ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. Effective measurement programs involve not only gathering and analysing data, but also implementing and monitoring changes based feedback and on the data. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Measure the success of your upgrades.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

Roadmap 108

Roadmap Management CEM Software 108

Customer Bliss

SEPTEMBER 19, 2017

For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. There will probably be a lot of measurement this fall to set up the 2018 plan. Episode Overview. About Libby.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

Retently

MARCH 11, 2025

NPS, CSAT, CES survey responses measuring satisfaction and pinpointing customer effort levels. 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

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

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Effort Score How To Metrics 96

Win the Customer

JANUARY 2, 2025

Gone are the days when a basic understanding of technology sufficed. Identifying AI Opportunities: They must be able to identify potential applications of AI within the product roadmap to enhance CX, such as improving customer segmentation, personalizing product recommendations, and optimizing customer support workflows.

Management 59

Management Return on Investment Roadmap Metrics 59

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. This involves: Defining clear objectives: Set specific, measurable, achievable, relevant, and time-bound (SMART) objectives for your AI-powered CX initiatives.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

Kerry Bodine

DECEMBER 30, 2020

Consider this your high-level roadmap for developing journey maps and using them to drive action. For years, I’ve had a list of external triggers — like the introduction of a new technology or a stock market crash — that should prompt you to reexamine how your customers’ needs and expectations are changing. What is journey analytics

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Totango

OCTOBER 30, 2024

To drive customer-led growth, organizations need to assign ownership for expansion, align tactics to value drivers, measure post-sales funnels precisely, streamline communication post-sale, and use automation to create more clarity for teams. But who is applying that same level of measurement to the post-sale funnel?

Roadmap 62

Roadmap Sales Measurement Tips 62

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. Why Technology Won’t Help You Understand Your Customers. This article explains why technology will support but not replace good analysis and thinking. Well think again!

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

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 Demand for Innovation : Nearly 90% of Gen Z consumers express interest in technologies like AR and VR for shopping, showing a growing appetite for immersive, tech-enabled experiences. trillion by 2027 ?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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. 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

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

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. The measuring doesn’t end there. What is it exactly?

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

AWS Machine Learning

OCTOBER 23, 2024

Combining cutting-edge AI technology with thoughtful implementation and robust safeguards, Wittly represents a significant leap forward in personalized digital learning assistance. Response times – Measuring and analyzing latency, breaking down response times by query complexity and user segments.

Innovation 88

Innovation User Experience System Resources 88

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

InMoment XI

JANUARY 2, 2023

When you start your CX efforts, you need to consider how to measure it. With new technology and social media, we have more ways than ever before of interacting with our customers. How Do I Measure Customer Experience? Not only does exceptional customer experience make customers happier, it drives desirable customer behavior.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

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

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

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. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

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. Measure Progress via Baselines and Targets. Ready to modernize your own contact center?

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

Calabrio

APRIL 25, 2017

Today there are technologies that are capable of handling large quantities of data. These technologies underpin many of the largest applications on the internet. Contact center reporting technology of the future. The birth of Big Data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 140

Contact Center Social Media Roadmap Report 140

ECXO

MAY 11, 2023

This understanding will help you identify gaps and opportunities for improvement and develop a roadmap for transformation. The model assesses a company’s maturity in six key areas: customer understanding, measurement, governance, strategy, design, and culture. Where should you do next?

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Thematic

MARCH 20, 2025

Set measurable goals. Example: If your goal is to reduce support tickets, track customer complaints and resolution times to measure success. Melodics did this by using insights to shape their product roadmap, reducing engineering costs while prioritizing features that actually mattered to users​ 7.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

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 133

Roadmap Competitive Advantage Innovation Self Service 133

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

TechSee

FEBRUARY 14, 2025

As enterprises strive to restore satisfaction to people’s technology experiences, agentic AI has emerged as the transformative force that’s helping them see the path forward. Scalable Implementation Begin with pilot programs Gradually expand visual capabilities Monitor and measure impact metrics 3.

Customer Experience 109

Customer Experience Chatbots Roadmap ROI 109

CSM Magazine

DECEMBER 9, 2024

Instead of focusing on feature lists and technical specifications, discussions will centre on achieving measurable operational improvements that ensure cloud CX investments deliver 3-4x returns typically within the first 18 months. Key topics will include: Strategies for reducing annual operational costs by up to 4.2

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

Lumoa

MARCH 31, 2021

It’s very common to use a 1-10 or 1-5 scale to measure how satisfied they are. NPS is more worried about measuring the overall sentiment of customers to find who your “promoters” and “detractors” are. Measuring the effort is useful to find if there are any pain points in your product or areas of friction you could smooth out.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

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. But our methodology isn’t just about implementing technology it’s about delivering measurable business outcomes.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

ChurnZero

DECEMBER 6, 2024

These outcomes include: Roadmaps for designing and developing future CS programs. Effective programs are built on four foundational pillars, they observed: customer journey, data and data hygiene, automations and technology, and content. Khow your data is measured. Reduced costs across the board. Track everything.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

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. William and his team created a service level commitment document to have consistent guidelines on what should be measured, promised, and delivered to the customer.

Government 111

Government Chief Customer Officer How To Roadmap 111

Lumoa

JANUARY 27, 2023

Technology Do employees ever encounter issues using your company’s resources, tools, and platforms? Step 4: Building a Roadmap After identifying the issues at hand, you can move on to considering potential solutions. A roadmap can help prioritize which steps should be taken first.

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

Interactions

OCTOBER 29, 2024

How Gen AI Will Enhance the Contact Center That’s a very brief explanation of a very complex technology – one that is evolving as we speak. How do your current offerings reflect past roadmaps (i.e., The technology and your business will evolve — and your Gen AI capabilities need to keep pace. did plans come to fruition)?

Contact Center 62

Contact Center Self Service Social Media Analytics 62