CX Accelerator

JULY 1, 2020

Consider the current customer experience and how transforming will improve it. How can you turn your customers into promoters? Define your digital roadmap, including expectations, roles and responsibilities, and timing. What are current pain points? What do you want the reputation to be?

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Customer experience suffers, and customers lose faith in the overall brand. A Customer Experience Mission Statement , customer-focused and separate from your Corporate Mission Statement. The Ideal Customer Journey. Incorporate customer feedback data and quotes into project plans and product roadmaps.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

eglobalis

OCTOBER 1, 2024

Breaking down these barriers opens new opportunities for agility, innovation, and better alignment with customer needs. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

CustomerSuccessBox

AUGUST 31, 2021

Conversations with your customers and feedback are crucial elements for the success of your product. You need a continuous process of getting feedback from users to guide your product roadmap. And to get there, customer engagement is the only way forward. The post Keep your customers focused and engaged appeared first on.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Success 59

Customer Bliss

JANUARY 29, 2015

You have created a roadmap that is being actively communicated as you progress. Now the Evaluation: Marketing back progress inside the organization and with customers is often the weakest link of executing customer experience work. The roadmap gives you the communication consistency required in these long-term projects.

Customer Experience 100

Customer Experience Roadmap How To Metrics 100

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers. Where should you do next?

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

ijgolding

APRIL 19, 2017

To be a customer centric business, it is AS important to ALSO focus on what the customer wants; and to measure performance through customer focused metrics (such as customer lifetime value; customer loyalty; customer engagement; customer satisfaction etc.).

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? This is the same for every project, not just that of adopting a customer-first strategy.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. The process looks a bit like this: Invite customers. Focus on one customer issue. Always look for growth opportunities.

Travel 204

Travel Industry Hotels Customer Journeys 204

Customer Bliss

APRIL 4, 2018

Donna learned that when it comes to prioritizing initial work to improve customer-focused operations, you must first understand how the company d efines and communicates the role and value of the CCO. Communicate the differences between customer service and experience. Listen and Understand How You Can Provide Value.

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

Gainsight

JANUARY 10, 2025

AI and automation are fueling the expansion of Digital CS, allowing organizations to: Engage Customers at Scale: Automated workflows and self-service tools simultaneously provide consistent, tailored experiences to thousands of customers.

Trends 52

Trends Report Self Service B2B 52

CX Accelerator

JULY 1, 2020

Consider the current customer experience and how transforming will improve it. How can you turn your customers into promoters? Define your digital roadmap, including expectations, roles and responsibilities, and timing. What are current pain points? What do you want the reputation to be?

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

AUGUST 23, 2018

He had to think about how his team was currently serving him and what would be beneficial moving forward: Look at your roadmap and see who’s needed to execute what. By looking at the customer roadmap, Anand was able to better determine who could help him deliver on the work that needed to be done. Recruit deliberately.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Ecrion

FEBRUARY 20, 2020

Ask yourself why you’re creating a roadmap and what you hope to learn from it. This information is then used to create a visual diagram of the customer journey – also known as the map. Tap Into Current Customers. The best way to gain insight into the customer journey is to survey current customers.

Customer Journeys 103

Customer Journeys How To Touchpoint Roadmap 103

Experience Investigators by 360Connext

JUNE 1, 2015

And when this package travels beyond Bodybuilding.com’s control and into the care of a shipping company, it’s kind of like saying “You can keep us happy by keeping our customers happy.”. Customer-focused. It’s not about being the best at what they do, it’s about the experience the customer has with the brand. My favorite!)

Brands 110

Brands Roadmap Retail Video 110

Customer Bliss

MARCH 24, 2015

We have a roadmap for the customer work and know where progress will be measured. __ YES we do __ NO we do not. Audits & Assessments for the CCO CCO Assessment CCO job description Chief Customer Officer job description Cross-Silo Assessment drive the customer-focused work across the silos managing cross-silo work'

Tips 100

Tips Chief Customer Officer Effort Score Leadership 100

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. CX Problem #2: Customer focus is limited to customer-facing roles. Advocates stand up for customers whenever and wherever they can.

Customer Journeys 110

Customer Journeys Culture Customer Centricity CRM 110

ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization. Intermediate/Operations focused. Does giving back increase customer loyalty?

