Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . You regularly share data and insights with leadership. . Imagine yourself a year from today.

Resources 369

Resources Customer Journeys Video Customer Experience 369

ECXO

OCTOBER 5, 2023

Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge. Fine-tune your wisdom in governance, engagement, maturity roadmap, and tying-in to corporate strategy. For more information, please email success@ClearAction.com with any questions or to request a conversation.

ROI 156

ROI Video Government Leadership 156

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. Why governance?

Industry 52

Industry Healthcare Government Guidelines 52

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. With the stakes this high and the current business environment this challenging, company leadership shouldn’t shy away from investing in a digital transformation framework that’s calibrated to deliver success. Choose the Right Leadership.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

ECXO

MAY 11, 2023

This understanding will help you identify gaps and opportunities for improvement and develop a roadmap for transformation. The model assesses a company’s maturity in six key areas: customer understanding, measurement, governance, strategy, design, and culture. Ensure that leadership comes from the top to drive the change.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. He put together a one-page roadmap and brought it to the senior leadership team. How did he present the journey map to leadership?

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

InMoment XI

AUGUST 25, 2023

You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership. They have managed to align their CX strategies closely with their business goals, providing a roadmap for other organizations aiming for similar success.

How To 195

How To ROI Net Promoter Score Measurement 195

West Monroe

APRIL 22, 2024

Once the to-be is drafted and socialized, we recommend leadership also develop a robust technology roadmap to guide the transition to target state. Global vs. regional approach to IT governance Strategic integration management often balances a regional and global approach to systems, processes, teams, and budgets.

Government 52

Government Sports Resources Leadership 52

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. Why governance?

Industry 40

Industry Government Leadership Healthcare 40

Experience Investigators by 360Connext

AUGUST 22, 2023

Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. At the customer level, consider data like purchase history, issues or tickets submitted, referrals made, and attendance or participation in your events and training. That’s not true. Even so, we need to change their perception.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Qualtrics

FEBRUARY 18, 2020

Check out our guide to the must-see sessions for government and public sector organizations at X4. There are stories of XM in action, thought leadership from the best in the business, and much, much more. Take a deep dive into XM in government. World-class thought leadership. What’s new in XM. But why the slow progress?

Government 29

Government Leadership Roadmap Culture 29

Gainsight

FEBRUARY 9, 2021

PTC placed CS Ops leadership in the hands of Emmanuel “Manny” Govignon (Vice President of Operations, Customer Success Management) and Scott Trimmer (Business Relationship Manager on the IT team). Governance has some straightforward value, such as agreeing on a roadmap, alerting stakeholders of upcoming changes, and surfacing redundancies.

Government 52

Government Roadmap Leadership Customer Success 52

DCX

OCTOBER 6, 2024

This week, I've got a bunch of great articles that show how customer experience and leadership are changing in our AI-powered world. We'll look at how to juggle speed, data, and user experience in product management, and flip the script on leadership by exploring why top CX pros don't always need to manage people.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

This week, I've got a bunch of great articles that show how customer experience and leadership are changing in our AI-powered world. We'll look at how to juggle speed, data, and user experience in product management, and flip the script on leadership by exploring why top CX pros don't always need to manage people.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

Experience Investigators by 360Connext

JANUARY 10, 2023

You clearly aligned your CX goals with what was most important to your organizational leadership. . 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. You regularly share data and insights with leadership. .

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

AWS Machine Learning

APRIL 22, 2024

Organizations are facing ever-increasing requirements for sustainability goals alongside environmental, social, and governance (ESG) practices. This guide can be used as a roadmap for integrating generative AI effectively within sustainability strategies while ensuring alignment with organizational objectives. A Gartner, Inc.

Roadmap 124

Roadmap Competitive Advantage Innovation Self Service 124

ClearAction

FEBRUARY 13, 2023

In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks.

