Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Specific areas of research interest for Alan are the impact that technology changes have on how business and customers engage and interact, the digital transformation of the customer experience, and the impact of algorithms and analytics. Register Now.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

ShepHyken

DECEMBER 4, 2020

Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. So, take the time to build your customer experience roadmap and align your budgets with it. Do it yourself, or engage with a customer experience consultant like us. Wrong Technology.

Roadmap 114

Roadmap Customer Experience Airlines How To 114

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. B2B relationships often involve relatively smaller numbers of clients compared to B2C, but each client can be deeply engaged. chaired by the CX executive sponsor.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. For example, a collaboration between marketing and product teams to engage a specific user segment with a new feature. Focus on a cross-functional approach to improving customer experiences.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. This kind of engagement shows that youre invested in their success, not just their money.

Sales 263

Sales Customer Experience e-support Examples 263

InMoment XI

NOVEMBER 22, 2024

Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement. It also shows how well your trial plan acquires new customers.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 296

Customer Experience Leadership Innovation Roadmap 296

InMoment XI

APRIL 26, 2022

Key 1: Don’t Be Afraid to Make Mistakes Key 2: Engage New and All Audiences Key 3: Apply What You’ve Learned. Key 2: Engage All Audiences. However, intelligence and roadmaps are only half the battle; taking action is imperative to actually making your experiences more inclusive. Key 1: Don’t Be Afraid to Make Mistakes.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Examine Your Current Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Effective design incorporates user insights, customer feedback, and an understanding of customer pain-points to create engaging, intuitive experiences that delight customers.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Comm100

FEBRUARY 12, 2025

We regularly schedule onsite visits to clients across the globe to go over new features, strategize, and build roadmaps for long-term success. At Comm100, we believe that exceptional service begins with understanding our clients needs firsthand. Across all four organizations, the demand for scalable, AI-powered solutions was clear.

Connections 130

Connections Roadmap Chatbots Trends 130

Retently

MARCH 11, 2025

Review moderation engaging with customers publicly and privately to improve brand perception. This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy. Encourage engagement Rewards for reviews, referrals, and repeat purchases.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

CSM Magazine

DECEMBER 16, 2024

Seamlessly integrating with communication channels and live agent interfaces, the portfolio harnesses Generative AI (GenAI) to deliver a competitive advantage through streamlined, personalized, and highly engaging customer interactions.

Communication 52

Communication Engagement Customer Engagement Competitive Advantage 52

InMoment XI

AUGUST 17, 2023

Here are some strategies to leverage employee experience: Focus on Employee Engagement: Actively engage employees by involving them in decision-making processes, recognising their contributions, and fostering a collaborative and inclusive culture.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

InMoment XI

JULY 13, 2022

One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. Feed this data back into your product roadmap and to your sales team. 4: Engage Your Promoters. One such example might be providing access to your product roadmap as part of an advisory council.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

MyCustomer

APRIL 8, 2022

Engagement How to turn statistics into a visual CX roadmap.

Roadmap 93

Roadmap Analysis How To Engagement 93

InMoment XI

JANUARY 27, 2025

The customer, already engaged and receptive, books the session, which results in them purchasing additional products. Understanding these drivers provides a roadmap to continuous improvement, whether its agent behavior, product knowledge, or customer sentiment.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Calabrio

MARCH 22, 2025

Modern workforce management encompasses critical tasks like contact center forecasting and scheduling , as well as the staffing, onboarding, training and development processes that are part of empowering, engaging, and retaining productive contact center employees.

Contact Center 130

Contact Center Management Strategy Call Center 130

Experience Investigators by 360Connext

JANUARY 5, 2022

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. This team continues to meet regularly and uses data and organizational goals to create the appropriate CX roadmap for the future.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Calabrio

NOVEMBER 18, 2024

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025.

Retail 130

Retail Engagement Management Analytics 130

InMoment XI

OCTOBER 7, 2024

Smart Recommendations and Summaries Reduce time to insights and improve program engagement with coaching recommendations Let AI be your sidekick to make sense of your customer voice in seconds. These summaries can be shared across teams, helping to streamline decision-making and foster engagement across the organization.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

Win the Customer

DECEMBER 21, 2024

This involves: Collecting comprehensive customer data: Gather data from various sources, including website interactions, mobile app usage, social media engagement, customer support tickets, and CRM systems. This not only enhances customer satisfaction but also drives business growth and strengthens customer loyalty.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

CX Accelerator

JUNE 8, 2020

Engage team members, showing them the critical role they play in helping to improve the customer experience. When frontline employees navigate difficult customer issues, their engagement will increase when they see leadership addressing some of the problems they share. Present your product roadmap and get valuable customer input.

Survey 345

Survey Social Media Contact Center Call Recording 345

SAP Customer Experience

JUNE 23, 2023

Engage with us In case you need any further information please reach out to maxattention@sap.com. Virtual June 13, 2023 Agenda Slides Recording Dear Valued Customer, Please find the slides here and a recording here. Kindly note that a wrap up blog will follow shortly. For more information on SAP MaxAttention.

Transportation 82

Transportation Roadmap Engagement Management 82

InMoment XI

JANUARY 30, 2024

Employee Engagement: Happy and engaged employees are more likely to provide better customer service. Can We Review the 24-month Product Roadmap? Crafting a roadmap for your initiatives is necessary to not only get the quick wins you need, but to set long-term goals. However, not even CX professionals can see the future.

Customer Experience Management 221

Customer Experience Management Software Customer Experience Management 221

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. For instance, adding SMS reminders or app push notifications can enhance engagement.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Storyminers

JUNE 19, 2020

He helps small- and mid-cap service brand leaders to increase their ability to create value, engage their employees, and deliver better returns. Mike specializes in working with firms facing to create practical roadmaps, offering workshops, projects, on-going support, experience design, and strategic storytelling.

Customer Service 162

Customer Service Roadmap Consulting Customers 162

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. Actionable Suggestion : Engage with the customer to clarify the specifics of their request. 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. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. Customer feedback dashboards. And they thought – hey, we know our customers!

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Storyminers

AUGUST 28, 2017

Digital engagement ideas and tools allow Clorox to connect with customers in fresh and personalized ways. Better means personalized, engaged, and clinically accurate. At Clorox , Doug Milliken shares that their focus is on extending the product experience beyond the walls of the store and beyond interactions with the product itself.

Brands 350

Brands Healthcare Roadmap Exercises 350

Experience Investigators by 360Connext

JUNE 22, 2021

Did they seek support at similar times or stop engaging with the product or relationship manager? Now that you know who your at-risk customers are, it’s time to take action to not only keep them from leaving, but keep them truly engaged with your brand. Product usage is a great indicator of customer engagement.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

InMoment XI

NOVEMBER 30, 2023

Engage with Your Audience: Build strong relationships with your audience through active engagement. These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Employee Engagement Your employees are integral to your brand’s reputation.

Brands 284

Brands Management Multi-Channel Social Media 284

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. It’s like a roadmap that shows where things are working – and where they’re not. Analyze traffic sources to understand which platforms bring the most engaged visitors.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

ChurnZero

MARCH 7, 2025

Additionally, 60% have solved a problem through a digital community, and 78% have engaged directly with brands at least once per quarter. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. 2: Lightweight community software.

How To 52

How To Roadmap Self Service Gamification 52

Thematic

MARCH 30, 2025

When people feel their voice led to real change, they’re more likely to: engage more, stay longer, and become brand advocates. It improves your NPS and survey engagement. The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap.

Feedback 62

Feedback Roadmap Effort Score NPS 62