Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . You regularly share data and insights with leadership. . Imagine yourself a year from today.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Retently

MARCH 11, 2025

Training is updated based on the latest trends (e.g., Example : If an audit finds that agents arent referencing past orders in their responses, the CX Manager ensures a new training session happens ASAP. Monthly presentations for leadership , highlighting CX-driven improvements and business impact. being ignored).

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Employee Training: Train employees to be brand ambassadors. The Impact of Thought Leadership and Expertise in Reputation Management Thought leadership plays a pivotal role in shaping how your brand is perceived.

Brands 284

Brands Management Multi-Channel Social Media 284

Calabrio

MARCH 22, 2025

Modern workforce management encompasses critical tasks like contact center forecasting and scheduling , as well as the staffing, onboarding, training and development processes that are part of empowering, engaging, and retaining productive contact center employees.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

OCTOBER 7, 2024

Conversational Insights on Particular Areas of a Document: Speaker-specific insights for targeted agent training and customer understanding 4. InMoment has shared its press and release notes, highlighting its technological advancements and industry leadership. Contact us or a dedicated account manager if you want to learn more.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

AWS Machine Learning

JUNE 24, 2022

As enterprise businesses embrace machine learning (ML) across their organizations, manual workflows for building, training, and deploying ML models tend to become bottlenecks to innovation. Initial phase: During this phase, the data scientists are able to experiment and build, train, and deploy models on AWS using SageMaker services.

Roadmap 108

Roadmap Training Data Government 108

InMoment XI

AUGUST 16, 2024

An effective digital adoption strategy ensures that employees are properly trained to use systems that automatically capture, track, and store data in line with regulatory requirements. A strategy focused on training, support, and cultural shifts can reinvigorate interest and ensure that your investment yields better results.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

ChurnZero

JANUARY 31, 2025

In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. This article is excerpted from ChurnZero’s new guide, The AI Roadmap for Customer Teams. However, only 21% said they have purpose-built AI products in their CS tech stacks. Download a copy here.

Roadmap 97

Roadmap Customers Leadership Analysis 97

Education Services Group

AUGUST 17, 2021

need to train and certify your CSMs? Even though we’re not training providers, per se, our team gets this question all the time. Because there are oh so many benefits to training and certifying your CS team. That means giving your CSMs the best training possible so their performance is at its peak. Do you really (really?!)

Training 98

Training Customer Success Roadmap Employee Engagement 98

Calabrio

JANUARY 2, 2020

It means discovering how that same intelligence can be linked simultaneously to critical workforce data to ensure agents are properly trained, motivated and available at the right time. to understanding customer behavior and emotions, in real-time. One company, one brand, one website. Seamless and consistent communications.

Brands 221

Brands Social Media Roadmap Contact Center 221

InMoment XI

SEPTEMBER 3, 2024

By analyzing call recordings and agent-customer transcripts, businesses can pinpoint common mistakes, identify training opportunities, and provide targeted coaching. 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

Up Your Service

JANUARY 7, 2018

The Service Culture Implementation Roadmap is a proven methodology to quickly upgrade service performance and build a service culture that grows stronger over time. Leadership Alignment. Our proven train-the-trainer approach creates Leaders and Champions for continuous service improvement throughout the organization.

Roadmap 60

Roadmap Culture Leadership Training 60

Calabrio

JANUARY 2, 2020

It means discovering how that same intelligence can be linked simultaneously to critical workforce data to ensure agents are properly trained, motivated and available at the right time. to understanding customer behavior and emotions, in real-time. One company, one brand, one website. Seamless and consistent communications.

Social Media 190

Social Media Roadmap Contact Center Analytics 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

Integrity Solutions

SEPTEMBER 23, 2021

Your organization’s mission, vision, values and leadership must all reinforce the ability to deliver value. Do you have the leadership and coaching skills and commitment to support the shift to value based selling? The post A Roadmap For Value Based Selling appeared first on Integrity Solutions. The Right Commitment.

