InMoment XI

AUGUST 16, 2024

UX and Product Testing User experience (UX) is a critical factor in successful digital adoption. Before fully rolling out new technologies, conduct thorough UX and product testing with actual end users—whether they be employees, customers, or both. References Boston Consulting Group.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

Gainsight

JUNE 21, 2022

When it comes to creating product roadmaps, product leaders face a plethora of challenges. . The good news is that there’s a simple fix: with product analytics powering the operation, creating impactful product roadmaps is a breeze. Why is your product roadmap important? Building a product roadmap is one thing.

Roadmap 52

Roadmap Analytics Analysis User Experience 52

Customer Bliss

OCTOBER 24, 2017

Ultimately, Anahita informs us of how important it is to set up customer roadmaps that are inclusive of the journeys of all customers, especially your employees, the backbone of your company. Key Takeaways. Work should be less about ownership and more about uniting and creating Click To Tweet.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Thematic

APRIL 1, 2025

Market Research & Focus Groups: Provide deeper context around customer needs. Customer segmentation is the step where you group customers into categories to understand each group better. Segmentation enables personalized insights—you’ll know what each group cares about. Why personalize?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Thematic

MARCH 20, 2025

They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. A customer insights framework means turning customer feedback into actionable strategies that improve product experience, marketing, and customer service. Implement A/B testing.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. Text analytics can be applied to NPS responses to help uncover valuable insights by: Grouping comments into general themes to identify common customer pain points and thus, help you understand how to improve their experience.

Analysis 109

Analysis Feedback NPS Effort Score 109

ECXO

APRIL 26, 2023

High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. Joint planning – the customer experience lead and the design lead work together to develop a strategic CX plan. This makes it easier to prove ROI.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. From Discord servers to Facebook groups, these communities provide access to targeted opinions and help boost your brand culture. Why is Collecting Customer Feedback Important? Keep it simple.

Feedback 195

Feedback How To Social Media B2C 195

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

SuiteCX

JUNE 1, 2015

Loyalty -is faithfulness or a devotion to a person , country , group, or cause. Roadmap refers to the plan of action based on what was learned in the Journey Mapping effort. User Experience (UX) UX refers to the design of an experience to deliver the best experience for a consumer to use your product/service.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Gainsight

MARCH 21, 2022

Pressure is pushing down on product leaders and managers to deliver an unbeatable user experience—and for good reason. Mastering the user experience can drive up everything from revenue and engagement to product growth. Why are user behavior analytics important? How can you leverage user analytics and drive growth?

Analytics 52

Analytics Roadmap How To Analysis 52

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Customers answer on a scale of 0-10, and based on their responses, they are grouped into Promoters , Passives , or Detractors. Naturally, the higher the score, the more satisfied and loyal customers are.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Thematic

JULY 11, 2022

Affinity mapping groups data into clusters based on their similarities. Once you’ve grouped together certain phrases or sentences, it will be easy to see the overarching themes in your data. Step three: From themes to taxonomy Our AI now groups the themes into a hierarchy, also known as a taxonomy or a code-frame.

Analysis 77

Analysis Roadmap Banking NPS 77

Thematic

MARCH 26, 2025

User interviews and focus groups – Provide deep qualitative insights into customer behavior. In-app feedback widgets – Allow users to share thoughts in the moment, right inside the product. Community forums and online groups – Reflect ongoing discussion and recurring customer themes.

Feedback 62

Feedback Social Media Analysis Survey 62

AWS Machine Learning

MAY 30, 2024

Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights. The VitechIQ user experience can be split into two process flows: document repository, and knowledge retrieval.

Chatbots 120

Chatbots Knowledge Base Innovation Interaction 120

Retently

JANUARY 19, 2023

The product comes next, featuring a value proposition that addresses customer needs and includes the necessary features; followed by the user experience where customers test/use your product. Businesses can only analyze and research these two layers, as they do not have control over them.

Measurement 157

Measurement Survey Marketing Effort Score 157

delighted

JUNE 29, 2021

The UX , or user experience, should make implementing the features of the product a pleasant experience. Now, what does a user need to do to make these features work? How would they describe the experience? This is the UX or the user experience. Verifying a good product/market fit.

Measurement 95

Measurement Net Promoter Score Marketing How To 95

Gainsight

AUGUST 23, 2021

Outline: Intro: Overviews the challenge product managers face as they gather feedback from different groups and stakeholders. Explains how it can be difficult to set feature priorities for product roadmaps. Describes why it’s important to creating an effective product roadmap. How to Prioritize Features on Your Product Roadmap.

Data 52

Data Roadmap How To Tips 52

Lithium

JUNE 2, 2021

In our 2021 Spring Release , we’ve got even more good news to share, with updates that will enhance user experience, improve efficiency, and increase analytical power across the entire Khoros experience. Learn about our recent product enhancements and check out what’s coming soon on the Khoros Roadmap.

Roadmap 52

Roadmap B2C Culture B2B 52

Zonka Feedback

OCTOBER 1, 2022

This strengthens the need for product improvement at every touchpoint of the user experience, be it buying your product, using it, requesting and adding a feature to it, or getting customer service or support in case of queries and concerns. Create Product Roadmaps. Provide Useful Knowledge Base. Implementing the Changes.

