Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . In this conversation, Rob also addresses the importance of leadership believing that earning the loyalty of customers and employees is central to the strategy of the business.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Retently

MARCH 11, 2025

A CX Manager helps marketing teams use customer data wisely whether its recommending products based on past purchases, segmenting email lists for more relevant messaging, or tailoring promotions to different customer groups. Monthly presentations for leadership , highlighting CX-driven improvements and business impact.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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 16, 2024

Training and Support: Provide tailored training programs that meet the needs of different user groups, ensuring they are comfortable with the new tools. Leadership Buy-In: Engage leadership to act as champions for the initiative. References Boston Consulting Group. Flipping the Odds of Digital Transformation Success.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

AWS Machine Learning

JUNE 24, 2022

The steps can be grouped in preprocessing, training, batch inference, and postprocessing (evaluation). We can store the models produced by a feature branch-based ML pipeline in a separate feature model group and decommission them during a merge request with the main branch. Standardising data structure.

Roadmap 105

Roadmap Training Data Government 105

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. Customer feedback dashboards. And they thought – hey, we know our customers!

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

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. Both groups of technologies can be utilized to make analytics more actionable. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Thematic

MARCH 20, 2025

Who needs access to insights—product teams, marketing, customer service, leadership? Group customers by demographics (age, location), purchasing behavior (high vs. low spenders), and user preferences (mobile vs. desktop users). Encourage leadership teams to use customer feedback when setting strategies.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. How the CX ROI Metrics Roadmap Works Gold : First, your CX team facilitates earnest use of customer experience insights for growth efforts: Products and services : new, upgrades, and lite versions.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. You’ve probably already identified the issue here, right?

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

ShepHyken

DECEMBER 18, 2020

As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. In the months that followed, I worked with leadership teams that were leveraging technology to drive connections with their employees and customers. What a year 2020 has been!

Leadership 78

Leadership Customer Experience Consulting Roadmap 78

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. Join a planned series or set up a private series with your small group or for yourself.

ROI 156

ROI Video Government Leadership 156

Retently

MARCH 17, 2025

Perfect for CX managers, operations, and leadership teams who need strategic insights to optimize operations and refine policies. Useful for leadership, c-suite, stakeholders , and annual strategy meetings. Perfect for cross-functional teams where support, CX, and leadership all need to stay aligned. The result?

Report 90

Report How To Effort Score NPS 90

Customer Bliss

APRIL 4, 2018

Use this knowledge to identify the capabilities and roadmap you’ll need to identify the capabilities and the roadmap that you’ll all build together to get to the place where the company needs you to be to be. Get leadership involved. Leverage the knowledge of your needs from peers. Is it going up?

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. Many SaaS companies, for instance, have a live roadmap on their website or in their community.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Customer Bliss

AUGUST 23, 2018

5 Steps to CX Management in the First 3 Months of Your Leadership Role. He created two separate groups to analyze the different aspects of the customer experience. Anand then divvied up the analytics per each group and went through the specific issues for the groups to address. Determine where you can find quick wins.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Customer Bliss

SEPTEMBER 17, 2015

We have great success by first meeting with cross-silo groups of employees to engage them in the one company responsibility to customer experience. If done well, it ends with a group of energized people – many whom you’ll want to tap when customer issues fall into their part of the experience.

Touchpoint 100

Touchpoint Roadmap Customer Journeys Leadership 100

Thematic

MARCH 30, 2025

With four very different customer groups—shoppers, consumers, retailers, and advertisers—they were overwhelmed by fragmented feedback. But by centralizing customer feedback using AI-powered text analytics , they gained a clear picture of each group's needs and optimized the experience across the board.

Customer Insights 62

Customer Insights Data Analytics How To 62

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. It’s important to make sure that the CCO or executive leadership does not do this in a vacuum and then try to “throw the brick over the wall” to the leaders to rubber-stamp.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

CSM Magazine

OCTOBER 22, 2024

“ What Contact Centres are Doing Now ” – jointly sponsored by Sabio Group, lifts the lid on what’s really happening in the UK contact centre industry, having been pulled together following conversations with more than 200 contact centre professionals across the country. Only a mere 15.3% And there’s more!

