support requirements and growing customer expectations, vision-powered agentic AI offers a scalable, efficient solution that transforms customer service operations.

Customer Experience 109

Customer Experience Chatbots Roadmap ROI 109

InMoment XI

JANUARY 2, 2023

” The specific, contextual feedback that users provide in a PSAT survey helps to prioritize a roadmap of product improvements. What Is Customer Effort Score? Customer Effort Score (CES) surveys ask the customer “How much effort did you have to expend to handle your request?” Download eBook.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

DCX

OCTOBER 13, 2024

AI-driven capabilities: AI unlocks the potential for true personalization by processing massive amounts of data and predicting customer needs. The big picture: As customer expectations rise, businesses that fail to deliver personalization risk losing out.

Video 52

Video Customer Centricity Roadmap Course 52

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. The result?

Customer Insights 62

Customer Insights Data Analytics How To 62

CX Accelerator

JUNE 19, 2018

55% of Customers would pay more for a better customer experience * *“50 Important CX Stats to Know,” Defaqto Research, July 19, 2017 CX Professionals know that designing an exceptional and memorable customer experience is very important. Customers want to feel a connection with and a belonging to a brand.

Customer Experience 159

Customer Experience Customer Journeys Groups Airlines 159

Thematic

FEBRUARY 24, 2025

Without an effective system for capturing and responding to feedback, businesses risk losing customers before they even have a chance to resolve their concerns. Customer reviews – Monitor online reviews to track trends in customer sentiment.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

DCX

NOVEMBER 10, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! Download the Free Guide Too Many Car Screens? Bring Back the Buttons!

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

JANUARY 28, 2025

And when there’s a gap between what you think they want and what they actually expect, that’s where dissatisfaction creeps in. The key is finding where your CX strategy and customer expectations don’t line up. Observe in Real-Time: If possible, watch customers interact with your tools or services.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

DCX

DECEMBER 29, 2024

For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. Why it matters for CX professionals Philosophy's emphasis on ethics, empathy, and critical thinking has direct applications in customer experience.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Customer Bliss

MARCH 1, 2019

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? He walks us through a new approach to customer journey mapping and diagnosing new consumer behaviors. Click here to download. Published by Currency, an imprint of Penguin Random House LLC.

Customer Journeys 147

Customer Journeys Consumers Healthcare Case Study 147

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. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. using a 0-10 scale.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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. By identifying which features customers repeatedly requested, they prioritized improvements that had the greatest impact on user satisfaction and retention.

Analytics 62

Analytics Customer Service Analysis e-support 62

DCX

FEBRUARY 2, 2025

Customers expect fast, seamless, and personalized interactions across all channels—and it’s up to you to deliver. Why this matters: Customers expect more: They want personalized, frictionless experiences on their terms. Competition is fierce: Brands investing in digital CX are pulling ahead.

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

Thematic

MARCH 26, 2025

Understand key NLP limitations and LLM advantages View real-world results of AI-driven text analytics Learn how self-learning AI eliminates manual updates Cut analysis time from weeks to minutes Download your free copy Stage 3. Customers get frustrated when they feel like they’re shouting into the void. Download Manuscript.

Feedback 62

Feedback Social Media Analysis Survey 62

DCX

NOVEMBER 24, 2024

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Customers expect experiences that feel like they’re tailored just for them.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

DCX

NOVEMBER 17, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! It’s a lesson you can use—especially in CX, where customer expectations evolve fast.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

ClearAction

FEBRUARY 13, 2023

In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. Leading customer experience excellence means driving a 1-to-1 ratio between what’s expected versus what’s experienced. As an excellent introduction to What is Customer Experience? ,

Sports 71

Sports Customer Experience Handbook Case Study 71

Feedbackly

JANUARY 13, 2023

This is where the customer journey comes in handy. What is customer journey? A customer journey , also known as the buyer’s journey, is a core element of any CX strategy. Call it the roadmap to understanding your customers! It gives you valuable insights into customer expectations, behavior, and preferences.

Customer Journeys 52

Customer Journeys Touchpoint Roadmap Customers 52

Thematic

MARCH 27, 2023

You follow up with customers after an unpleasant survey response You act on feedback relating to basic problems, e.g. an incorrect phone number on your website or a link that’s not working Most organisations are actually in this phase, even though they might consider themselves mature based on tenure. Tip #2: Get the foundations right.

