ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. B2B customers will notice that commitment. chaired by the CX executive sponsor.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

FEBRUARY 3, 2025

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Reactive Sales Processes When it comes to sales processes, theres a clear divide between being proactive and reactive.

Sales 263

Sales Customer Experience e-support Examples 263

InMoment XI

AUGUST 17, 2023

Identify Pain Points: By listening to your customers’ experiences and collecting feedback at various touch points along the journey by utilising voice of the customer surveys , you can identify areas where your product falls short or where improvements can be made.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ECXO

MARCH 21, 2023

Overall, by placing an emphasis on design and incorporating it into all aspects of the organisation, businesses can create products and services that generate adoption and growth and provide a positive and more adoptable customer experience. Map out the journey: Develop a roadmap for advancing employee experience maturity over time.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

GetFeedback

DECEMBER 21, 2018

If you allow for open responses, customers can expand on their rating with specific pain points and suggestions that may give you a fresh perspective. Set and measure customer expectations. When customer expectations are set and met by your sales and service teams, customers are generally happy.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Win the Customer

DECEMBER 21, 2024

The modern customer expects personalized, seamless, and proactive experiences. As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

GetFeedback

SEPTEMBER 19, 2018

When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Is your product living up to customer expectations? Product feedback helps guide your roadmap and inform each release. Was it due to pricing or missing functionality? Lead Forms.

Survey 199

Survey Net Promoter Score Data Effort Score 199

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Challenges : Balancing internal resources with customer expectations is always a challenge. I’d also love to hear your experiences on this subject.

Feedback 511

Feedback ROI Innovation B2B 511

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

CSM Magazine

MARCH 3, 2021

Vivantio recently launched the Service Optimization Solution Webinar series with “ ITIL For Customer Service – It’s Not Just for IT Anymore. ” The webinar details how customer service teams can leverage the power of ITSM and ITIL to meet and exceed customer expectations while delivering a superior experience.

B2B 105

B2B Report Roadmap Competitive Advantage 105

Alida

DECEMBER 7, 2018

Yet, most companies are still failing to meet customer expectations and become more customer-centric. According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. View Infographic. The retail industry is only set to become more competitive.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

NICE inContact

SEPTEMBER 18, 2019

They are creating a strategic roadmap for acquiring and broadly deploying AI call center software. Understand your call center strategy How AI for call centers can transform that strategy How to devise a roadmap to take you from many questions to a focused plan. 98% agree that their contact center is key to creating customer loyalty.

Contact Center 136

Contact Center Chatbots Call Center Roadmap 136

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. Involve your product team or your customer experience team!

Feedback 62

Feedback Roadmap Effort Score NPS 62

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Every support staff member thinks engineers work at their own convenience, and every engineer thinks support can’t explain things properly to customers.

Self Service 178

Self Service Customer Service Roadmap Customers 178

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

Comm100

APRIL 17, 2018

Apptentive (a mobile app developer) recently conducted some studies on customer feedback that involved more than 1000 customers from the U.S. The studies found out that 51% of customers expected to be asked directly for feedback from the company. Craft Personal Emails.

Feedback 239

Feedback How To Roadmap Survey 239

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Changing Expectations. How can you turn your customers into promoters?

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

BlueOcean

AUGUST 30, 2018

The best contact center partner will already be implementing automation in their customer care solutions for support scenarios where it makes sense. The right partner understands exactly what clients’ customers expect from these digital tools. Getting Ahead of the Curve for the Future of Customer Service.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

GetFeedback

JULY 19, 2019

Listening to and analyzing customer feedback is crucial to ensure businesses meet or are able to exceed ever-growing customer expectations. Those expectations are high: More than three out of four customers expect companies to understand their needs and expectations. And, let’s be very clear.

Data 262

Data How To Social Media Effort Score 262

Calabrio

MARCH 22, 2025

By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success. This requires a holistic approach that integrates people, processes, and technology.

