Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. Many SaaS companies, for instance, have a live roadmap on their website or in their community.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Retently

MARCH 17, 2025

Common Spikes & Seasonal Patterns Are there trends during certain times like holidays, sales events, or product launches? Post-Purchase Period Refund & return tickets usually increase after major sales events. The Customer Effort Score (CES) measures how easy it was for a customer to get their issue resolved.

Report 90

Report How To Effort Score NPS 90

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. She is a regular speaker at CX events and conferences across Europe. Measurement. The Capabilities. Customer strategy.

Travel 204

Travel Industry Hotels Customer Journeys 204

BlueOcean

MARCH 14, 2024

But outsourcing your customer care partner isn’t a common procurement event. Get the details in this article here > The Fundamental Guide to the Contact Center RFP You know procurement inside out. That’s why we put together this fundamental guide to the contact center RFP. Or, in other words, build a robust Statement of Work (SOW).

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

Integrity Solutions

SEPTEMBER 23, 2021

Driven from the top down, focused on customer value and achieving measurable impact Consistently demonstrated through everyday attitudes, beliefs and values across the organization. The post A Roadmap For Value Based Selling appeared first on Integrity Solutions. The Right COMMITMENT that is: ?. And we want to help you grow in that.”

Roadmap 70

Roadmap Sales Case Study Leadership 70

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. As the great management thinker Peter Drucker is often quoted as saying, “If you can’t measure it, you can’t improve it.”.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

BlueOcean

MARCH 14, 2024

But outsourcing your customer care partner isn’t a common procurement event. Get the details in this article here > The Fundamental Guide to the Contact Center RFP You know procurement inside out. That’s why we put together this fundamental guide to the contact center RFP. Or, in other words, build a robust Statement of Work (SOW).

Contact Center 156

Contact Center Resources Hospitality Customer Care 156

Kerry Bodine

JANUARY 10, 2019

Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Number 3: The Always Up-To-Date Guide To CX Events.

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Analytics 120

Calabrio

APRIL 25, 2017

The architecture aims to strike a balance between data latency (the time between an event in real-life and its data showing up in a report) and data volume. Download our white paper, Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives. Find your path to comprehensive reporting.

Contact Center 140

Contact Center Social Media Roadmap Report 140

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

ChurnZero

JANUARY 9, 2025

More than 80 attendees were eager to learn about our advancements in customer journey mapping, how to turn moments of measurable impact into revenue growth using ChurnZero , and how to scale with organizational alignment through each phase in a journey from implementation through expansion. If you missed the event in Washington, D.C,

Customer Journeys 52

Customer Journeys Marketing Exercises Competitive Advantage 52

GetFeedback

OCTOBER 4, 2019

Product: Survey data also helps your product team create improved product roadmaps since feature requests are now based on customer expectations rather than educated guesses. How to collect survey data . The right option is the survey type that works for your particular use case.

Survey 150

Survey Data Competitive Advantage Touchpoint 150

CSM Magazine

DECEMBER 9, 2024

Instead of focusing on feature lists and technical specifications, discussions will centre on achieving measurable operational improvements that ensure cloud CX investments deliver 3-4x returns typically within the first 18 months. Key topics will include: Strategies for reducing annual operational costs by up to 4.2

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

Kayako

FEBRUARY 14, 2017

The Net Promoter Score measures customer (and staff) loyalty by asking two simple questions: The first question is this: On a scale of 1-10, how likely are you to recommend [your product/service/company] to another person? It also helps when the event is still fresh in a customer’s mind so they can pinpoint specific frustrations.

NPS 151

NPS Feedback Loyalty Net Promoter Score 151

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. We’ve fine-tuned our process by strategically deploying surveys after key events, like the end of a free trial or after cancellation. to measure overall loyalty.

B2B 152

B2B NPS Effort Score Survey 152

Lumoa

JANUARY 19, 2023

How can we measure the interaction? What’s something measurable that can tell how well we are doing? It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. – Do different types of customers have a preferred way to buy?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

CX Journey

MAY 5, 2015

In addition to the local networking events that local CXPA teams host around the country, this event is the annual membership gathering with an agenda filled with great speakers, awesome member-to-member exchanges of tools and ideas, awards, networking, and more. So why would we launch a survey because one person said we need one?)

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

DCX

DECEMBER 22, 2024

-Mark This week’s must-read links: Retail Personalization Gets a Boost from AI Cars That Dream: Land Rover’s Bold Move Wing + DoorDash: Drones in Dallas Your Ultimate Guide to the Top CX Events of 2025 Listen Up: Are You Really Hearing People? No fluff, no filler—just proven tips to get everyone on the same page.

Retail 52

Retail Self Service Tips Customer Centricity 52

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. Are you holding a user event? Set up an in-app engagement for users within a radius of the event urging them to register. Rethink the way you measure onboarding.

