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Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

ECXO

Is this feature central to solving the most critical customer pain points identified in our strategic roadmap? By adhering strictly to its ERP roadmap, SAP ensures every update fits its vision while solving broad customer pain points. Key Questions to Ask: Does this request support our core mission and value proposition?

Feedback 391
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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. One approach is identifying value pools or key leverage points where better experience will yield financial returns.

B2B 314
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Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead

eglobalis

Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs. To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics.

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5 Fintech Tools Reshaping the Consumer Financial CX

Oracle

A new generation of CX technology is reshaping the way consumers deal with money. If you’re looking for a preview of trends and innovations in the consumer fintech space, and how they’re changing the consumer financial CX, here are five trends worth watching. AI and professional negotiators help save money.

Financial 110
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Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

eglobalis

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Does your technology stack support the requested feature? Feature development requires time, manpower, and financial investment. Offer phased development timelines if feasible.

Feedback 486
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Unlocking Employee Will: Driving Business Transformation and Customer Experience

eglobalis

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. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

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Principal Financial Group uses AWS Post Call Analytics solution to extract omnichannel customer insights

AWS Machine Learning

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. Since the initial engagement, AWS and Principal continue to work together, sharing business requirements, roadmaps, code, and bug fixes to expand PCA.