Thematic

MARCH 30, 2025

Fix the Issue (or Implement the Idea) and Document the Action This might seem obvious, but you can’t close the loop without acting on the feedback. Once the team has fixed the bug, improved the service, or implemented the new feature, document what was done in clear terms. Measure & Improve: Track what’s working.

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

JUNE 5, 2024

Document level text mining/NLP – Supporting all industry-standard NLP functions, including classification (via ml models, boolean queries, or against pre-trained taxonomy based on Wikipedia categories), NER, theme/concept extraction, sentiment measurement, summarization, intention, effort, and emotion measurement.

Analytics 195

Analytics Effort Score Social Media Innovation 195

BlueOcean

SEPTEMBER 30, 2018

It’s a dynamic document that, like your partnership, requires time and attention. Clearly Define Your Most Critical Success Measures. You simply can’t rely on an unwritten set of rules or assumptions or, sooner or later, that relationship will come under serious stress. That’s where a formal Statement of Work (SOW) comes into play.

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. This can involve monitoring conversations to measure customer intent, satisfaction, sentiment, and the effectiveness of customer service agents.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Interactions

NOVEMBER 6, 2024

Discovery and implementation Implementation with an off-the-shelf solution may include self-guided materials and documentation and some hours of assistance for a near-DIY build. Working with a team like Interactions also prevents knowledge gaps when internal experts leave.

Contact Center 62

Contact Center Self Service Roadmap Analytics 62

CSM Magazine

NOVEMBER 6, 2024

Start with a project management plan template that includes: A detailed scope statement outlining deliverables A work breakdown structure dividing tasks into manageable work packages A resource management plan allocating team members effectively Your project plan is a living document that will guide every decision and action moving forward.

Customer Satisfaction 52

Customer Satisfaction Management How To Guidelines 52

ijgolding

APRIL 19, 2017

The purpose and ambition of any company ‘should’ be made clear in the creation and documentation of its strategy – strategy being defined as ‘a plan of action designed to achieve a long-term or overall aim’. 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

Gainsight

JUNE 21, 2022

When it comes to creating product roadmaps, product leaders face a plethora of challenges. . The good news is that there’s a simple fix: with product analytics powering the operation, creating impactful product roadmaps is a breeze. Why is your product roadmap important? Building a product roadmap is one thing.

Roadmap 52

Roadmap Analytics Analysis User Experience 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

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 136

Roadmap Competitive Advantage Innovation Self Service 136

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. They’ll understand that no framework and ensuing roadmap, however perfect, will account for everything that will happen during the digital transformation process. Measure Progress via Baselines and Targets.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

Customer Bliss

JULY 26, 2018

Around the 2-year mark, after William spent more time working together with his team and agency partners, they started to flesh out agency roadmaps to clarify roles and communication processes. Document the process. We can’t forget how important documentation is when it comes to implementing a new strategy!

Government 111

Government Chief Customer Officer How To Roadmap 111

AWS Machine Learning

MAY 30, 2024

To serve their customers, Vitech maintains a repository of information that includes product documentation (user guides, standard operating procedures, runbooks), which is currently scattered across multiple internal platforms (for example, Confluence sites and SharePoint folders).

Chatbots 128

Chatbots Knowledge Base Innovation Interaction 128

ChurnZero

DECEMBER 6, 2024

These outcomes include: Roadmaps for designing and developing future CS programs. Anything that influences the customer forward in their journey to value, then renewal and beyond, should be documented. Khow your data is measured. Reduced costs across the board. Internal efficiency gains, driven by automation. Track everything.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

CSM Magazine

FEBRUARY 3, 2025

Whether you’re mapping long-term strategies or addressing immediate operational needs, a planning platform can serve as your business roadmap. Optimize Customer Experience: Monitor customer experience initiatives and ensure measurable outcomes. Define Clear and Measurable Goals Start by identifying what you want to achieve.

Financial 52

Financial Rewards Programs Effort Score Exceptional Customer Service 52

Gainsight

SEPTEMBER 20, 2019

As you complete the exercise above for each issue and product opportunity, thoroughly document your findings. Try not to get hung up on finding absolute measures for cost and value. As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), Once launched, who needs to be trained on it?

Roadmap 58

Roadmap Exercises Sales Marketing 58

DCX

JANUARY 7, 2025

Use it to: Cut through the noise and focus on what really matters to customers Link CX initiatives directly to business outcomes Get practical steps to increase leadership buy-in Turn customer feedback into actionable improvements Build a results-focused CX roadmap Take 30 minutes to complete this assessment. How do we measure success?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Q: How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap ROI Case Study 117

C3Centricity

NOVEMBER 4, 2019

If you don't even have a written document clearly describing them, then use C3Centricity's 4W Template until you develop your own. It's fun, inspiring and a useful roadmap for your customer centric journey. . #CEX #CRM #CustomerCentricity Click To Tweet. Take a look at your target consumer description or persona / avatar.

Customer Centricity 179

Customer Centricity Brands Advertising Consumers 179

Education Services Group

MAY 28, 2021

Also known as a Success Plan or a Joint Success Plan , it is a document that’s developed collaboratively with your customer at the start of your relationship. Then, the CSM will use this conversation, and the document created from it, to build out a plan for delivering on that value throughout the customer’s lifecycle.