Roadmap 70

Roadmap Sales Case Study Leadership 70

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

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

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

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

InMoment XI

JUNE 5, 2024

Document level text mining/NLP – Supporting all industry-standard NLP functions, including classification (via ml models, boolean queries, or against pre-trained taxonomy based on Wikipedia categories), NER, theme/concept extraction, sentiment measurement, summarization, intention, effort, and emotion measurement.

Analytics 195

Analytics Effort Score Social Media Innovation 195

GetFeedback

JANUARY 27, 2020

Buy-in: When one or more of the above criteria are not met, leadership may not see an incentive to invest in a VOC program. Remember that leadership buy-in depends on being able to demonstrate the value of changes implemented based on VoC insights. Next, decide on the KPIs—or key performance indicators—that you want to measure.

How To 221

How To Customer Journeys Feedback Survey 221

ijgolding

APRIL 19, 2017

A customer strategy can be defined as follows: One that puts the customer at the forefront of thinking, when creating procedures, conducting daily operations and training new employees. It is a guide, a roadmap, a set of boundaries by which the business will function.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

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

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 128

Roadmap Competitive Advantage Innovation Self Service 128

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. including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

OCTOBER 5, 2023

Explore These Amazing Learning Opportunities for Your Organization.​ The best training in the world of Customer Experience is now available at ECXO. Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge. We Introduce You to a Range of Dynamic Third-Party Courses.

ROI 156

ROI Video Government Leadership 156

Experience Investigators by 360Connext

JANUARY 10, 2023

You clearly aligned your CX goals with what was most important to your organizational leadership. . You worked hand in hand with the product team on their future roadmap to better align with customer needs and share with them the results of their hard work. Audio] Experience Action Podcast EP 3: Customer Experience (CX) Training.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Michelli Experience

JULY 25, 2017

Key Leadership Behaviors. In the case of Mercedes-Benz leadership, that vision was shared both through words and in the form of a visual roadmap. Every employee in every dealership will be trained and equipped. What do great leaders do to build the trust of those they serve? Make Promises in Keeping with that Vision.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Comm100

OCTOBER 30, 2017

In these instances, teams are often separated by location, training or technology. This could include shared process training (ITIL, Six Sigma etc.), project management training (Prince2) or even training in programming languages (PHP, C++ etc.). In both cases, communication is the key differentiator. Too Many Tools.

Contact Center 142

Contact Center Tips Management Call Center 142

Thematic

MARCH 20, 2025

In the case of Melodics , a music-learning platform, AI-powered text analytics analyzed customer feedback, helping the company refine its product roadmap. By identifying patterns in customer complaints, AI text analytics helps businesses improve self-service resources, refine agent training, and optimize customer service processes.

Analytics 62

Analytics Customer Service Analysis e-support 62

DCX

OCTOBER 27, 2024

-Mark Here are this week’s must-read links: Embrace the Right Kind of Friction Corporate's Hitting the Floor How USAA Is Innovating With GenAI Forrester’s 2025 CX Predictions The Three Laws of Human Behavior Feelings First: Why Emotions Are Your CX Superpower How to Train Every Department on Customer-Centricity: Make It Real for Them!

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

SuiteCX

MARCH 31, 2015

Some common training at basic levels. thru training, support and education. Common metrics and training. Common mapping tools and metrics. Coordinated Regional Centers of Excellence Combines decentralized and centralized. Cross functional team helps BU, geography, divisions, etc.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

DCX

NOVEMBER 24, 2024

From keeping products simple to giving AI some sass or embracing quiet leadership, the big takeaway is this: CX isn’t just about what you do —it’s about how you make people feel. Empower Your People: Invest in training and culture so your team is ready to make those moments count. Creativity with practicality?

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

Experience Investigators by 360Connext

AUGUST 22, 2023

At the customer level, consider data like purchase history, issues or tickets submitted, referrals made, and attendance or participation in your events and training. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. That’s not true. Even so, we need to change their perception.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. Creating a Customer Retention Strategy: A Leadership Roadmap. Here’s a 5-step roadmap to get you started: Create value for customers continually- not just once. Invest in them by providing training that’s aligned with organizational strategy.

Customer Retention 86

Customer Retention Strategy Net Promoter Score Employee Engagement 86