ECXO

MARCH 6, 2025

We will also highlight how a CX transformation differs from a typical program management initiative, who drives these programs, and what lessons can be learned from B2B companies that have made this journey. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

Win the Customer

JANUARY 2, 2025

This rapid evolution necessitates a significant shift in the role of the product manager. Today’s product managers must embrace a deeper understanding of AI principles, their applications in CX, and the ethical considerations that come with them. Gone are the days when a basic understanding of technology sufficed.

Management 59

Management Return on Investment Roadmap Metrics 59

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? Robert is responsible for leading the Business Development, Client Marketing, and Strategic Account Management teams. Register Now.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

InMoment XI

JANUARY 27, 2025

Thats when those budget discussions become less about managing costs and more about tracking investments. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

DCX

DECEMBER 31, 2024

Show Me the Money: Proving ROI from Your CX Initiatives You know the drill. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” Let’s talk about why proving ROI feels so painful—and, more importantly, how you can make it easier.

ROI 52

ROI Self Service Leadership Metrics 52

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

Win the Customer

DECEMBER 21, 2024

As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape. Conducting thorough cost-benefit analyses: Evaluate the potential return on investment (ROI) of each AI initiative.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

Centercode

SEPTEMBER 1, 2020

Now, their beta test ROI is over 250% — and the team is able to maximize its beta results to the fullest. The target market insights they’re collecting with Centercode enables them to validate research and guide their roadmap. ” Jerry Molitor, Program Manager @ Caavo. Download your copy of the Caavo case study here.

ROI 98

ROI Case Study Roadmap Study 98

Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Sales Customer Centricity Return on Investment 81

InMoment XI

AUGUST 25, 2023

InMoment’s Principal CX Strategist Jim Katzman and guest speaker from Forrester, Senior Analyst Colleen Fazio discuss decision-making in regards to CX program initiatives, finding the right program size, proving ROI in your CX program, and more. Let’s dive into what we covered on our webinar.

How To 195

How To ROI Net Promoter Score Measurement 195

Totango

OCTOBER 14, 2024

Go-to-market teams need to prioritize customer ROI as the driver of decision-making, metrics tracking, and relationship management. The customer-led growth ROI paradigm Is your solution getting your customer champion promoted? Every business needs a customer-led growth motion to stay in business for the long term.

ROI 71

ROI Marketing How To Effort Score 71

C3Centricity

MAY 11, 2020

For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” They will also be able to adapt and adjust the plans as challenges arise in its execution. This is the same for every project, not just that of adopting a customer-first strategy.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Retently

NOVEMBER 27, 2024

Retaining Loyalty : Even if you manage to attract customers, keeping them loyal is a whole different ball game. It’s like a roadmap that shows where things are working – and where they’re not. AI-powered strategies amplify these results, with 92% of retailers reporting positive ROI. Here are the most powerful approaches: 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Feedbackly

SEPTEMBER 26, 2023

Consider it a winning roadmap to stay ahead of the curve! Switch from Reactive to Proactive Experience Management A lot of emphasis so far is on shaping customer experience based on insights from the past. However, the future of CX will demand a change from reactive CX management to proactive approaches.

Management 98

Management ROI Touchpoint Comparison 98

InMoment XI

AUGUST 16, 2024

This can be because of a lack of strategy, organizational resistance, poor change management, or any other number of reasons. Scaling often requires the introduction of more advanced digital tools to manage larger volumes of data, customers, or tasks. Research shows that 70% of digital deployments fail to meet their goals.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. This way, you avoid survey fatigue while managing data in small doses. . This helps you measure improvement over time and track the ROI of your VoC program. Step 5: Take intelligent action.

How To 221

How To Customer Journeys Feedback Survey 221

InMoment XI

SEPTEMBER 3, 2024

Demonstrate Return on Customer Service Investment Conversation analytics provides businesses with tangible evidence of the customer experience ROI from their efforts. This helps to deepen customer relationships, increase customer lifetime value, and ultimately drive higher revenue.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Maximizing post-sale customer management. In most cases, data-driven customer management can rekindle interest and progress the relationship. Coordinate customer training with management. Servicing the customer.

ROI 76

ROI Customer Success Strategy Effort Score 76

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. This is delivered through either technical or operational Managed Services, ensuring sustained value creation. Take British Airways, for instance.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

Thematic

MARCH 30, 2025

For example, if a hotel guest fills out a post-stay survey complaining about slow check-in, a manager might call or email the next day to apologize and confirm the issue is being addressed. The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. The result?

