Thematic

MARCH 20, 2025

By using Thematic’s AI and human expertise , Atlassian uncovered key customer pain points and improved its product roadmap​ Key takeaway: Companies that act on pain points fast gain a competitive edge—73% of consumers will switch to a competitor after multiple bad experiences.

Analytics 62

Analytics Social Media Banking Analysis 62

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

CSM Magazine

JANUARY 20, 2025

When used right, these numbers provide actionable insights to fine-tune content, improve user experience, and boost satisfaction. Quick load speeds contribute directly to a smoother, frustration-free experience. When done right, the data doesn’t just sit in a spreadsheetit becomes the roadmap for meaningful improvements.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

GetFeedback

MAY 4, 2018

Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Get their take before you develop new features and plan the product roadmap. Nothing will get you up to speed faster or give you a clearer sense of their user experience.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

Thematic

MARCH 22, 2022

Start with internal team testing, and when you’re happy, extend this to sample users from your target population. Have these users explore your UI, complete with a simulated backend, and then get feedback on the user experience. Is it intuitive, manageable, and user friendly?

Roadmap 62

Roadmap Feedback Analytics Analysis 62

Thematic

MARCH 20, 2025

They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. A customer insights framework means turning customer feedback into actionable strategies that improve product experience, marketing, and customer service. Set measurable goals.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Lumoa

AUGUST 23, 2021

Shifts are critical for business survival in many cases, but they may, in turn, produce new challenges at other points in the customer journey—digital customer ID verification, safe and contactless delivery, or simple returns processes, for example.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Lumoa

JANUARY 19, 2023

For example, you will be starting to ask questions like: how does a shorter average response time help us achieve better retention? Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. Remember, not all data is created equal.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Thematic

FEBRUARY 19, 2025

User experience and training Does your insights and research team have the internal resources to train and maintain a complex system? A user-friendly platform removes bottlenecks in analysis, and helps you quickly get to actionable insights. Use Thematic to identify product issues, improve UX and refine customer messaging.

How To 62

How To Self Service Analysis Analytics 62

ECXO

APRIL 26, 2023

High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. This could be an increase in qualified leads / approved applications following the launch of a new app, for example. This makes it easier to prove ROI.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. This metric provides a quick snapshot of customer satisfaction, which is especially useful when collecting feedback from first-time users. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback How To Social Media B2C 195

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. Here’s an example of the basic layout of a product feedback loop: Build product or feature. Dive into user workflows. Launch product.

Feedback 98

Feedback Roadmap User Experience Analysis 98

ECXO

DECEMBER 26, 2023

Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. Measuring the User Experience: Collecting, Analysing, and Presenting UX Metrics by Bill Albert and Tom Tullis. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. He shares some examples of how this technology can be a difference-maker.

Customer Experience 112

Customer Experience How To Roadmap Analysis 112

Thematic

MARCH 26, 2025

Criteria Description Low-Quality Example High-Quality Example 1. For example: “Oh great, another amazing update that removed my favorite feature.” Before we dive into the examples, keep in mind that implementation isn’t the final step. Thematic gathers data from various channels and analyzes them.

Feedback 62

Feedback Social Media Analysis Survey 62

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

InMoment XI

APRIL 3, 2024

But effective omnichannel doesn’t happen on its own; it takes dedicated planning and constant refinement to ensure that every channel is connected, consistent, and capable of providing a seamless user experience. Optimize the User Experience (UX): No matter your product or service, you will not succeed.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

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). Your primary functions are: 1.

Chatbots 130

Chatbots Knowledge Base Innovation Interaction 130

AWS Machine Learning

JUNE 28, 2022

First of all, customers with a global footprint can create a consistent user experience across languages and regions. For example, an interactive voice response (IVR) system that supports multiple languages can now serve different customer segments without changing the feel of the brand. Example use case.

Roadmap 87

Roadmap Contact Center Examples Brands 87

Oracle

JUNE 29, 2018

The future of CX depends on a delicate balance between automation and human interaction, which is why chatbots have an important role in companies’ strategic roadmaps. Here are two chatbot examples that can teach valuable lessons on how to navigate and build a chatbot strategy for better customer experience. .

Chatbots 40

Chatbots Examples Roadmap Healthcare 40

Centercode

JUNE 4, 2019

Consider, for example, that the Oculus Quest has a hardware component, software component, the Oculus mobile app, and its own internal app store where players can purchase and manage their games. Testing with customers does the double duty of confirming earlier user research and expanding on it with nuanced attitudes and sentiments.

eBook 66

eBook User Experience Roadmap System 66

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. A great example of this is Amazon ‘s 1-Click feature , which allows customers to purchase items with just a single tap, bypassing the need to re-enter payment or shipping details.

