Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? Key Takeaways.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Customer Bliss

MAY 4, 2017

Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. Tabitha identified the “big rocks” related to CX, and then she asked the leadership team these questions: The data says this. About Tabitha. Do you agree? The qualitative analysis says that. What do you think?

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Reputation Management Software Managing your brand and business reputation requires more than just vigilance; it demands strategic precision and technological assistance. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

OCTOBER 7, 2024

Discover These and Other Innovative Product Features The features unveiled today offer a glimpse into the innovative products and features currently available, as well as those on InMoment’s extensive innovation roadmap. InMoment has shared its press and release notes, highlighting its technological advancements and industry leadership.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

Retently

MARCH 11, 2025

Monthly presentations for leadership , highlighting CX-driven improvements and business impact. This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. CX #Leadership Click To Tweet. Co-op Financial is essentially a B2B, to C company. 2 – Connect ROI to Growth. Why partner with the CIO?

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

InMoment XI

AUGUST 16, 2024

A digital adoption strategy is a structured plan designed to ensure that new technologies, software, or digital processes are effectively implemented and fully utilized within an organization. This includes helping employees, stakeholders, or customers learn and integrate the technology into their daily workflows.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

CX Accelerator

JULY 1, 2020

Now more than ever, technology is vitally important. Here are five tips to have a successful digital transformation: Understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable. This company bumped up their 2022 digital transformation strategy to 2020.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

AWS Machine Learning

JUNE 24, 2022

Building an MLOps foundation that can cover the operations, people, and technology needs of enterprise customers is challenging. Personas, operations, and technology summary. With the MLOps maturity model, we can define a clear architecture design and delivery roadmap. MLOps maturity model. Conclusion.

Roadmap 112

Roadmap Training Data Government 112

Calabrio

JANUARY 2, 2020

From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address. Seamless and consistent communications. We’ve made it easy to communicate with us. Join us on LinkedIn , Twitter and Facebook.

Brands 221

Brands Social Media Roadmap Contact Center 221

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

InMoment XI

AUGUST 2, 2023

It requires alignment of processes and actions that prioritise customer satisfaction at every level; from the leadership team to front-line employees, everyone must understand their role in delivering for customers and comprehend the significant impact it has on the success of the business.

NPS 195

NPS Customer Centricity Automotive Culture 195

Customer Bliss

OCTOBER 17, 2019

And what I’m here to tell you is, as someone who’s done it—I moved from a catalog company, to a car company to insurance, to real estate, to technology—the key though is getting the fundamentals down early. Three critical skills to your roadmap as a CX leader. A lot of people think they need to stay in their vertical lane.

Industry 135

Industry Chief Customer Officer Roadmap How To 135

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. Customers have grown more comfortable using technology and will continue to demand more from digital experiences moving forward. Choose the Right Leadership. Ready to modernize your own contact center?

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

ShepHyken

DECEMBER 18, 2020

Nor did I anticipate that technology-based convenience drivers (mobile purchasing, touchless delivery, and curbside pick-up) would do far more than make customer’s lives easier. Those technologies became a lifeline for business survival in a world where a virus made ordinary service interactions potentially fatal.

Leadership 78

Leadership Customer Experience Consulting Roadmap 78

Calabrio

JANUARY 2, 2020

From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address. Seamless and consistent communications. We’ve made it easy to communicate with us. Join us on LinkedIn , Twitter and Facebook.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

Gainsight

OCTOBER 15, 2024

Human-First Leadership in the Age of AI: Balancing Technology and Empathy Join Dominique Duquennoy, Head of Customer Success EMEA, SS&C Blue Prism for this incredible session. While technology is evolving rapidly and impacting our ways of working, it is more crucial than ever to maintain a Human-First approach in leadership.

