Customer Bliss

JANUARY 25, 2019

Like many other leaders in this role, he began collecting VOC data, NPS reports, complementary data, and spent time talking to people in his department. He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. Develop a CX charter.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

DCX

DECEMBER 29, 2024

Unf*ck Your CX: NPS Is Lying to You The Paper Passport Is Fading: What It Says About Our Future Zero Complaints: The Path to Continuous Value Creation Gamified Fitness: What Whoop Can Teach Us Why it matters: Whoop , the $3.6 If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Why is NPS ® going up or down? net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

ChurnZero

DECEMBER 19, 2024

We partnered with data owners across Protenus to integrate ChurnZero with Salesforce, GSuite/GCal, Slack, Zendesk, Pendo/Pendo NPS, and Skilljar, says Christa White, vice-president of customer success at Protenus. Advocacy Hero: ClearGov ClearGov used ChurnZeros segmentation and surveys to cultivate their ideal brand advocates.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Gainsight

FEBRUARY 9, 2021

With Manny and Scott in separate teams and supporting so many leaders between them, governance has become something of a superpower in their toolkit. Governance has some straightforward value, such as agreeing on a roadmap, alerting stakeholders of upcoming changes, and surfacing redundancies. So how does PTC do it?

Government 52

Government Roadmap Leadership Customer Success 52

CSM Practice

DECEMBER 4, 2020

They must have tight governance around their businesses. We went against the NPS for that specific customer. Compare it to the NPS score or the promoter score or CSAT score. When we quantified the score on the value score and we looked at the NPS score and corroborated that with usage 100% of the time, they all lined up.

How To 69

How To NPS Customers Customer Success 69

inmoment

JUNE 1, 2020

We’ve seen Australian brands turn off their VoC programs after seeing NPS scores drop. After the government announced new guidelines, we saw super funds across ANZ asked its members whether they were planning to take advantage of the $10,000 early access scheme. Brands can also ask customers how they plan to behave in the future.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Gainsight

AUGUST 2, 2021

In most organizations, CS Operations governs six key components: Reporting. The CFO and other CXOs appreciate being able to use this data to be prescriptive about roadmap decisions, act quickly on customer signals, and scale the business more efficiently. Reporting, data, and systems are on the technology side of your CS Ops functions.

Fashion 52

Fashion Leadership NPS Report 52

SurveySensum

JULY 14, 2020

Kaye Chapman is a Customer Experience and Learning Specialist, working with global Fortune 500, government, and private firms around the world to design outstanding customer experiences and to embed effective people development strategies. Lead CX Analytics and Insights Manager at CenturyLink. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

West Monroe

MAY 1, 2023

The mandate of customer support has always been to balance the customer experience with efficient, scaled operations in the context of the product roadmap and known gaps. Far less clear, however, is the roadmap on where to begin and how to utilize these capabilities quickly and effectively. That’s where we come in.

Self Service 52

Self Service Chatbots Roadmap Software 52

SurveySparrow

JULY 31, 2023

It’s like having a roadmap that guides your analytics journey. #2 4 Establish Data Governance Protecting customer data is crucial. Implement strong data governance practices to ensure privacy, security, and compliance. Set clear goals and objectives that align with your business strategy.

Analytics 52

Analytics Social Media CEM Effort Score 52

DCX

SEPTEMBER 15, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! If you’re looking to improve your customer experience by mastering key elements, this newsletter provides a clear roadmap to elevate your CX game. 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! If you’re looking to improve your customer experience by mastering key elements, this newsletter provides a clear roadmap to elevate your CX game. 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

Retently

JULY 3, 2024

Honest feedback is like a roadmap for businesses. Businesses, schools, organizations, and even governments can use these tools to gather honest feedback from their customers, employees, students, or citizens. Imagine trying to improve your cooking without ever tasting your food or hearing what others think about it.

