ECXO

MARCH 6, 2025

Some organizations create a detailed CX roadmap that estimates improvements in metrics like net retention rate, customer lifetime value, or average deal size as experience enhancements roll out. This group regularly reviews progress on the CX roadmap, monitors key metrics, and helps resolve any interdepartmental issues.

B2B 339

B2B Customer Journeys How To Effort Score 339

One Millimeter Mindset

SEPTEMBER 9, 2019

When you think about your professional advancement roadmap, storytelling probably is the last component on the list. Yet, our own experiences getting even from Point A to Point B often are anything but linear. Yet, our own experiences getting even from Point A to Point B often are anything but linear.

Roadmap 66

Roadmap Sports Employee Experience Strategy 66

CX Journey

JUNE 13, 2018

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap. I enjoyed my conversation with Dan.

Strategy 144

Strategy Roadmap Employee Experience Customer Experience 144

Kustomer

AUGUST 12, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 98

Roadmap Tips Travel Groups 98

eglobalis

SEPTEMBER 19, 2024

Actionable Items: Host Vision Workshops: Regular sessions can help employees understand how their roles contribute to the company’s long-term vision and customer success. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Martin reveals the secrets to structuring a successful CX team with a 90-day roadmap. Slow Down for Success.

Roadmap 78

Roadmap Groups Travel Consulting 78

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. Her autobiography Can I Be Me and her latest Emotional Justice, A Roadmap for Racial Healing. So the question I have to ask Esther, I asked every one of my guests, which is, what’s your best or worst employee experience? Google Podcasts.

Roadmap 98

Roadmap Culture Policies Connections 98

BlueOcean

AUGUST 30, 2018

Finally, find a contact center partner who is already familiar with hiring, training, and managing remote agents – using technology to create a robust employee experience while leveraging all the benefits (scalability/flexibility) of a remote workforce. A Robust Technical Infrastructure.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

If they don’t — if daily employee experiences feel misaligned with the company’s Customer Experience Mission — the result is a cynical culture and poor results all around. What’s tolerated on the inside of the organization that is not acceptable in the customer experience?

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

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

InMoment XI

AUGUST 2, 2023

While it may not be a major driver, there is a subtle undercurrent of customers caring about how companies treat their employees (which manifests itself in the employee experience ) and the origins of their products.

NPS 195

NPS Customer Centricity Automotive Culture 195

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

Kustomer

FEBRUARY 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 64

Roadmap Tips Travel Groups 64

NICE inContact

SEPTEMBER 27, 2017

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 121

Contact Center Technology Roadmap Chatbots 121

NICE inContact

SEPTEMBER 27, 2017

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 120

Contact Center Technology Roadmap Chatbots 120

Aveus

AUGUST 22, 2017

Which comes first, customer or employee experience? Both promise greater employee engagement and enhanced financial performance. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

ijgolding

APRIL 19, 2017

The better able a business is to create that balance, the more likely it is that it will not just deliver a better customer experience – it will also deliver a better employee experience.”. 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

JUNE 5, 2024

We also support extended use cases such as: Employee Experience (EX) Analytics Our tools help businesses understand and improve employee engagement, onboarding processes, and workplace satisfaction. Deborah Battaglia Senior Vice President, Customer Experience at Assurant What’s Up Next?

Analytics 195

Analytics Effort Score Social Media Innovation 195

SurveySparrow

DECEMBER 5, 2020

Whenever employee engagement is talked about, it’s put in terms of a responsibility businesses have to fulfil. Taking care of your employees is, after all, a good thing. But what if we told you there was a strong business case for improving your employee experience journey? Happier Employees Make Happier Customers.

Employee Experience 52

Employee Experience Employee Engagement Survey Culture 52

Qualtrics

APRIL 25, 2019

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. The post A roadmap for closing the diversity & inclusion gap appeared first on Qualtrics. A New Approach to D&I. Book a demo.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

InMoment XI

AUGUST 25, 2023

InMoment CX Program Success Stories Companies like Foot Locker and alphabroder are two companies that have chosen InMoment as their CX program partner and have improved their metrics by focusing on the customer experience and employee experience.

How To 195

How To ROI Net Promoter Score Measurement 195

Customer Bliss

AUGUST 3, 2018

Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

GetFeedback

JANUARY 27, 2020

It’s important to note that the problem—high customer wait times—is actually the end result of pain points in the employee experience. You’ll first need to tackle employee behaviors, workflows, and other internal processes that are causing the delays.

How To 221

How To Customer Journeys Feedback Survey 221

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

Experience Investigators by 360Connext

JANUARY 10, 2023

You showed your sales leaders how their numbers were directly tied to a stronger customer experience for all customers. You worked hand in hand with the product team on their future roadmap to better align with customer needs and share with them the results of their hard work. Related Resources: [Guide] Employee Journey Map Template.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

InMoment XI

FEBRUARY 1, 2024

Why Spotlight is Essential for All Businesses Enhancing Experiences: Tailoring Strategies for Satisfaction and Loyalty Spotlight significantly enhances customer and employee experiences. For businesses considering Spotlight : How are you currently gathering and interpreting customer and employee feedback?

Analysis 195

Analysis Social Media Analytics Loyalty 195

SurveySensum

FEBRUARY 22, 2024

What’s more – Gallup’s “State of the Global Workplace Report” says, that organizations with highly engaged employees experience 21% higher profitability. So, yes, it’s time to start focusing on your employee experience (If you aren’t doing it already!) What is an Employee Experience Strategy?

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

Customer Bliss

AUGUST 23, 2018

Now, if you’ve been listening to my podcast or reading my posts, you know that customer experience is also largely affected by the employee experience as well. 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.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

ShepHyken

AUGUST 7, 2023

Creating a clear and transparent roadmap is key to building trust with customers and employees. Balancing financial results with customer and employee objectives is essential for long-term success. Providing innovation without disrupting existing systems is a strategic approach for companies with large installations.

Roadmap 118

Roadmap Culture Innovation Communication 118

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Qualtrics offers three suites for experience management, including CX, employee experience, and strategy and research. Those tools are often internally focused, not on the customer.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

DCX

OCTOBER 27, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! ” - Jimmy, CX Leader, Google Get 30 day free trial How USAA Is Innovating With GenAI What's happening: USAA is using generative AI (GenAI) to boost internal efficiency and improve the employee experience.

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

ECXO

NOVEMBER 16, 2023

Any technology that makes CX poorer has no place on the roadmap. He currently works with tech global companies aiming to transform themselves around simplification models, culture and digital transformation, customer and employee experience as professional services. We need to understand the limitations. He holds an MBA at J.L.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Joint planning – the customer experience lead and the design lead work together to develop a strategic CX plan. But, no matter the level, working together is crucial. But, there are common practices.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. You need a strategy.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

Customer Bliss

APRIL 11, 2018

Jackie realized many employees didn’t really know what was happening within the organization. She worked with the CEO to develop a newsletter of communications to help unite teams and improve the employee experience. Create a 90-day roadmap.

Customer Experience 135

Customer Experience How To Healthcare Hospitality 135