Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. This will not only provide a roadmap for implementation but also enable the tracking of progress and the measurement of the impact of CX initiatives on business outcomes. What’s the difference? Well, I would say understanding is a bit passive.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

DCX

NOVEMBER 10, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Create a seamless journey where every interaction feels connected, not fragmented. Why this matters: Customers today prioritize human interactions—friendly, positive exchanges that go beyond just delivering a product or service.

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

JANUARY 7, 2025

Use it to: Cut through the noise and focus on what really matters to customers Link CX initiatives directly to business outcomes Get practical steps to increase leadership buy-in Turn customer feedback into actionable improvements Build a results-focused CX roadmap Take 30 minutes to complete this assessment. What resources are needed?

Customer Experience 52

Customer Experience Leadership Effort Score Metrics 52

DCX

DECEMBER 1, 2024

Consider personalizing interactions, adding a human touch, or crafting delightful surprises. Pick one area—like email, loyalty programs, or chatbot interactions—and find a way to make it more personal and unexpected. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Fashion 52

Fashion Culture Trends Connections 52

DCX

JANUARY 12, 2025

Each email comes with practical tips and challenges that I could apply immediately in my day-to-day interactions. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. INFP, short for Interactive, Natural, Flash, and Person-generic, does exactly that.

Virtual Agent 52

Virtual Agent Chatbots Retail Leadership 52

DCX

NOVEMBER 26, 2024

This time, it’s not a chessboard that’s being disrupted—it’s how businesses interact with their customers. The companies leading the charge will be upfront about when you’re interacting with AI and when you’re not. Fast forward 27 years, and we’re standing at the edge of another revolution.

Customer Service 52

Customer Service e-support Customer Centricity Sales 52

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. Each email comes with practical tips and challenges that I could apply immediately in my day-to-day interactions. Course Details “What stood out was how action-oriented the course is.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Customer Bliss

AUGUST 3, 2018

There’s a human at the end of all of the decisions and interactions we’re making, and though we have tools to help us, it’s still the human element and thoughtfulness that helps us connect to our customers and provide a worthwhile experience. A holistic approach is required to get real results. Focus more on your own people and teams.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Thematic

MAY 22, 2019

And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. Use team exercises to highlight how customer service feels in your company. Turn the CFO into your biggest ally.

Exercises 97

Exercises ROI Conference Video 97

DCX

DECEMBER 22, 2024

Let’s dig in and see how we can make every customer interaction a win. From Guessing to Knowing How it works: Advanced AI tools turn every interaction into a nugget of insight, building detailed profiles for each customer. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Retail 52

Retail Self Service Tips Customer Centricity 52

DCX

FEBRUARY 2, 2025

Customers expect fast, seamless, and personalized interactions across all channels—and it’s up to you to deliver. Get ahead by predicting needs, personalizing interactions, and making CX an invisible (but powerful) part of the entire experience. Competition is fierce: Brands investing in digital CX are pulling ahead.

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

Customer Bliss

MAY 5, 2015

Inhibitor 6: Not Having Clear Communication to the Organization that Walks People Constantly through the Roadmap, and Actions, and Behaviors to Model . Work to Remove the Inhibitor: Use clear communication when you to walk the people through the roadmap, actions and behaviors to model.

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

DCX

JANUARY 5, 2025

Each email comes with practical tips and challenges that I could apply immediately in my day-to-day interactions. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. ” Watch how customers interact, gather feedback, and tweak it constantly to make it better.

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52

Help Scout

APRIL 27, 2021

They are usually willing to inform your product roadmap by giving you useful insights into how they use or what they want to see in your product. During all interactions, mirror back the experiences of customers with understanding. Customers want to interact with human beings who are warm, friendly, and helpful.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

DCX

NOVEMBER 17, 2024

Next-level CX tips Use AI to personalize: AI can sift through data and help you customize customer interactions in ways that feel magical. Stay curious: Even if smart glasses aren’t in your wheelhouse, this is a great example of how tech can transform customer interactions. Are there points where friction creeps in?

Social Media 52

Social Media Leadership Customer Centricity Tips 52

DCX

JANUARY 19, 2025

With Flow, brands can create interactions that feel natural, breaking down barriers to customer trust and satisfaction. By focusing on exceptional service and meticulous attention to detail, you can create a lasting, positive impression that extends across all customer interactions. Join the global community of 1,000+ CX trailblazers!

Travel 52

Travel Customer Centricity Culture Brands 52

DCX

JANUARY 14, 2025

Automating Routine Customer Interactions What AI Can Do: Chatbots can handle common questions like, “Where’s my order?” It can even simulate customer interactions for training purposes. But it’s not so great at things like: Understanding emotional or cultural nuances in customer interactions.

Customer Experience 52

Customer Experience Social Media Chatbots Customer Journeys 52

Maru Group

APRIL 17, 2023

At Maru, we quantitively capture each emotional component and how they interact to form your brand’s emotional equity. This whitespace exercise allows you to see what emotional levers are aligned or similar and which need to be adjusted to attract more consumers to your brand or product.

