InMoment XI

OCTOBER 10, 2023

The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. By accurately measuring these metrics, businesses can transform their customer interactions, fostering loyalty and driving revenue. Frustrating, right?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Gainsight

SEPTEMBER 20, 2019

We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. At FullStory, we’ve landed on a successful process for prioritizing our product efforts called the 9-Blocker and we shared a little bit about this process in the webinar. When in Doubt, List It Out.

Roadmap 58

Roadmap Exercises Sales Marketing 58

2020 Research

OCTOBER 18, 2023

During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies. A: This is more about how the tool is built.

Marketing 108

Marketing Healthcare Analysis Case Study 108

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. They’ve also reevaluated their product roadmap, pausing less relevant items, so they could launch a new feature two months early. No worries, if you missed the webinar, you can view it on-demand here. . Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Talkdesk

DECEMBER 1, 2020

Based on this experience, we have developed the Talkdesk CX Maturity Model™ to help brands understand their current maturity, set a vision for their ideal future state and create a roadmap to get there. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. If you missed the webinar, you can watch it on demand.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Q: How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap ROI Case Study 117

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. Our product roadmap has exciting new features planned this year around the theme of high-value customer understanding and retention.

Trends 90

Trends Self Service B2B Roadmap 90

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! The reality, though, is that sure, when you’re making a product roadmap decision, you do need someone who can interpret a customer problem and translate it into the correct product.

Roadmap 52

Roadmap Customer Success Feedback Report 52

ChurnZero

MAY 30, 2024

If you don’t have one and you are planning to create a robust learning program, it’s a good time to research different tools that would fit within your budget. Related: Learn how to seamlessly integrate customer education, including LMS tools, into your workflows in this webinar with ChurnZero and Absorb Software.

How To 107

How To Video Course Feedback 107

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. No worries on if you missed this webinar (or even if you want to listen to it again), you can view the webinar on-demand here.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

COPC

MAY 31, 2022

Each month, a data-rich report is released, followed by an interactive expert-led webinar to review the findings. In 1996, the need for structured processes and measurements in the customer contact industry prompted leaders from across sectors to assemble. In May 2022, committee members will discuss using COPC Inc.’s

Customer Experience 101

Customer Experience Contact Center Consulting Guidelines 101

Totango

JANUARY 12, 2022

How do you navigate your customers’ product desires with the product team’s roadmap initiatives? Sign up for Totango for free today and see how quick and simple we make it for you to design, build, run, measure, and scale your customer journey! How do you serve as an advocate while still managing expectations?

Customer Success 103

Customer Success Management How To Leadership 103

Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. Benchmark: Product Roadmapping With Product Experience Data. Using Product Analytics to Drive Product Roadmaps. The Importance of a Data-Driven Product Roadmap. Achieving Growth With Positive Product Experiences.

Resources 52

Resources Roadmap eBook Analytics 52

Wootric CX Blog

MARCH 15, 2020

Guneet Singh, Director of Customer Experience programs at Docusign, spoke about this in a recent Voice of the Customer webinar. Through this customer advocacy program, his customers learn from each other, get a first look at new product features, and provide valuable insights for the DocuSign product development roadmap.

Company 125

Company e-support How To Chief Customer Officer 125

Kayako

NOVEMBER 11, 2015

At each stage I’ll show what metrics to measure and how you can improve conversion rates. MQLs could be outbound calling databases or inbound leads gathered through your website, either through trial requests or registrations to access content such as webinars or whitepapers. Establishing an evaluation roadmap.

Sales 72

Sales Trends Roadmap Measurement 72

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Self Service 52

Self Service How To Roadmap ROI 52

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. Standardizing and automating touchpoint workflows help you define key performance indicators (KPIs), which can be used to monitor and measure the quality of your customer’s experience at each touchpoint. Social media posts and ads.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Gainsight

AUGUST 12, 2022

Swerve around roadmap detours to stay on track. Bad products come from bad roadmaps, according to Albuquerque. In a recent blog , he points out that ineffective roadmaps typically start with a solution-first focus on building features, or a shopping list from executives who just want to build something. iHeart Radio.

Roadmap 59

Roadmap Sports Metrics Software 59

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Avaya

APRIL 10, 2019

It can measure customer sentiment and success, engage customers, assist agents to serve customers, and much more. In my next blog, I will review how organizations are leveraging AI in the contact center and provide a roadmap for success. AI is finding a comfortable home in the contact center.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Webinars & Events Some event areas are limited to Khoros customers only. Available On-demand.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. The Monthly Active Users (MAU) metric measures the number of different users who open your product within a 30 day period. By incorporating their feedback into your roadmap. WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management How To 65

Amity

MARCH 20, 2016

There was the ridiculous “we didn’t measure your door correctly, never mind listen to a word you said about your design preferences” quote, and the non-existent “we spent time and money sending someone to measure your door and spoke to you about your preferences but never sent you a quote” quote.