Tips 71

Tips Customer Centricity Feedback Social Media 71

ViiBE Blog

AUGUST 18, 2021

A customer-centric strategy could be a great way to bring it back to basics. It is crucial to identify customer expectations and figure out how to exceed them to create a customer-centric business. Identifying customer expectations. There are several ways to identify your customer’s expectations.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

ViiBE Blog

OCTOBER 28, 2021

Digital aspects have taken a significant role in marketing and it is essential for a company to understand its customers better in order to provide them with the best possible experience. Together, these elements will enhance customers’ experiences while interacting with the brand or product. Download now 3.

Social Media 52

Social Media Roadmap e-support Video 52

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. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. using a 0-10 scale.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Centercode

NOVEMBER 20, 2019

Consumers expect their smart products to coexist effortlessly with their other devices — even as constant updates, iterations, and new products make their technological landscapes unimaginably diverse. Keep Learning Learn practical methods and strategies for aligning your customer testing efforts to agile development in Delta Testing 101.

Consumers 56

Consumers eBook Roadmap Retail 56

Lithium

JUNE 11, 2019

According to Twitter, customer service interactions on social platforms have risen 250% in the last two years. Are you meeting your customers expectations for great CX? These three pillars of great CX create a solid foundation that you can build upon immediately and use as a roadmap for the future. Download it here.

Brands 40

Brands Social Media Roadmap Trends 40

Lithium

JUNE 11, 2019

According to Twitter, customer service interactions on social platforms have risen 250% in the last two years. Are you meeting your customers expectations for great CX? These three pillars of great CX create a solid foundation that you can build upon immediately and use as a roadmap for the future. Download it here.

Brands 40

Brands Social Media Roadmap Trends 40

Lithium

JUNE 11, 2019

According to Twitter, customer service interactions on social platforms have risen 250% in the last two years. Are you meeting your customers expectations for great CX? These three pillars of great CX create a solid foundation that you can build upon immediately and use as a roadmap for the future. Download it here.

Brands 40

Brands Social Media Roadmap Trends 40

Lithium

DECEMBER 6, 2022

[Podcast] Customer Experience As a Two-Way Conversation In this episode, Nate Jaffee (nateprayt) , Head of Strategy at Praytell , talks to us about customer relationships, customer expectations, and overturning the belief that the customer is always right. Download the report today to get the full story.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Gainsight

SEPTEMBER 30, 2022

However, not all SaaS companies know how their business customers use their products, let alone how to increase engagement to make customers more successful. Aligning a product with customer expectations means digging deep into how customers use a product and then using that information to improve the customer experience.

e-support 52

e-support Roadmap Survey Financial 52

Oracle

JUNE 26, 2019

According to a study conducted by WB Research for the Future Trends in Field Services report (download required), 81% of industry executives believe smart connected devices will reshape the industry in the next 5 to 10 years. It is no secret that successful disruptors, at their core, have a maniacal focus on the customer.

Software 45

Software Roadmap Analytics Study 45

DCX

OCTOBER 13, 2024

AI-driven capabilities: AI unlocks the potential for true personalization by processing massive amounts of data and predicting customer needs. The big picture: As customer expectations rise, businesses that fail to deliver personalization risk losing out.

Video 52

Video Customer Centricity Roadmap Course 52

Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. The research service Apptopia released its list of most downloaded food apps 2022 and the results were telling. Adopt the mindset of prototypes over decks.

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Bold360

AUGUST 18, 2020

We’ve developed a Customer Engagement Maturity (CEM) model to help decision-makers evaluate their current maturity in customer engagement, identify their CEM gaps, and define a strategy for optimization. Supporting your customers means first supporting your people with training and enabling technologies.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

DCX

SEPTEMBER 15, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! UnF*cking CX is Zack Hamilton’s new no-nonsense take on the customer experience world.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen. If you’re serious about getting everyone on the same page, this is your roadmap! UnF*cking CX is Zack Hamilton’s new no-nonsense take on the customer experience world.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. The research service Apptopia released its list of most downloaded food apps 2022 and the results were telling. Adopt the mindset of prototypes over decks.

Roadmap 52

Roadmap Customer relationships Brands e-support 52