Sports 71

Sports Customer Experience Handbook Case Study 71

DCX

SEPTEMBER 15, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Transparency: Neko's commitment to sharing information about clinical studies and leadership demonstrates the value of building trust through openness. UnF*cking CX is Zack Hamilton’s new no-nonsense take on the customer experience world.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Transparency: Neko's commitment to sharing information about clinical studies and leadership demonstrates the value of building trust through openness. UnF*cking CX is Zack Hamilton’s new no-nonsense take on the customer experience world.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

ECXO

DECEMBER 20, 2023

We all work in regulatory environments which govern the way we use data and protect customer privacy. Get executive buy-in, build a cross-functional team and bring data to the C-Suite and leadership teams Get senior buy-in and align stakeholders around the new CDP / personalisation roadmap.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. Benefits of customer success roadmap. A roadmap helps you deliver the promises you have made to them in the initial stages. Few direct benefits of having a roadmap are: Customer retention. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Data governance is also critical, and often overlooked. People and leadership: Being digital is not just about technology.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Roadmap and an execution plan to meet your objectives. Data governance is also critical, and often overlooked.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

AUGUST 11, 2022

This article was originally featured in the August 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Leadership roadblocks. Governance. All Rights Reserved.

Exercises 52

Exercises Roadmap Leadership Technology 52

Customer Bliss

NOVEMBER 29, 2016

What sets Donna apart is that she has charted her path by rising through a variety of leadership, operational and revenue generating roles in highly regulated and uniquely challenging industries. Create a roadmap with simple initial wins. Leadership engagement. Accountability and governance in place. Communication.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

West Monroe

MAY 17, 2023

Gives more control over all aspects of the product development lifecycle and what features/functionalities are prioritized on the product roadmap, resulting in smoother implementations, greater adoption, and control over the evolution of key business solutions. Avoids ongoing external costs for enhancements and maintenance.

Banking 52

Banking Technology Innovation Roadmap 52

Customer Alignment

MARCH 2, 2018

Day 61-90: EXECUTE a roadmap which breaks down how and when you will get to the blueprint Establish and agree the high-level work streams with the wider working team. Ensure these work streams underpin the blueprint and structure them into a time bound roadmap. The roadmap process is ongoing and iterative.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

West Monroe

APRIL 3, 2023

To be successful, utilities need a dedicated process for proactively identifying interdependencies across a project’s lifetime—from establishing governance to tracking timelines to risk management. Even small-scope changes can cause a ripple effect of delays.

Management 52

Management Government System Technology 52

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. Purposeful Leadership: Leaders operate consistently with a clear set of values. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Gainsight

AUGUST 2, 2021

If you have ever waited in line for a COVID test or vaccine, you understand how successful operational leadership can hinder or accelerate a positive customer experience. In most organizations, CS Operations governs six key components: Reporting. for senior leadership. So, who’s the right person to lead CS Ops?

Fashion 52

Fashion Leadership NPS Report 52

West Monroe

AUGUST 11, 2022

This article was originally featured in the August 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Leadership roadblocks. Governance. All Rights Reserved.

Exercises 40

Exercises Roadmap Leadership Technology 40

GlowTouch

SEPTEMBER 18, 2020

In most organizations, the culture is a living entity, shaped initially by the values of a company’s founders or its leadership, then evolving over time as a business matures and becomes stable. Organizational leadership has to live up to its name, reinforcing the norms put in place to govern the office.

Culture 52

Culture Company Government Leadership 52

One Millimeter Mindset

AUGUST 18, 2020

If you look for a domino effect, which single constraint governs what happens for the other two constraints? Time to develop a new professional roadmap? If so, what do these constraints share as their common denominator? How would you prioritize these strategic, tactical and mindset constraints? Someone else? Or you, yourself?

Roadmap 89

Roadmap Government Communication Innovation 89

West Monroe

APRIL 6, 2022

Gives more control over all aspects of the product development lifecycle and what features/functionalities are prioritized on the product roadmap, resulting in smoother implementations, greater adoption, and control over the evolution of key business solutions. Avoids ongoing external costs for enhancements and maintenance. Considerations.

Banking 52

Banking Technology Marketing Roadmap 52

West Monroe

MAY 17, 2023

Gives more control over all aspects of the product development lifecycle and what features/functionalities are prioritized on the product roadmap, resulting in smoother implementations, greater adoption, and control over the evolution of key business solutions. Avoids ongoing external costs for enhancements and maintenance.

Banking 40

Banking Technology Innovation Roadmap 40

West Monroe

JUNE 23, 2017

Establish planning and leadership engagement up front. A defined implementation roadmap and rollout strategy is key to the team quickly becoming aligned and enabling a clear, focused delivery. A defined implementation roadmap and rollout strategy is key to the team quickly becoming aligned and enabling a clear, focused delivery.

Roadmap 56

Roadmap System Government Training 56