Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. Optimizing Conversion Rates 5.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Determine what a specific measurable outcome would look like. And yet, leadership buy-in is a critical part of customer experience success.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. This can involve monitoring conversations to measure customer intent, satisfaction, sentiment, and the effectiveness of customer service agents.

Analytics 195

Analytics Data Social Media Average Handle Time 195

C3Centricity

JANUARY 13, 2021

A more in-depth look at brand image than most articles usually go into, it includes how to measure it and how to conduct an in-depth analysis of the data. Yes, if it is the traditional market research department that merely provides simply analysed data from repetitive surveys shared in boring presentations. But how do you do it?

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

Kayako

OCTOBER 16, 2017

When everything from ‘average reply time’ to ‘number of swag packages sent’ is being measured, how does support benefit from establishing shared goals with their customer success colleagues? Customer Satisfaction surveys (CSAT) measure whether your product meets or exceeds buyers’ expectations. Shared goals lead to increased value.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Measure Your Success: Crafting an effective brand reputation strategy is not a one-time endeavor; it’s an ongoing process that requires continuous evaluation and adaptation.

Brands 284

Brands Management Multi-Channel Social Media 284

Thematic

MARCH 30, 2025

The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses. The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. What would help them?

Feedback 62

Feedback Roadmap Effort Score NPS 62

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. “Part of the way we’re measuring Diversity, Equity, and Inclusion outcomes is through intention and all that does is serve what I call the ‘language of whiteness.'” Connect with, and learn more about, Esther on her platforms: .

Roadmap 98

Roadmap Culture Policies Connections 98

NICE inContact

SEPTEMBER 18, 2019

They are creating a strategic roadmap for acquiring and broadly deploying AI call center software. Understand your call center strategy How AI for call centers can transform that strategy How to devise a roadmap to take you from many questions to a focused plan. Their collective experience can help you shape your own AI roadmap.

Contact Center 136

Contact Center Chatbots Call Center Roadmap 136

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. Measurement. She is a regular speaker at CX events and conferences across Europe. The Capabilities. Customer strategy. “Quick wins” were important.

Travel 204

Travel Industry Hotels Customer Journeys 204

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. As the great management thinker Peter Drucker is often quoted as saying, “If you can’t measure it, you can’t improve it.”.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

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

Retently

MARCH 17, 2025

Focus on Trends : Dont just present numbers highlight whats changed and why it matters. NPS Score Trends & Insights Net Promoter Score (NPS) measures customer loyalty and the likelihood of recommending your brand. The Customer Effort Score (CES) measures how easy it was for a customer to get their issue resolved.

Report 90

Report How To Effort Score NPS 90

GetFeedback

JANUARY 29, 2019

Service : surveys help measure customer satisfaction and identify ways to improve your support systems. Product : improve product features and inform your product roadmap with customer feedback data. It’s difficult to know which questions should be asked, when they should be presented, and how they should be phrased.

Survey 150

Survey Net Promoter Score Roadmap Knowledge Base 150

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. Adopting Spotlight translates into not just collecting feedback but transforming it into a strategic roadmap for business success.

Analysis 195

Analysis Social Media Analytics Loyalty 195

Aveus

MAY 18, 2021

By shifting the emphasis from individual measures to patient/member experience, engagement and satisfaction measures, CMS made the rating more dependent on experience measures where the healthcare industry has long struggled to improve. That’s an increase of 25 percentage points!

Consumers 130

Consumers Healthcare Metrics Case Study 130

Gainsight

SEPTEMBER 20, 2019

Try not to get hung up on finding absolute measures for cost and value. As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), Then we present it to our hugging and marketing teams. You’re really just trying to assess value and cost relative to the other projects being considered.

Roadmap 58

Roadmap Exercises Sales Marketing 58

Calabrio

NOVEMBER 18, 2024

Workforce Engagement Management (WEM) solutions and advanced analytics tools, like Calabrio Analytics , offer practical ways to adapt and thrive in this new landscape.Navigating cost pressures with WEM The recent budgets projected financial impact on retail emphasises the need for cost-saving measures without compromising customer experience.