Customer Success 98

Customer Success Sales Customers Roadmap 98

Qualtrics

APRIL 25, 2019

This is alongside the well-documented benefits of D&I, such as improved productivity, creativity, and employee and customer satisfaction. Roseboro stated we need a new roadmap for D&I — a roadmap that goes from passive exclusion to active inclusion, and which is tailored to satisfy employee demands and capabilities.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

SuiteCX

MARCH 31, 2015

©2015 suitecx – Confidential CJM Governance scope: Process Roadmap Initiative Management Agile Development Measurement & Metrics •  Development process by which requirements and solutions evolve through collaboration between cross-‐functional teams .

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Thematic

APRIL 1, 2025

” Clear objectives will guide your team and help you measure progress. " Helpdesk, live chat, phone support, online documentation Customer surveys indicate frustration due to long wait times and unresolved issues Loyalty "Why should I continue to choose you?" Why is this important?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. It measures the chance of a customer’s recommending a business to their friends and colleagues by means of a single survey question: NPS survey. What is NPS?

Analysis 109

Analysis Feedback NPS Effort Score 109

ECXO

DECEMBER 26, 2023

Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale. Here is the link. The power of digital conversations by Paolo Fabrizio. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Gainsight

DECEMBER 27, 2019

Is Customer Feedback Really Making It to Your Product Roadmap? You know data’s important, but do you know how to measure it? Use This Framework to Unblock Your Product Roadmap. Learn how FullStory uses the 9-Blocker technique to identify blocks in their product roadmap and effectively get rid of them.

Roadmap 97

Roadmap Metrics Feedback Conference 97

ChurnZero

MAY 30, 2024

Content for your educational program already exists in support articles, internal training documents and even recordings of customer calls. If you see multiple comments about a specific topic not being covered, consider prioritizing it in your content roadmap. Ask better questions to get better feedback.

How To 107

How To Video Course Feedback 107

Influitive

MAY 15, 2015

Proving ROI and understanding how to measure the success of your online community are not only important in order to satisfy the C-suite, but also critical to the long-term viability of your program. If you’ve already developed a resourced roadmap, you’re well on your way. Define your goals and make a plan. Look at the numbers.

ROI 61

ROI B2B Roadmap Metrics 61

AWS Machine Learning

JUNE 20, 2023

Therefore, in our test setup, we measured power draw at that level. Second, when running the training and inference workloads, we ensured that all instances were operating at their respective physical hardware limits and took measurements only after that limit was reached to ensure comparability. times higher inference throughput.

Training 93

Training Fashion Guidelines Roadmap 93

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Rethink the way you measure onboarding. Go beyond vanity metrics and measure how your onboarding impacts revenue. How do you prioritize your product roadmap?

Case Study 89

Case Study Roadmap Study Feedback 89

Totango

MARCH 12, 2019

Follow a Roadmap Established by Customer Success Software. Robust customer success software can help you: Measure business goals and key performance indicators (KPIs). Document every customer interaction and automate tasks. Define Goals and Measure Success with KPIs. Automate a variety of campaigns.

Roadmap 80

Roadmap Software Fashion Comparison 80

AWS Machine Learning

AUGUST 26, 2024

Built on AWS with asynchronous processing, the solution incorporates multiple quality assurance measures and is continually refined through a comprehensive feedback loop, all while maintaining stringent security and privacy standards. It focuses on precision, measuring how much of the generated content is present in the reference data.

Sales 125

Sales Multi-Channel Metrics Feedback 125

Thematic

JANUARY 21, 2025

Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data. Text analytics organizes this messy feedback into actionable insights, providing a roadmap for better decisions. Why is Text Analytics Important?

Analytics 62

Analytics Data Social Media Analysis 62

Totango

APRIL 12, 2022

has a roadmap, a backlog, iterations, and new releases.In In order to move fast, you need to be able to quickly cycle through the process of planning, building, launching, measuring and learning in order to create the next version of your journey. Manage the Customer Journey as a Product. A Digital Execution Engine is Key.

Customer Success 88

Customer Success Customer Journeys Roadmap Sales 88

ReviewTrackers

MARCH 14, 2019

To understand what “customer journey” means, let’s use a definition by SurveyMonkey : “Think of the customer journey as a roadmap detailing how a customer becomes aware of your brand, their interactions with your brand–and beyond. And measure the results. Build buyer personas. Categorize your channels and touchpoints.

Banking 94

Banking Customer Journeys Touchpoint Rewards Programs 94

DCX

JANUARY 21, 2025

Does it give you a measurable financial bump or reduce overhead? Have a shared document or channel where frontliners can drop customer feedback. The trick is to stay grounded in what your company truly needs, measure the impact of every idea, and keep a realistic view of your resources. Cut annoying tasks?

How To 52

How To Effort Score Self Service Leadership 52

Avaya

APRIL 10, 2019

Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success. It can measure customer sentiment and success, engage customers, assist agents to serve customers, and much more. 80% increase in transactions handled by self-service apps.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71