Roadmap 48

Roadmap Measurement Customer Retention Communication 48

Talkdesk

JANUARY 13, 2020

Set measurable goals Just like with your IVR, tracking the right metrics can help you uncover areas for improvement. For more help on what and how to measure, check out our on-demand webinar on contact center metrics. For more help on what and how to measure, check out our on-demand webinar on contact center metrics.

Contact Center 67

Contact Center Chatbots Metrics eBook 67

Lithium

JUNE 7, 2022

As an official badged Partner for the Content Marketing specialty, marketers will be able to publish and respond to content and easily measure the effectiveness and performance of their TikTok campaigns and activity within the Khoros platform. Webinars & Events Some event areas are limited to Khoros customers only.

Self Service 10

Self Service Social Media Roadmap Gamification 10

Totango

APRIL 6, 2021

During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. You can watch the webinar here and check out a recap of some of the questions and answers from the session below.

CRM 63

CRM Roadmap Customer Success Customers 63

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. Creating a Product Roadmap? Looking to Measure Performance? How To Measure Product Adoption Using Product Analytics. Looking to Measure Performance? How To Measure Product Adoption Using Product Analytics.

Resources 52

Resources Handbook eBook Government 52

Lithium

OCTOBER 4, 2022

Khoros Innovate On-demand + Roadmap Resource Roundup Our latest roadmap aims to help you break down information silos and fragmented systems. Webinars & Events Some event areas are limited to Khoros customers only. Khoros Innovate On-demand + Roadmap Resource Roundup. Kudos to and for helping a new community manager!

Roadmap 52

Roadmap Travel Hospitality Social Media 52

Totango

OCTOBER 7, 2019

October Webinars from Totango. Quarterly Roadmap Preview – available On Demand Tuesday, October 15, 2019. Measuring Success: Metrics, Outcomes and Best Practices – Wednesday, October 16, 2019. We encourage you to take this time to enable the features and prepare your team for any upcoming changes. .

Roadmap 9

Roadmap CRM Metrics Customer Success 9

Gainsight

APRIL 17, 2019

” When I dove in with Product Managers and Engineering leaders on my team, every presentation seemed to have a different method of measuring adoption. I meet with one to two feature teams a week to review their recent progress and the roadmap. Most importantly, I want to know how they are measuring their own success.

B2C 79

B2C Software Roadmap Meeting 79

Amity

APRIL 7, 2016

The customer journey is a “roadmap” that takes the customer from point A to point B - from where they are today to where they will be in the future with the use of your product. Register for Kia Puhm's upcoming webinar, Accelerating Customer Expansion by Managing the Customer Journey.

How To 63

How To Roadmap Customer Journeys Course 63

Clarivate

DECEMBER 13, 2017

However, many of those same companies will have little to no objective measurements in place to actually measure their delivered customer experience. While it is true that many companies have some sort of customer surveys, those may likely be measuring only a small portion of the customer experience.

Customer Journeys 49

Customer Journeys Strategy Customer Experience Management 49

ChurnZero

FEBRUARY 25, 2020

Provide a clear roadmap – From the onset of your customer relationship you should share a strategic plan that outlines where you are going, and the steps needed to get there. Set specific objectives and timelines – You should set very clear objectives that are measurable against your goals as well as a timeline.

Customer Retention 59

Customer Retention Return on Investment eBook Roadmap 59

NetBase

OCTOBER 12, 2018

We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Mentions aren’t everything – they’re certainly not enough on their own – BUT… Mentions are a measure of brand awareness. Measuring this presents opportunities to cultivate brand loyalty by responding to consumers’ deepest desires. Brand Passion.

Social Media 49

Social Media Analytics Metrics Airlines 49

Confirmit

JULY 10, 2019

Webinar Details. Watch webinar. Her research focus areas include customer experience measurement and customer-centric culture. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

DCX

JANUARY 14, 2025

Take a webinar. Download the Free Guide Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success—no fluff, no filler—just proven tips to get everyone on the same page. Take bold, unexpected steps that only a human mind could dream up. Try a new tool.

Customer Experience 52

Customer Experience Social Media Chatbots Customer Journeys 52