Case Study 89

Case Study Roadmap Study Feedback 89

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. In this blog, youll learn how to piece together each tactic for real, measurable growth. Use Google Posts to share promotions, updates, and events. Google Business Profile insightsTrack views, clicks, and customer interactions to measure impact. -

Tips 85

Tips Tools Social Media Multi-Channel 85

Calabrio

APRIL 25, 2017

The architecture aims to strike a balance between data latency (the time between an event in real-life and its data showing up in a report) and data volume. Download our white paper, Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives. Find your path to comprehensive reporting.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Calabrio

APRIL 25, 2017

The architecture aims to strike a balance between data latency (the time between an event in real-life and its data showing up in a report) and data volume. Download our white paper, Better Contact Center Reporting: A Roadmap to Improving Analytics to Drive Key Business Objectives. Find your path to comprehensive reporting.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Totango

MARCH 12, 2019

The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. Follow a Roadmap Established by Customer Success Software. Define Goals and Measure Success with KPIs. Automate a variety of campaigns.

Roadmap 80

Roadmap Software Fashion Comparison 80

Experience Investigators by 360Connext

AUGUST 22, 2023

What measurements do you need? At the customer level, consider data like purchase history, issues or tickets submitted, referrals made, and attendance or participation in your events and training. Create a strategy to gather ratings, scores, and regular feedback from customers. What will you do with this feedback?

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

InMoment XI

OCTOBER 3, 2024

How Is Customer Retention Measured? However, if the account managers are informed about the product development roadmap, they will know when it is appropriate to start promoting new products or features. This could include discounts, priority access to new features or products, or invitations to exclusive events.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Gainsight

NOVEMBER 9, 2022

The event theme “Together, We’re Unstoppable” came to life at the opening keynote by Nick Mehta, CEO of Gainsight. In the broadest sense of the word meaning: articles, data, product roadmap updates, knowledge base, and professional discussions. Pulse Europe 2022 is here! The truth is: a community is only as valuable as its content. .

Self Service 19

Self Service Roadmap Customer Success Knowledge Base 19

ChurnZero

JUNE 15, 2023

It can be difficult to justify why implementing a JavaScript snippet, for example, should take precedence over the product roadmap. Tactically speaking, the most common mistake I see is organizations lacking the appropriate unique identifiers on usage events. How many usage events should Customer Success teams track in their product?

Data 96

Data How To Meeting Customer Success 96

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. Customer support events. Standardizing and automating touchpoint workflows help you define key performance indicators (KPIs), which can be used to monitor and measure the quality of your customer’s experience at each touchpoint.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Chadwick Martin Bailey

OCTOBER 14, 2020

So for sanity’s sake, let’s keep the pervasive elephant in the room that is COVID-10 to the side, skip the things we have all heard already, and focus on the most interesting takeaways from this week’s event: What’s Next for Preparedness? But most said, “…umm who could have REALLY been prepared for this insanity?!?”

Conference 80

Conference Consulting Roadmap Financial 80

AWS Machine Learning

JUNE 12, 2024

Business use cases for time series forecasting Today, companies of every size and industry who invest in forecasting capabilities can improve outcomes—whether measured financially or in customer satisfaction—compared to using intuition-based estimation. Pollen, ultraviolet light, and other weather measures also have independent scales.

Data 120

Data Examples Training Retail 120

Totango

FEBRUARY 23, 2023

CS operations can help you measure and manage Net Promoter Score (NPS), customer satisfaction scores (CSAT), utilization and adoption, and support tickets and escalations. You need to make sure you’re adapting and measuring what matters. Is the CS team able to support more revenue with less people or fewer resources? Challenges?

Tips 89

Tips Net Promoter Score Metrics NPS 89

DCX

DECEMBER 1, 2024

Brainstorm one way to make your physical or digital spaces more engaging—whether it’s hosting events, adding personal touches to online interactions, or rethinking in-store experiences. Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success.

Fashion 52

Fashion Culture Trends Connections 52

Totango

APRIL 12, 2022

To wrap up the event, Totango COO Jamie Bertasi shared 10 key takeaways she gathered from all the presentations and conversations that took place during our summit. has a roadmap, a backlog, iterations, and new releases.In Let’s take a look at her top 10 insights. Manage the Customer Journey as a Product.

Customer Success 88

Customer Success Customer Journeys Roadmap Sales 88

DCX

JANUARY 21, 2025

Does it give you a measurable financial bump or reduce overhead? Time: Are there any looming deadlines or big events? 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. Let’s turn those CX ideas into real, measurable results today.

How To 52

How To Effort Score Self Service Leadership 52

DCX

JANUARY 5, 2025

Experience = product: A gorgeous store, killer service, or even unboxing that feels like an event—those moments are as important as the thing you’re selling. Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success.

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52

InteractionMetrics

FEBRUARY 20, 2025

We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. The result is a clear roadmap to improvement for your company. Measuring NPS alongside retention data enables companies to gauge the long-term sustainability of their customer relationships.

NPS 52

NPS Net Promoter Score Strategy How To 52

Customer Bliss

MARCH 16, 2018

Especially in the early stages, make suggestions for meetings and events that the CCO should present at, participate in, or be invited to. Is there clarity in what’s expected and does the organization practice discipline around identifying what should be measured and managed? CX Click To Tweet.

Leadership 111

Leadership Engagement Chief Customer Officer Course 111