DCX

JANUARY 7, 2025

This worksheet helps you move beyond surface-level metrics to create meaningful customer impact. You'll walk away with clear priorities and next steps to strengthen your CX program.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Customer Bliss

JANUARY 29, 2015

You have agreed to map, define and identify all of the metrics that contribute to the current experience of these key touch points. You have committed to assign new cross-company metrics to the delivery of those experiences. You have created a roadmap that is being actively communicated as you progress.

Customer Experience 100

Customer Experience Roadmap How To Metrics 100

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. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 140

Contact Center Social Media Roadmap Report 140

Gainsight

MARCH 24, 2022

Before your product starts booming, you need a product roadmap that charts a clear course to growth. In this article, we lay out the questions you can ask yourself to help you create a successful product roadmap that’s anchored in analytics. What is a product roadmap? Will our product roadmap encourage product-led growth?

Roadmap 52

Roadmap Analytics Metrics Feedback 52

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

Thematic

MARCH 30, 2025

Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For marketing teams, metrics such as customer retention , conversion rates , and social sentiment provide insight into campaign effectiveness. trends, patterns, and metrics). The result?

Customer Insights 62

Customer Insights Data Analytics How To 62

Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. Yet because product roadmaps are living, breathing documents that can and should evolve, it can be frustrating to construct them. A roadmap to revenue growth.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

Centercode

APRIL 16, 2019

What are beta program metrics exactly? I’m sharing this experience (with his blessing) because it provides some insight for other product and program managers who have questions about identifying key beta program metrics. Fun fact: there are a lot of metrics that a beta program can capture (it’s shocking, I know).

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

TechSee

FEBRUARY 14, 2025

Scalable Implementation Begin with pilot programs Gradually expand visual capabilities Monitor and measure impact metrics 3. See the Complete Picture: Download the Full Report Want to dive deeper into the data and insights shaping the future of customer experience?

Customer Experience 109

Customer Experience Chatbots Roadmap ROI 109

AWS Machine Learning

JULY 24, 2024

Let’s explore two customer journeys: Selecting and evaluating foundation models – You can evaluate the performance of different pre-trained FMs on relevant datasets and metrics specific to your use case. In this example, we download the data from a Hugging Face dataset. MLflow can load the model that was logged in the fine-tuning step.

Training 132

Training Metrics Data Comparison 132

Gainsight

DECEMBER 27, 2019

Product Metrics Your Board Members Care About. If you have a SaaS business where you can see exactly how your customers are using your product, there are a lot of metrics you might be tempted to add to your packet. The Beginner’s Guide to Product-Led Growth Metrics. As a product manager, metrics affect every move you make.

Roadmap 97

Roadmap Metrics Feedback Conference 97

DCX

DECEMBER 31, 2024

The Wrong Metrics You’re tracking NPS and CSAT, and that’s great—but let’s be real, execs want to see how you’re moving the needle on revenue. This is about tying your work to revenue, cost savings, and growth, not about soft wins or feel-good metrics. Start tracking metrics that tie to revenue or costs.

ROI 52

ROI Self Service Leadership Metrics 52

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. Improve Customer Experience Metrics Another strategy to improve customer retention is by improving other customer experience metrics surrounding customer retention. How Is Customer Retention Measured? References Simplicitydx.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Comm100

APRIL 23, 2019

Download the report. Live chat contributes to every single one of those metrics, but only when done right. Develop a customer education roadmap: Customers understand the concept of live chat but aren’t necessarily aware of its full capabilities. Download the report. Four Tenets of Modern Live Chat.

Customer Experience 100

Customer Experience Roadmap Omni-Channel Video 100

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 100

Contact Center Social Media Roadmap Report 100

CX Accelerator

JUNE 19, 2018

You may see that some of the tools, processes, or metrics used don’t actually work in a way that best serves the customer. How can you track their learnings and input it into a roadmap of CX improvements? You may download a bunch of other apps to see how they work – doing your research, great!

Customer Experience 159

Customer Experience Customer Journeys Groups Airlines 159

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Financial Measurement 52

Gainsight

MAY 12, 2022

What’s more, this customer-first approach to your product roadmap also fits perfectly into recurring revenue models. Because analytics pull data directly from the user, it can inform your decisions and guide your product roadmap choices in a direction that’s aligned with the user’s needs. You can measure and prove progress.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Customers 52

Gainsight

OCTOBER 25, 2021

Because it feeds off of user experiences, and users are the main driver of your company’s growth, customer feedback loops can be a guiding light for your product roadmap. By using product feedback to nail down your priorities, you’ll have a solid set of data to back your strategic decisions and guide your product roadmap.