Feedback 96

Feedback Knowledge Base Social Media Roadmap 96

ShepHyken

AUGUST 25, 2024

Finally, the initials you don’t see often enough are used, and that’s MX, as in Multi-Experience. That is the combination of the EX, the CX, and the UX (User Experience). Keeping these functions separate overlooks a huge opportunity that can significantly enhance the customer experience and drive business success.

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

CSM Magazine

JUNE 25, 2024

Professional services teams in companies are like the A-Team, a group of individuals who help clients extract the real value of a product or service they have purchased. Looking ahead, Rocketlane is committed to attracting more top-tier talent and executing its AI-first roadmap to make onboarding and project deliveries chaos-free.

Sales 52

Sales CRM Roadmap Software 52

Wootric CX Blog

SEPTEMBER 23, 2020

If customers know in advance that feedback is taken seriously–for example, that it informs your roadmap, resource allocation, and training–your response rates will be higher. . Responses are then grouped into: Detractors (those who responded 0-6). Detractors: What could we do to improve your experience?

Survey 98

Survey Net Promoter Score Effort Score How To 98

Talkdesk

JANUARY 13, 2020

Most will agree that chatbots should not be used at the expense of a delightful user experience. NLP-powered bots have a rich vocabulary and are more conversational, as they can relate groups of words rather than keying off of only a specific set of words. Ensure the Bot Is a Reflection of Your Brand.

Contact Center 67

Contact Center Chatbots Metrics eBook 67

Clarivate

DECEMBER 12, 2023

Users can now generate Word forms in seconds instead of minutes or hours, saving valuable time and increasing productivity. It’s a great example of how we’re always looking for ways to improve the user experience.

Innovation 59

Innovation Management Roadmap System 59

DCX

SEPTEMBER 29, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! The big picture: Consumers across age groups are increasingly buying products through social apps, gaming platforms, and livestreams, challenging traditional e-commerce models.

e-support 86

e-support Customer Centricity Apparel Leadership 86

Centercode

APRIL 30, 2019

While some companies only think of it as a last-ditch effort to tie up loose ends before launch, others are tapping user research to play a more fundamental role in the product development process. In February, you gave an inspiring presentation at our Centercode User Group about the journey of the beta team at Sonos.

Touchpoint 66

Touchpoint Survey Guidelines Groups 66

ChurnZero

SEPTEMBER 25, 2020

To illustrate this point in the workplace, Noronha and Gillespie describe how to salespeople “everyone seems to be trying to slow down their deal” and for product teams “all others seem to be trying to ruin the user experience. (No No more in-app offers!)”. Sound familiar? Put on Your Product Hat. Became an ally to their Product team.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. These surveys include questions about the ease of finding information, the clarity of the messaging, the layout or design, and the overall UX/UI experience.

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

Lithium

AUGUST 3, 2021

Sign up now Influence our roadmap. UI Enhancements in Content Center We have made some UI enhancements to the Content Center to improve the overall user experience. Want a chance to be a part of this elite group? We hope to discuss your needs in relation to Twitter ads.

Roadmap 52

Roadmap Metrics Government Video 52

Gainsight

MARCH 30, 2020

A banner engagement directing users to content surrounding COVID-19. If you have content of your own to share, consider using cohorts to send relevant content to user groups in different verticals or parts of the world. Path Analysis: Understand the path your new/reactivated users are taking. Collecting Feedback ?

How To 59

How To Analysis NPS Trends 59

Gainsight

AUGUST 14, 2021

It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. Unfortunately, if you’re a product manager or leader, these valuable in-product guides and experiences are probably stirring up extra questions: Who should own them?

Government 52

Government How To ROI Effort Score 52

NetBase

OCTOBER 22, 2018

Brian, Principal Analyst and Futurist at Altimeter, a Prophet company , broke down the differences between the brand experience, customer experience, service experience, and user experience – offering fresh clarity on the most important aspect of current and future brand operations. Minds were blown.

Analytics 58

Analytics Social Media Roadmap Hotels 58

Wootric CX Blog

SEPTEMBER 2, 2020

Finding the product or service was effortless, the download or purchase process was simple, you quickly received the product, the user experience was intuitive, and it was easy to get answers to any questions you had. Now, think about a time you had an overall good experience with a company.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

Totango

JANUARY 26, 2021

Retention rate represents how many of the same group of customers you kept over the same time frame. Dissatisfying User Experience. Poor customer experience promotes churn. A number of factors can dilute your customers’ experience of your product: The product has a poor user design.

Customer Retention 94

Customer Retention e-support Analysis Customers 94

Circular Edge

APRIL 17, 2019

From COLLABORATE’s move to San Antonio to CE’s expanded Platinum Elite partnership with Quest to the customer successes and digital transformation stories highlighted in the JD Edwards keynote, roadmap and other educational sessions, the week was full of themes of journeys and continuous innovation with E1 9.2. Resources: JDE E1 9.2

Resources 40

Resources Customer Journeys Roadmap Innovation 40

Circular Edge

APRIL 17, 2019

From COLLABORATE’s move to San Antonio to CE’s expanded Platinum Elite partnership with Quest to the customer successes and digital transformation stories highlighted in the JD Edwards keynote, roadmap and other educational sessions, the week was full of themes of journeys and continuous innovation with E1 9.2. Resources: JDE E1 9.2

Resources 40

Resources Customer Journeys Roadmap Innovation 40