Retail 130

Retail Engagement Management Analytics 130

Thematic

MARCH 30, 2025

Identifying Key Performance Indicators (KPIs) Once your data is integrated, the next step is knowing what to measure. When KPIs align with business goals, every insight becomes measurable progress. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Data Analytics How To 62

ECXO

DECEMBER 26, 2023

Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale. Here is the link. The power of digital conversations by Paolo Fabrizio. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Lumoa

JANUARY 19, 2023

How can we measure the interaction? What’s something measurable that can tell how well we are doing? It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. – Do different types of customers have a preferred way to buy?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

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

SuiteCX

MARCH 31, 2015

It should include the following main areas of focus:   Defining the holistic governance process This is the key in enabling monitoring and reconciliation all of the incoming CEM data from all of its sources and consumers that are presented in a map.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

ChurnZero

JANUARY 9, 2025

More than 80 attendees were eager to learn about our advancements in customer journey mapping, how to turn moments of measurable impact into revenue growth using ChurnZero , and how to scale with organizational alignment through each phase in a journey from implementation through expansion. If you missed the event in Washington, D.C,

Customer Journeys 52

Customer Journeys Marketing Exercises Competitive Advantage 52

DCX

JANUARY 7, 2025

Shiny ideas look great in a presentation, but do they actually fix anything for your customers? How do we measure success? If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. To look like you’re keeping up with competitors? To make internal politics easier?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Happy or Not

MARCH 28, 2022

Part two: Whe n , whe re and how to measure peak-end experiences. In this second part, we’ll discuss when, where, how and what to measure, so that you get meaningful insights to improve customer satisfaction. . Measuring customer satisfaction at the end experience is arguably most important. And what do you ask? .

Measurement 69

Measurement Customer Experience Customer Journeys How To 69

ECXO

AUGUST 6, 2024

Our brains are wired to prioritize the present moment, a trait that has been honed over millennia of evolution. This present-focused orientation, known as temporal discounting, makes immediate rewards more compelling than future gains. Over time, this has ingrained a preference for the present in our neural circuitry.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks. Measure your CX performance.

Feedback 195

Feedback How To Social Media B2C 195

GetFeedback

NOVEMBER 18, 2019

Before you analyze your feedback, you’ve got to develop your analysis plan, which is a roadmap for how to analyze your data–and probably more importantly–why you’re analyzing it. . Think about the types of analysis you’ll need to conduct to tease out the story from the data, how you want to prepare it, and how you want to present it. .

Feedback 199

Feedback How To Analysis Survey 199

Interactions

OCTOBER 29, 2024

Many companies are approaching Gen AI cautiously, embarking on use cases that are employee-facing or employee-vetted, rather than presenting generated content directly to customers. How do your current offerings reflect past roadmaps (i.e., This also provides the opportunity for employees to label output to help the AI improve.

Contact Center 62

Contact Center Self Service Social Media Analytics 62

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. In this blog, youll learn how to piece together each tactic for real, measurable growth. Google Business Profile insightsTrack views, clicks, and customer interactions to measure impact. -

Tips 85

Tips Tools Social Media Multi-Channel 85

C3Centricity

NOVEMBER 4, 2019

This can be at the beginning and end of presentations, in your office reception, in the lifts or anywhere many employees spend time. It's fun, inspiring and a useful roadmap for your customer centric journey. . Place pictures of consumers everywhere, so people start to naturally think about them.

Customer Centricity 179

Customer Centricity Brands Advertising Consumers 179

CX Centric

FEBRUARY 11, 2021

We have a nice roadmap, we are generally delivering against the roadmap, life is good. As your organisation begins to share information, and you begin to give more power to your employees, the question quickly turns into: “What does success look like for our team, and how do we measure it?”

Culture 105

Culture Leadership Roadmap Customer Centricity 105

CX Journey

MAY 5, 2015

I've been involved in the planning of this event the last couple years; this year, I was tasked with lining up bloggers (in addition to myself) to capture highlights of the presentations and podcasters to get the real scoop from speakers in audio. Let's dive in to her presentation. But…"How do I get my executives on board?"

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

Wootric

AUGUST 10, 2018

Then, present your product idea and ask if they think it could help them reach their goals and reduce (or eliminate!) and then sit around in a room with a bunch of people and just rearrange it into a giant list of prioritized features (we’ll call it a roadmap!) And it’s possible. What might make reaching your goals easier?

Roadmap 53

Roadmap Data Net Promoter Score Analytics 53

Amity

AUGUST 1, 2016

Career Roadmap – Develop and share a career roadmap with all members of your Customer Success organization. Certification Program – Once you have developed a career roadmap the next step is to develop a training certification plan for your employees. You might also consider posting this for visibility.

Customer Success 72

Customer Success Roadmap Training Resources 72