Customer Success 52

Customer Success Conference Sports Roadmap 52

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

InMoment XI

SEPTEMBER 3, 2024

A wealth of insights lies in the interactions between your organization and its customers; however, without specialized technology to analyze that data, those insights remain untapped. Employee Training and Coaching Organizations can identify areas for improvement in collaboration, leadership, and professional development.

Analytics 195

Analytics Data Social Media Average Handle Time 195

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

InMoment XI

JUNE 5, 2024

This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. Our roadmap includes significant advancements in AI and NLP, particularly enhancing feedback solicitation and data integration.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Thematic

MARCH 20, 2025

Who needs access to insights—product teams, marketing, customer service, leadership? Melodics did this by using insights to shape their product roadmap, reducing engineering costs while prioritizing features that actually mattered to users​ 7. Encourage leadership teams to use customer feedback when setting strategies.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

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

CX Accelerator

JULY 1, 2020

Now more than ever, technology is vitally important. Here are five tips to have a successful digital transformation: Understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable. This company bumped up their 2022 digital transformation strategy to 2020.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

ECXO

MAY 11, 2023

This understanding will help you identify gaps and opportunities for improvement and develop a roadmap for transformation. Once you have assessed your company’s current state of customer experience management, you can identify areas for improvement and develop a roadmap for transformation. Where should you do next?

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

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

AWS Machine Learning

APRIL 22, 2024

This guide can be used as a roadmap for integrating generative AI effectively within sustainability strategies while ensuring alignment with organizational objectives. A roadmap to generative AI for sustainability In the sections that follow, we provide a roadmap for integrating generative AI into sustainability initiatives 1.

Roadmap 132

Roadmap Competitive Advantage Innovation Self Service 132

Lumoa

JANUARY 23, 2018

Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? So, there is a problem.

Analytics 285

Analytics NPS Financial Analysis 285

Customer Bliss

JULY 26, 2018

Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado. When first starting in your new #CX leadership position, form supportive partnerships. 3 Steps to Initiating A CX Communication Strategy. CX #CustExp Click To Tweet.

Government 111

Government Chief Customer Officer How To Roadmap 111

One Millimeter Mindset

MARCH 11, 2021

Does a continuous learning strategy fit into your professional roadmap? Leadership and social influence. Technology use, monitoring and control. Technology design and programming. Are you always focused on learning new stuff, different ways of perceiving problems, and additive skills for professional improvement?

Strategy 106

Strategy Leadership Roadmap Consulting 106

CX Centric

FEBRUARY 11, 2021

Collaborative Leadership In this article, I discuss both Agility and Collaborative Leadership, and argue that these two disciplines are not enough to ‘win’ in today’s competitive, fast-moving and complicated landscape. We have a nice roadmap, we are generally delivering against the roadmap, life is good. Remember that?

Culture 105

Culture Leadership Roadmap Customer Centricity 105

UJET

JANUARY 22, 2020

Darcey joins UJET with a long and prestigious track record of success across both software and hardware technologies including Markforged , Cisco Meraki, and Bank of America. Darcey answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. Tell us a bit about yourself?

Culture 112

Culture Roadmap Travel Banking 112

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. Jonathan then touched on the 8 key pillars of digital transformation.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

Totango

FEBRUARY 12, 2025

With new team members, and advanced data and technology, we took the opportunity to reflect and refine our guiding principle: customer-led growth. For the larger customer success community, the rebrand reinforces Totangos leadership in the enterprise CS space. Which, in turn, fuels growth for your business.

Brands 62

Brands Customer Success Roadmap Innovation 62

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. A natural starting point is to review the technology your organization already has and explore what journey mapping features they may include. You might be surprised which capabilities are already at your disposal!

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

SuiteCX

MARCH 31, 2015

2015 suitecx – Confidential Customer Journey Mapping Governance is at the top of the maturity curve Source: DataFlux Unaware Reactive Proactive Predictive People, Process, Technology Adoption Reward Risk CJM Architecture CJM Management CJM Governance. Common mapping technology .

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100