Measurement 74

Measurement Exercises Roadmap Consumers 74

DCX

JANUARY 28, 2025

You’re Missing the Emotional Piece: Your data shows how efficient your processes are, but it doesn’t capture how customers feel about their interactions. Observe in Real-Time: If possible, watch customers interact with your tools or services. Efficiency might be your metric, but empathy could be theirs.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Bold360

MAY 5, 2020

They’ve already been doing a lot of the day-to-day practices and exercises that COVID-19 requires. In an office, you see people coming and going from meetings and interacting with other people. Use the opportunity you have right now to set up your roadmap and playbook. This is their time to thrive. Adrian Brady-Cesana.

Customer Journeys 87

Customer Journeys Loyalty Programs Roadmap Exercises 87

SuiteCX

NOVEMBER 3, 2015

ng a top CX Program Yields Real Business Results Thought Leadership Comfortable customers already in a relationship want you to remember them and communicate with them with relevance, using that knowledge.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

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 124

Effort Score Training Roadmap Examples 124

ProProfs Chat

JULY 6, 2018

It really doesn’t matter, how great your product is or how talented your staff is, one of the things (and the most important one) that makes a mark on customers is the direct interaction they have had with your company. Those direct interactions have to be pleasant and precise. Your everything is on them during the interaction.

Customer Service 100

Customer Service Tips Culture Customers 100

Totango

FEBRUARY 5, 2019

Establish a customer journey roadmap that creates realistic expectations and lets you know if progress has stalled. Regular engagements with your support staff and repeated questions around similar issues are a warning sign that you need to implement a new level of training or elevate your interactions. Rapidly Onboarding.

ROI 76

ROI Customer Success Strategy Effort Score 76

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. The goal is for you to begin developing your roadmap by the time you finish reading this book.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

SurveySparrow

SEPTEMBER 29, 2023

It’s like a creative brainstorming session, but with a specific focus: improving the way customers feel when they interact with a business. Incorporate interactive exercises, brainstorming sessions, and role-playing to keep the energy high and the creativity flowing. Combine presentations, visuals, and practical exercises.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

DCX

SEPTEMBER 29, 2024

As this technology becomes more accessible, companies of all sizes can leverage it to make data-driven decisions and create more personalized, effective customer interactions. If you’re serious about getting everyone on the same page, this is your roadmap!

e-support 86

e-support Customer Centricity Apparel Leadership 86

Kitewheel

MAY 18, 2021

Then, turn journey mapping from a static exercise to a roadmap for action. Turn Journey Mapping Into A Roadmap For Action. The ability to automate repetitive interactions in real-time. In this blog, we explore three ways you can supercharge your customer experience. First, close the loop from analytics to orchestration.

Customer Journeys 52

Customer Journeys Customer Experience How To Roadmap 52

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. From a high level, this is a goal we’ve always tried to achieve. No one wants to do that.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

One Millimeter Mindset

AUGUST 22, 2018

Also, the exercises we undertake, collaboratively, give us all permission to move beyond what is traditionally acceptable. Consequently, they do not develop or exercise any degree of creativity when working with clients. Especially when we now have a roadmap and an actionable, accountability plan. And then what happens?

Exercises 51

Exercises Customer Retention Roadmap Innovation 51

Wootric CX Blog

SEPTEMBER 2, 2020

From start to finish every interaction was seamless. Once you’ve made a decision to hire someone, create opportunities for the new hire to interact directly with customers as part of their onboarding process. Think about the last time you had an incredible experience with a company. You can do this in several ways.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

SurveySensum

FEBRUARY 1, 2021

And if you understand the customer persona you are interacting with, you need to capture its customer journey from point A to point B. helps you set and prioritize your roadmap plan. Who all should be involved in the customer journey mapping exercise? Should you involve customers in the Customer Journey Mapping exercise?

Customer Journeys 52

Customer Journeys Exercises Customer Centricity Customers 52

SurveySensum

MARCH 28, 2024

Creating a roadmap of your deadlines, setting realistic goals, and breaking them down into manageable tasks can make a world of difference. Include time for exercise, socializing, and relaxation to maintain a balanced lifestyle. Adjust them according to your needs and the context of your feedback-seeking interactions.

Strategy 52

Strategy Study Roadmap Exercises 52

Happy or Not

MARCH 28, 2022

This informs our roadmap: When we develop new solution components, it’s always with simplicity in mind. . Any of those moments of staff interaction could be a (positive or negative) peak experience for a customer. Finally, strongly consider informing respondents that the surveys are anonymous (if they are). .

Measurement 69

Measurement Customer Experience Customer Journeys How To 69

ChurnZero

FEBRUARY 26, 2021

Most Customer Success and Product interactions center around customer feedback. Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. Take the initiative to align on your product roadmap.

Customer Success 59

Customer Success Company Management Roadmap 59

Kustomer

APRIL 28, 2022

When customers encounter too many pain points while interacting with your brand, chances are they won’t shop with you but will move on to a competitor. It’s hard to make something that isn’t just this one time exercise. Ensuring that your customers have a seamless experience is key to retaining loyalty. Read More Hide.

Customer Journeys 81

Customer Journeys Management Roadmap Groups 81

Gainsight

SEPTEMBER 13, 2019

That’s a vehicle for the customer to interact with a product and try it before they buy it. How are they interacting with the product? Visibility into where you should be spending your time experimenting is a table stakes growth exercise and Gainsight PX gives me that visibility. Look at companies who have a free trial.

Analytics 65

Analytics Sales Roadmap Exercises 65