Ecommerce 109

Ecommerce Survey Retail NPS 109

CX Workout - Ideas Blog

NOVEMBER 3, 2020

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? But when the Decooda Imaginative Question (CX I.Q.)

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

Guavus

FEBRUARY 17, 2022

Because when you achieve that goal of combining innovation with a rich user experience, things that used to be perceived complicated or unreachable become fluid and easy to process. For example, customer-centric KPIs can indicate: The severity of voice experience anomalies. A relief that requires patience.

NPS 98

NPS Net Promoter Score Customer Centricity Analytics 98

Retently

JANUARY 19, 2023

The product comes next, featuring a value proposition that addresses customer needs and includes the necessary features; followed by the user experience where customers test/use your product. Businesses can only analyze and research these two layers, as they do not have control over them. So, what is a product-market fit survey?

Measurement 157

Measurement Survey Marketing Effort Score 157

Retently

MAY 2, 2023

Example of CSAT survey CES , which stands for Customer Effort Score, is another satisfaction metric that measures how easy or difficult it is to interact with a product or service. Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap.

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

TechSee

AUGUST 31, 2022

For example, strong platform integrations into your existing stack should make it easier for team members to use visual, AR and more – without needing to think about. This requires meeting the customer or end-user on their terms. Provide users with the option to launch a visual workflow (we call this a visual journey ).

Engagement 109

Engagement Self Service Video Culture 109

SuiteCX

JUNE 1, 2015

Customer Interactions / Transactions refer to the way in which a customer interacts with the company’s touch-points, for example opening an email, sharing a link, attending an event, or complaining on social media. Roadmap refers to the plan of action based on what was learned in the Journey Mapping effort.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

delighted

JUNE 29, 2021

For example, Uber and Lyft can fit the needs of people who want an easily accessible method of transportation on demand. These are users who do not have the patience to call up a cab company and wait for them to find a driver in your area – these users also may not want human interaction. This is the UX or the user experience.

Measurement 95

Measurement Net Promoter Score Marketing How To 95

Thematic

JULY 11, 2022

We’ll also give some examples of how leading companies use thematic analysis to better understand their feedback data. Examples of CAQDAS solutions that can be used for thematic analysis include ATLAS.ti, NVivo, MAXQDA, and QDA Miner. In the example below you can see the codes that have been selected in the right-hand panel.

Analysis 77

Analysis Roadmap Banking NPS 77

DCX

JANUARY 12, 2025

It’s about understanding: Goals: What does the user really want to achieve? Adaptability: How can the experience shift based on what’s happening in the moment? Quick Win for You: Find one place in your user experience where you can anticipate what someone might need next.

Virtual Agent 52

Virtual Agent Chatbots Retail Leadership 52

Wootric CX Blog

SEPTEMBER 23, 2020

Example of an in-app NPS microsurvey in Spanish. Let’s say, for example, you’re a SaaS customer who just finished an in-depth training for a new product. For example, using email for questions about a support interaction and in-app surveys for feedback on product experience. . Close the loop with respondents.

Survey 98

Survey Net Promoter Score Effort Score How To 98

Gainsight

JULY 27, 2022

Not only must you focus on areas such as user experience, strategy, and analytics, but you also need to care about how the product is built, marketed, sold, and serviced. On the other hand, you don’t want to stray too far from your carefully calibrated roadmap, nor do you want to overwork your staff. that keeps the fish fed.

Roadmap 59

Roadmap Government System Sales 59

Happy or Not

APRIL 4, 2022

More flexibility, more integration and better omnichannel capabilities – those were the three themes in this year’s roadmap introduced in the first blog post of the year. We already have successful examples of customers using our data and integrating it with e.g. PowerBI and other systems through the API.

Omni-Channel 69

Omni-Channel Roadmap Feedback Analytics 69

Gainsight

APRIL 5, 2022

What are some examples of multi-product companies? Some of the biggest examples of multi-product companies are Apple and Microsoft. For product leaders and managers who receive feedback from all directions, it can be especially hard to pin down a direction for product roadmaps in these multipronged companies.

Company 52

Company Multi-Channel Roadmap Analytics 52

ShepHyken

AUGUST 25, 2024

Finally, the initials you don’t see often enough are used, and that’s MX, as in Multi-Experience. That is the combination of the EX, the CX, and the UX (User Experience). There is even a suggestion on the KPIs you use to measure the success of an EX initiative. The benefits are numerous. But many leaders struggle to get there.

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

Totango

JANUARY 26, 2021

For example, if you sell a subscription SaaS product, a simple procedure for calculating your monthly churn rate would be: Take how many subscribers canceled their subscriptions that month. For example, they may experience: Onboarding stage: Difficulty completing product activation in the onboarding stage.

Customer Retention 94

Customer Retention e-support Analysis Customers 94