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization. Intermediate/Operations focused. Does giving back increase customer loyalty?

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

CX Journey

NOVEMBER 10, 2015

Customer Experience Maturity Assessment : I put this tool under Culture and Employee Experience because it's a baseline on where you are with regards to a customer-centric and customer-focused culture. Roadmap : To guide execution of your strategy, you must build a roadmap.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

CX Journey

AUGUST 28, 2015

The entire organization must be in on it, starting with executive commitment and that shift to a customer-centric and customer-focused culture. Take a look at The 7 Deadly Sins of Customer Experience post I wrote earlier this year. You might be doing busy work if you. It's not enough.

Roadmap 80

Roadmap Customer Centricity Customer Experience Professionals Culture 80

DCX

DECEMBER 3, 2024

Download the Free Guide 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. Step 2: Define Your Goal Start by setting a clear, customer-focused goal.

Customer Experience 52

Customer Experience Exercises Transportation Entertainment 52

DCX

DECEMBER 1, 2024

Customers want experiences that feel personal, considerate, and crafted with care. CX leaders who focus on human connection—whether through smart tech, distinctive spaces, or customer-focused strategies—are the ones who will shine and earn loyalty over time. Happy reading—and stay curious, DCXers!

Fashion 52

Fashion Culture Trends Connections 52

Totango

APRIL 12, 2022

The customer focus is driving a shift in the old pre-sale vs post-sale mindset. You now have to figure out a way to drive value to customers as early as possible in their experience with you. Manage the Customer Journey as a Product. has a roadmap, a backlog, iterations, and new releases.In Deliver Value First.

Customer Success 88

Customer Success Customer Journeys Roadmap Sales 88

ShepHyken

MARCH 6, 2017

How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps. AI-augmented customer service promises attractive efficiency gains, and have generated widespread attention.

Customer Service 83

Customer Service Social Media Roadmap Tips 83

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Thematic

MARCH 30, 2025

Encourage employees to think “customer first” when making decisions. For example, product roadmaps should be influenced by what customers are asking for; marketing messages should address real customer pain points that emerged in feedback.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

CX Journey

MAY 5, 2015

My first blog assignment is to bring you some nuggets from the second keynote from Day 1 of the event, a presentation titled, Easier Said than Done: Move the Needle with Your Customer Experience Strategy , by Erin Wallace, CCXP, Global Manager of Customer Experience at John Deere. But…"How do I get my executives on board?"

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

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

Integrity Solutions

JUNE 10, 2024

The best ones also reinforce a customer-focused mindset so that the salesperson spends most of their time listening to understand and uncover needs, not just execute a transaction. There are many sales processes available. Our AIDINC model is a good example of this kind of sales process.

Sales 107

Sales Customers Training Case Study 107

Oracle

JUNE 22, 2018

Having a great customer experience (CX) isn’t just for big brands. When a small- or medium-sized business (SMB) creates a CX roadmap, they differentiate themselves from the competition and win customer loyalty. Outstanding customer experiences aren’t just the province of larger businesses.

Fashion 71

Fashion Ecommerce Social Media Roadmap 71

Help Scout

APRIL 27, 2021

The lifetime value of someone emotionally engaged with your brand is more than twice that of a highly satisfied customer. Happy customers buy more from your company. They are usually willing to inform your product roadmap by giving you useful insights into how they use or what they want to see in your product. Social media.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

ChurnZero

JANUARY 8, 2021

Charlie is focused on building and executing Zappi’s customer success strategy internationally, including leading a team of highly skilled customer success managers and identifying opportunities to drive additional value for customers. Phillip Graham, Vice President of Customer Success & Partnerships, Hubb.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

DCX

JANUARY 28, 2025

. 👇 Below, you’ll find a simple, practical process and 25 GenAI prompts designed to help you spot the gaps, fix what’s not working, and create experiences your customers will love. Keep reading to get the support you need to drive real, customer-focused change!👇

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

CSM Practice

JULY 24, 2019

Consider augmenting these processes towards your customer’s expected business outcomes : · Onboarding. You could also personalize the onboarding process to identify and meet unique customer needs. · Customer Support. Finance – The CSM can assist in resolving billing inquiries and drive collections.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

Think Customers

DECEMBER 13, 2021

Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. How can data be used to iterate and adjust your customer experience over time? Who wins with great CX?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52