Tools 78

Tools Feedback Analytics Survey 78

Gainsight

OCTOBER 17, 2019

Historically, board meeting agendas were often limited to corporate governance, financial performance, and sales activity. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. Chart representing the NPS of users using Gainsight NXT. CHECK OUT GAINSIGHT PX. Board Agendas: Then and Now.

Metrics 45

Metrics Meeting NPS Effort Score 45

InteractionMetrics

MARCH 20, 2025

At its core, Medallia focuses on real-time insights that reveal overarching sentiment and pinpoint specific touchpoints influencing NPS, CSAT, or loyalty. This reduces the need for manual analysis by 60% and in some cases, can boost NPS scores by 10+ points in as little as 6 months.

Software 52

Software Multi-Channel Contact Center Social Media 52

Pointillist

JULY 25, 2018

Governance Large enterprises typically have a central governance team in place that is responsible for setting project quality standards, fostering communications and sharing best practices. The decision to conduct a paid pilot depends upon your company size, project scope, internal processes and governance.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

Pointillist

AUGUST 14, 2018

The decision to conduct a paid pilot depends upon your company size, project scope, internal processes and governance. Pointillist enabled the telecom company to quantify the returns from the customer outreach investment, both in terms of ticket resolution rates and NPS scores. Build a Roadmap for Future Improvements.

Customer Journeys 41

Customer Journeys Analytics How To Metrics 41

Customer Alignment

OCTOBER 9, 2017

2) Establish an Experience Roadmap By taking time to listen to customers and understand them better, OMW has learnt how they can put a smile on customers’ faces; but they have also learnt what doesn’t. 4) Give the Business Control OMW has a governance structure in place whereby they review, monitor and prioritise activity.

Customer Centricity 40

Customer Centricity Company Case Study Roadmap 40

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

SmartKarrot

MARCH 7, 2022

Deliver key success metrics such as NPS and Net Recurring Revenue. Meet net retention and CSAT/NPS KPIs through data-driven analysis, planning, and execution. Know the product inside and out so you can manage customer activities including onboarding, training, general support, and growth.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

AUGUST 12, 2021

Proactively communicates product enhancements and provides visibility into product roadmap to client base. Measures and develops a plan to increase net promoter score (NPS). Analysing usage data, surveying users, running QBRs (Quarterly Business Reviews), presenting product roadmap, etc. Apply here: [link].

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

SmartKarrot

NOVEMBER 7, 2022

Support the strategic and on-going reporting needs of the business via QBR/MBR reporting and curation of the core metrics dashboards (customer health, CSM execution, service delivery and capacity, NPS/CSAT). Collaborate with the Product team to groom and enhance our product roadmap. Apply here: [link]. Apply here: [link]. .

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

SmartKarrot

NOVEMBER 22, 2022

You will partner with leadership across sales, ops and account management to ensure governance and standard best practices are not only in place but followed. NPS, usage metrics, etc. Set and monitor performance targets and metrics for the UK team CSM organization. Identify areas for continuous improvement.

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

NOVEMBER 19, 2020

Role: Customer Success Director, North America Location: Newton, MA, US Organization: CyberArk As a Customer Success Director, you will be responsible to accelerate time to value and drive higher product adoption by aligning customer goals to education, adoption roadmaps, and regular engagement with the customer. on usage, NPS), and others.

Customer Success 10

Customer Success Consulting Roadmap Government 10

Gainsight

MAY 13, 2020

Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around. This full picture analysis has allowed them to see an 86% accuracy rate in predicting client retention to effectively plan their roadmap for continued adoption.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Lithium

DECEMBER 28, 2020

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Deeper governance and compliance capabilities. Expanded omni-channel CSAT and NPS surveys. Khoros Communities.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Lithium

SEPTEMBER 13, 2019

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Deeper governance and compliance capabilities. Expanded omni-channel CSAT and NPS surveys. Khoros Communities.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Deeper governance and compliance capabilities. Expanded omni-channel CSAT and NPS surveys. Khoros Communities.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40