Feedback 98

Feedback Roadmap User Experience Analysis 98

Customer Bliss

AUGUST 22, 2018

Do you have a roadmap for CX? Clear metrics exist for measuring progress that everyone agrees to use. Implementation tip : Start with customer-asset metrics. Get everyone counting customer metrics consistently throughout the organization. You need clear metrics to measure your #CX progress. Click To Tweet.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

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. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Stop being basic: Use smarter metrics like customer effort or lifetime value.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

GetFeedback

FEBRUARY 15, 2019

Putting a metric to customer happiness helps you focus your efforts on moving the needle. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. If you survey the same customer every 6 months, you’ll have metrics that speak to customer relationship development over time.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Gainsight

NOVEMBER 15, 2021

Broadly, everyone keeps an eye on the bottom line, but each department prioritizes its specific performance metrics. The reason companies focus on NRR is because it’s much more meaningful than other revenue-based metrics. Reaching World-Class NRR Metrics. Download your free copy today! Measuring success is tricky.

Metrics 52

Metrics Measurement Customer Success eBook 52

DCX

JANUARY 28, 2025

Efficiency might be your metric, but empathy could be theirs. Here’s how to bring your CX efforts in line with customer expectations: Update What You Measure: Don’t just track efficiency; add emotional metrics like trust and confidence to the mix. —to identify gaps in evaluation.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

ECXO

DECEMBER 26, 2023

Featuring common mistakes to avoid and key takeaways at the end of each chapter, it’s also accompanied by downloadable checklists and an interactive template to use in practice. Measuring the User Experience: Collecting, Analysing, and Presenting UX Metrics by Bill Albert and Tom Tullis.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

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. Clear metrics exist for measuring progress which everyone agrees to use. __ YES they do __ NO they do not. Implementation Tip: Pick a few key metrics that everyone understands, knows their roles in and can follow.

Tips 100

Tips Chief Customer Officer Effort Score Roadmap 100

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. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Customer Bliss

AUGUST 22, 2018

Do you have a roadmap for CX? Clear metrics exist for measuring progress that everyone agrees to use. Implementation tip : Start with customer-asset metrics. Get everyone counting customer metrics consistently throughout the organization. You need clear metrics to measure your #CX progress. Click To Tweet.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

DCX

DECEMBER 1, 2024

If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Download the Free Guide Listen, Don’t Copy In this article, Helge Tenno calls out a big problem: too many businesses keep doing the same things, chasing trends instead of standing out.

Fashion 52

Fashion Culture Trends Connections 52

BirdEye

NOVEMBER 27, 2023

It provides a roadmap for innovation through product improvements and service enhancements, eventually leading to an elevated customer experience. They allow users to focus on metrics aligned with their business goals, giving them a personalized overview of the most relevant data for their roles and objectives.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

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. Public product roadmaps – Transparency wins customer trust. Download your free copy today!

Feedback 62

Feedback Social Media Analysis Survey 62

Comm100

FEBRUARY 7, 2018

Will your team have the opportunity to contribute to the product roadmap of the support tool by submitting ideas to the vendor? Does the live chat provider connect management with agent metrics to optimize workflow and agent efficiency? Free Download] Everything You Need to Know About Customer Engagement Software. Download Now.

Software 133

Software Customer Engagement Engagement Social Media 133

AWS Machine Learning

SEPTEMBER 1, 2023

ML operationalization summary As defined in the post MLOps foundation roadmap for enterprises with Amazon SageMaker , ML and operations (MLOps) is the combination of people, processes, and technology to productionize machine learning (ML) solutions efficiently. Our approach applies to both open-source and proprietary models equally.

Effort Score 130

Effort Score Training Roadmap Examples 130

delighted

FEBRUARY 22, 2022

An organization uses one metric to evaluate the customer experience, but findings don’t always make it to the rest of the company to act on. That is an example of a customer’s voice building a product roadmap – my team is simply here to organize and amplify. Getting started. Making progress. The results of this process?

Customer Experience 91

Customer Experience Net Promoter Score Self Service Handbook 91