Contact Center 130

Contact Center Management Strategy Call Center 130

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Conclusion Totango Unison represents a significant leap in customer success and post-sales roles.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

C3Centricity

OCTOBER 1, 2019

"to be the Earth's most customer-centric company, where customers can find and discover anything they might want to buy online.". Although they don't specifically mention exceeding their customers' expectations, they are known for regularly giving extra in their customer service.

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

Uniphore

NOVEMBER 18, 2021

Improve product roadmaps:?Information Information provided by emotion AI can guide organizations in creating product roadmaps better suited to customers’ expectations. Likewise, it can measure whether users are frustrated by updates or believe that products aren’t relevant to their needs and requirements.

Roadmap 162

Roadmap Call Center Customer Centricity Policies 162

CloudCherry

JULY 10, 2019

They also send out surveys with questions on what customers would like to see them do next. This gives customers a chance to share their suggestions and ideas on the improvements they’d like. Their feedback can influence the company’s product roadmap and account for better decision making.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

InMoment XI

AUGUST 2, 2023

As customers become more conscious of corporate social responsibility, the significance of these factors may grow over time. By acknowledging and addressing low NPS drivers, businesses can stay ahead of evolving customer expectations and position themselves as responsible industry leaders.

NPS 195

NPS Customer Centricity Automotive Culture 195

Thematic

MARCH 20, 2025

By using Thematic’s AI and human expertise , Atlassian uncovered key customer pain points and improved its product roadmap​ Key takeaway: Companies that act on pain points fast gain a competitive edge—73% of consumers will switch to a competitor after multiple bad experiences.

Analytics 62

Analytics Social Media Banking Analysis 62

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

GetFeedback

JANUARY 27, 2020

With a solid VoC program, your company can: Improve customer experience and exceed customer expectations. By opening a dialogue with your customers, you give them the opportunity to provide feedback, sending the message they are valued and heard. Drive more loyalty, increase referrals, and lower service costs.

How To 221

How To Customer Journeys Feedback Survey 221

rethinkCX

JANUARY 27, 2025

AI enables companies to meet rising customer expectations by providing personalized experiences and instant support, while also using data to refine products and services. By engaging decision-makers early and offering a clear, results-focused roadmap, organizations can secure the buy-in necessary to implement AI successfully.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

ijgolding

APRIL 19, 2017

A customer strategy can be defined as follows: One that puts the customer at the forefront of thinking, when creating procedures, conducting daily operations and training new employees. It is a guide, a roadmap, a set of boundaries by which the business will function.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

InMoment XI

OCTOBER 24, 2023

They paint a vivid picture of the customer journey , highlighting the highs, the lows, and everything in between. In today’s dynamic business environment, where customer expectations are ever-evolving, contact center analytics stands as a beacon, guiding businesses towards excellence.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

Retently

MARCH 17, 2025

Returns & Refunds Breakdown Returns and refunds are a major cost center for brands but they also offer valuable insights into customer expectations and product issues. Some indicate product defects or quality issues, while others suggest misaligned expectations (e.g., size, color, or fit issues).

Report 90

Report How To Effort Score NPS 90

CSM Magazine

DECEMBER 9, 2024

While these systems have historically provided robust voice communications, they’re increasingly becoming barriers to innovation in an age where customer expectations are evolving at breakneck speed.

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

Calabrio

NOVEMBER 18, 2024

As retailers face the dual challenge of increased costs and high customer expectations, Calabrio Analytics provides a powerful tool to optimise operations and ensure a seamless customer experience.

Retail 130

Retail Engagement Management Analytics 130

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Changing Expectations. How can you turn your customers into promoters?

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

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. Gartner’s Magic Quadrant for CCaaS recognized NICE inContact for our Ability to Execute and Completeness of Vision.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Wootric

AUGUST 10, 2018

and then sit around in a room with a bunch of people and just rearrange it into a giant list of prioritized features (we’ll call it a roadmap!) ” Everyone knows that listening to your customers is important – but equally important is listening to your customers before they become your customers.

Roadmap 53

Roadmap Data Net Promoter Score Analytics 53