InMoment XI

JULY 13, 2022

This group (people who chose 7 or 8) tends to be satisfied, but not in the same way as promoters. You might think that a 6 is a high score to count as a detractor , but generally, this group are unhappy customers. Feed this data back into your product roadmap and to your sales team. Don’t ignore this group of customers.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Martin reveals the secrets to structuring a successful CX team with a 90-day roadmap.

Roadmap 78

Roadmap Groups Travel Consulting 78

ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. Use segmentation to group customers by preferences, behaviors, or demographics, and customize your communication accordingly.

Sales 259

Sales Customer Experience e-support Examples 259

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. Step 3: Building Long-Term CX Roadmaps CX isnt a one-time project, its an ongoing strategy.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

C3Centricity

SEPTEMBER 10, 2017

Therefore start by gathering together a group of like-minded people as your support team. Social media and Facebook groups are great for daily connections, but nothing beats the more intimate face-to-face discussions a personal meeting provides. Don’t always take a coffee or go to lunch with your team or the same group of people.

Roadmap 120

Roadmap Course Groups System 120

delighted

NOVEMBER 3, 2022

If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap? Why is a product roadmap important? A product roadmap is your plan of action for the future of your business.

Roadmap 89

Roadmap Effort Score Tips Survey 89

ECXO

MARCH 21, 2023

Develop a detailed and realistic CX roadmap: Create a detailed roadmap outlining the steps that need to be taken to achieve your CX objectives, and assign responsibility for each action item. This can be done through surveys, focus groups, interviews, and other feedback mechanisms. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Actionable Suggestion : Segment your customer base and analyze which group will benefit most from the requested feature. I’d also love to hear your experiences on this subject.

Feedback 513

Feedback ROI Innovation B2B 513

Kustomer

AUGUST 12, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 98

Roadmap Tips Travel Groups 98

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . Barbara Morton’s job as the Deputy Veterans Experience Officer at the Department of Veterans Affairs involves working with a few different groups of customers. We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

AWS Machine Learning

NOVEMBER 15, 2023

Combining accurate transcripts with Genesys CTR files, Principal could properly identify the speakers, categorize the calls into groups, analyze agent performance, identify upsell opportunities, and conduct additional machine learning (ML)-powered analytics. ©2023 Principal Financial Services, Inc.

Omni-Channel 118

Omni-Channel Financial Groups Analytics 118

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 109

Roadmap Training Data Government 109

GetFeedback

DECEMBER 21, 2018

Temkin Group ). Temkin Group ). Temkin Group ). Or maybe customers are asking for a service that’s already on the roadmap. Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price. 69% of U.S. Forrester ). Mckinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

QuestionPro Audience

DECEMBER 17, 2017

For a market research to have a reliable and productive outcome, understanding the roadmap of activities from the responses received from the database is a must. They can be considered similar to larger focus groups which comprise a wider range of respondents too! What are Online Survey Panels?

Survey 230

Survey B2C B2B Roadmap 230

eglobalis

OCTOBER 1, 2024

The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization. Breaking down these barriers opens new opportunities for agility, innovation, and better alignment with customer needs.

Customer Journeys 446

Customer Journeys Culture Leadership Effort Score 446

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. Her autobiography Can I Be Me and her latest Emotional Justice, A Roadmap for Racial Healing. She is the CEO of The Armah Institute of Emotional Justice – a global institute on implementing the Emotional Justice framework. Or, listen on: Apple Podcasts.

Roadmap 98

Roadmap Culture Policies Connections 98

Thematic

MARCH 20, 2025

Instead of manually sorting through thousands of comments, topic modeling groups similar feedback into themes like “slow performance” or “missing integrations,” helping teams prioritize improvements. Group related complaints , making it easier to detect trends across reviews, surveys, and social media.

Analytics 62

Analytics Social Media Banking Analysis 62

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Annette is the Group Customer Experience Director for the Thomas Cook Group. Episode Overview. About Annette. She is a regular speaker at CX events and conferences across Europe.

Travel 204

Travel Industry Hotels Customer Journeys 204

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

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

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

C3Centricity

DECEMBER 31, 2018

This article shares three examples that provide a clear roadmap for anyone wanting to move their customer service and engagement to the next level, by offering more than mere customer satisfaction. Essentials of Segmentation and some Simple Alternatives.

Brands 293

Brands Strategy Customer Journeys Infographics 293

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

CSM Magazine

DECEMBER 9, 2024

James Hughes, Group Head of Solutions at Sabio, explains. These pressing industry challenges and more – lie at the heart of an upcoming webinar being hosted by our team at Sabio Group, supported by our partner Avaya , on Thursday, December 12th. About the Author James Hughes is Group Head of Solutions at Sabio Group.

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

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

West Monroe

JUNE 30, 2024

Now armed with both quantitative and qualitative benchmarks, the next pivotal phase begins: prioritizing and crafting a comprehensive finance transformation roadmap. Once each opportunity is assigned, group them into cohesive initiatives that are interlinked and dependent of each other.

Roadmap 52

Roadmap Government Resources Financial 52

Alida

DECEMBER 7, 2018

This insight empowers QVC to be more reactive and agile in their roadmap and attract new, younger audiences whilst still catering to their traditional customer base. TV viewers vs. online users) and tailor their offering based on the powerful insights from these groups of individuals. Conclusion. Customer data is all around us.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

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

GetFeedback

MAY 4, 2018

Get their take before you develop new features and plan the product roadmap. When you give a select group of customers early access to new products, you get direct feedback from your target audience. Host focus groups. Record the focus group. Rethink how you prioritize feature requests. Aim for 8-10 participants.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

Experience Investigators by 360Connext

JUNE 22, 2021

If you don’t know who this group is, here are a few ways to identify these customers: Evaluate renewal data and investigate the customer journey for those who didn’t renew. Use that information to inform your roadmap for improvements. Or maybe they have been trying to share feedback , but don’t feel heard.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

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. InMoment has created a digital transformation roadmap to help you create successful digital experiences in your organization. References Boston Consulting Group.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

Comm100

APRIL 17, 2018

In the same group of customers, 81% confessed that they would be pleased to leave feedback if they knew they’d get a response quickly. Create some simple boards like “Product ideas,” “Coming up” and “Roadmap” to get the ball rolling. Each employee gets a feel for the priorities, roadmap and keeps tabs on new requests.

Feedback 214

Feedback How To Roadmap Survey 214

CSM Magazine

FEBRUARY 12, 2025

But here’s the thing: successful CX transformation isn’t about jumping on the latest tech bandwagon it’s about following a proven roadmap to results. For example, our partnership with Davies Group resulted in a comprehensive deployment of Genesys Cloud CX and Salesforce Service Cloud Voice across 2,000 seats globally.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

CSM Magazine

DECEMBER 16, 2024

The roadmap includes extending similar capabilities to other communication channels, such as SMS and rich communication services (RCS). Kaleyra AI will initially be available in beta to a select group of Tata Communications customers early next year.

Communication 52

Communication Engagement Customer Engagement Competitive Advantage 52

CSM Magazine

NOVEMBER 21, 2024

a leading global CX (customer experience) technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital , announced today that TTEC Digital has been recognized as a Major Contender in the 2024 Everest Group PEAK Matrix ® Assessment for Digital Transformation Services for Mid-market Enterprises.

Case Study 52

Case Study Roadmap Innovation Contact Center 52

Customer Bliss

JANUARY 25, 2019

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? Established an internal CX council and governance.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. It’s not an official product advisory group—we pull in different types of customers depending on the topic. Connie Kwan.

Feedback 117

Feedback Roadmap ROI Case Study 117