Feedback 62

Feedback Roadmap Effort Score NPS 62

Thematic

FEBRUARY 19, 2025

XM Discover: Requires centralized management and structured training for every new team member, making it better suited for organizations with a dedicated analytics team. Look for solutions are lower-cost with faster ROI. ROI considerations: Faster time-to-market for product improvements.

How To 62

How To Self Service Analysis Analytics 62

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? 6 Customer Feedback Processes from Product Management Experts. From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Product Manager | Blend. Chris Chumley. Clement Kao.

Feedback 117

Feedback Roadmap ROI Case Study 117

BirdEye

DECEMBER 28, 2024

Managing a unified presence across all these platforms requires systematic approaches and consistent attention. Staying current with these changes while managing daily restaurant operations is challenging. However, managing a multi-location social media presence can be difficult for restaurants.

Tips 97

Tips Social Media Chatbots System 97

Thematic

MARCH 20, 2025

And take note: companies that use AI-driven text analytics are already seeing the benefits—early adopters of AI in CX are 128% more likely to report high ROI from their AI tools. Optimize product roadmaps: Prioritizing high-impact updates based on projected user preferences. So let’s break it down.

Analytics 62

Analytics Social Media Banking Analysis 62

Thematic

MARCH 30, 2025

In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. Leveraging Real-Time Analytics for Agility Let’s say you’re managing an e-commerce business during the peak holiday season. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Data Analytics How To 62

ECXO

APRIL 26, 2023

This makes it easier to prove ROI. Co-operation with the CCO makes it easier to prove the business value (the ROI) of a CX improvement. This roadmap outlines the goals, objectives, and initiatives that will be undertaken to improve the customer experience through high-quality, purposeful design. But, there are common practices.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Joe Rawlinson

NOVEMBER 19, 2019

Social Media Management. You can achieve your social media marketing goals faster by using a management tool instead. You can use Hootsuite social media manager , it allows you to manage different social media accounts in the same place, measure performance with facts and numbers- likes, comments, shares, etc.

Tools 23

Tools Social Media ROI Roadmap 23

GetFeedback

JULY 19, 2019

If your Voice of the Customer (VoC) program relies on understanding the customer experience mostly or entirely offline, you have a novel challenge to manage: Less than 0.5% They’re giving you a roadmap to fix whatever it is that ails your business. of customers follow through on leaving feedback once they’ve left your store.

Data 262

Data How To Social Media Effort Score 262

InMoment XI

JUNE 5, 2024

Contact Centers: Analyzes call transcripts for categorization, QA, alerting, and enhanced CX with tools like Conversational Intelligence and dashboards for agents and managers. 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

Wootric CX Blog

OCTOBER 7, 2020

Wootric, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a High Performer in the G2 Crowd Grid Report for Experience Management for Fall 2020. Wootric is ranked #1 in ROI (Return on Investment). It is gratifying to see our customers’ success reflected in our ranking.”

ROI 52

ROI Report Net Promoter Score Effort Score 52

Gainsight

SEPTEMBER 28, 2022

Implementing this approach requires a fresh approach to your product roadmap—because when you scale through retention and expansion, the primary goal is maximizing utility for existing customers so they’ll increase usage and be willing to spend more over time. Make space for quick wins to drive advocacy. Influence user behavior.

Roadmap 52

Roadmap Analytics Innovation Resources 52

ChurnZero

DECEMBER 19, 2024

The customer success team at Ollie, an ERP system for beverage producers, had an onboarding approach that was too time-intensiveboth for their implementation managers and their customers, whose demanding schedules often leave little time for onboarding tasks. Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

ClearAction

DECEMBER 19, 2014

But like everything in a company, "it takes a village" Customer experience management is a team sport, a way of life, an ongoing journey of excellence within the context of valuing customers' well-being as the enabler of well-being in all other areas. Customer Experience Maturity Roadmap. Customer Experience ROI Trajectory.

Strategy 116

Strategy Customer Experience ROI Sports 116

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Click here to view SlideShare. Governance in Customer Journey Mapping. No common tools or process.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence. What Came Of All This?

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

ECXO

DECEMBER 20, 2023

Add in the fact some B2B, and certainly B2C companies, are still struggling with data management. Poor data management – by their own admission, almost a third of marketers (27%) believe that their data strategy is the biggest obstacle to personalisation, according to Gartner. This makes it easier to prove ROI.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156