Groups 52

Groups Roadmap Course Report 52

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. When first starting in your new #CX leadership position, form supportive partnerships. I always say, know who to dance with - be sure you have an ally in this work. #CX

Government 111

Government Chief Customer Officer How To Roadmap 111

Oracle

AUGUST 21, 2018

PipelinePros, the Oracle Commerce User Group, is packing up its North America Insight conference and taking it to Europe on September 17 th and 18 th in Lisbon, Portugal. The post PipelinePros Brings Oracle Commerce User Group Conference to Europe appeared first on SmarterCX.

Conference 44

Conference Groups Roadmap Leadership 44

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. It’s important to make sure that the CCO or executive leadership does not do this in a vacuum and then try to “throw the brick over the wall” to the leaders to rubber-stamp.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

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. Both groups of technologies can be utilized to make analytics more actionable. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Comm100

OCTOBER 30, 2017

The standard definition of a silo mentality is “when several departments or groups do not share information or knowledge”. Share information on projects in progress as well as projects on internal roadmaps, and solicit membership from other teams. Download Now. Silo Mentalities. Focus on shared goals and targets. Outsourcing.

Contact Center 164

Contact Center Tips Management Call Center 164

SurveySparrow

MAY 24, 2023

Leadership isn’t a title; it’s a circle of influence that spreads across an organization, nurturing its growth and sustainability. This comprehensive view is exactly what the Leadership Circle 360 brings to the table. What is Leadership Circle 360?

Leadership 52

Leadership Culture Feedback Tools 52

Customer Bliss

APRIL 11, 2018

This foundational research helped her develop strategies for figuring out how to reach these groups of people. Create a 90-day roadmap. Engage leadership. She needed to know where Mayfair was in the market place, who were the customers, who were employees, and what the demographics of patients were. Find some quick wins.

Customer Experience 135

Customer Experience How To Healthcare Hospitality 135

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. Your customer experience strategy should impact whom you hire, how you train people.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Qualtrics

APRIL 25, 2019

It’s a sobering stat, and one which is going to take on greater importance as younger generations – millennials through to Generation Z – become the dominant groups within the workforce. The post A roadmap for closing the diversity & inclusion gap appeared first on Qualtrics. A New Approach to D&I. Book a demo.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

ChurnZero

MARCH 22, 2023

There are many reasons this is happening, but one major reason is that many CS groups haven’t set up their program with the foundations it takes to run an efficient operation. Sometimes it can help to have a facilitator work with your team, especially if there is friction between groups. Journey mapping doesn’t have to be complicated.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

Customer Bliss

MARCH 24, 2015

It is really important to make sure that the CCO or executive leadership does not do this in a vacuum and then try to “throw the brick over the wall” to the leaders to rubber-stamp. We have a roadmap for the customer work and know where progress will be measured. __ YES we do __ NO we do not. Debate them with top leadership and board.

Tips 100

Tips Chief Customer Officer Effort Score Leadership 100

SuiteCX

MARCH 31, 2015

Center of excellence managed by Cust Exp person from BU Decentralized Journey Governance Dispersed groups working on journey mapping. No common tools or process. Governance is focused on enhanced data, process innovation and new customer metrics. Level of maturity.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Customer Bliss

JULY 26, 2016

In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation. Get moving.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

ChurnZero

DECEMBER 19, 2024

A custom dashboard for adoption scorecards , shared across NinjaCats leadership and CSM teams for a unified view of adoption metrics. Our solution was to establish the ClearChampions User Group, using ChurnZero surveys, to engage some of our most valued clients for their feedback. Account Insights for individual adoption tracking.

Customer Success 52

Customer Success Meeting Self Service ROI 52

ClearAction

MARCH 21, 2017

The 3 pivotal factors of business performance outlined above are internally enabled (or thwarted) by 3 foundational levers: (A) Cross-Functional Collaboration: The extent to which employees interact, share information, work with, and assist colleagues from other work groups. Business Performance Leadership.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Customer Bliss

JUNE 16, 2015

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Do you convene a forum of cross-company groups to determine the customer priorities for the upcoming year? Do You Capitalize on Annual Planning to Manage Customers as Assets?

Management 100

Management Social Media Roadmap Metrics 100

CSM Magazine

NOVEMBER 25, 2019

However, without a defined strategy and optimized implementation, bots can lead to frustration for customers, agents and leadership. Then create an ongoing roadmap for adding functionality to your bot, adding answers to more and more questions as they become relevant for your business. Create seamless transitions.

Chatbots 87

Chatbots Strategy Customer Experience Roadmap 87