InMoment XI

AUGUST 16, 2024

Research shows that 70% of digital deployments fail to meet their goals. UX and Product Testing User experience (UX) is a critical factor in successful digital adoption. Before fully rolling out new technologies, conduct thorough UX and product testing with actual end users—whether they be employees, customers, or both.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

Lumoa

AUGUST 23, 2021

While it’s far from over, when everything is weird, it can make it a bit easier to meet people where they’re at emotionally/mentally to help. Recently, there are more options than ever to interact with companies, resulting in customers who crave fast, efficient, and personalized customer experiences.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt. Anahita Reilly is the Chief Customer Officer for the U.S. Key Takeaways.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Thematic

MARCH 22, 2022

Product validation is the process of determining whether a product concept or idea has the potential to meet the needs of customers, consumers, and stakeholders. Start with internal team testing, and when you’re happy, extend this to sample users from your target population. Is it intuitive, manageable, and user friendly?

Roadmap 62

Roadmap Analytics Feedback Analysis 62

Retently

NOVEMBER 27, 2024

Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. Regularly analyze and adapt your strategies to stay ahead of the competition and meet evolving customer expectations. Personalization is the key to standing out. Ecommerce success isn’t static.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

ECXO

APRIL 26, 2023

High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. By working together, the CCO and CDO can innovate to develop new products and services that meet the current needs of customers – and anticipate the future.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

CSM Magazine

JANUARY 20, 2025

Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. When used right, these numbers provide actionable insights to fine-tune content, improve user experience, and boost satisfaction.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

Thematic

FEBRUARY 19, 2025

User experience and training Does your insights and research team have the internal resources to train and maintain a complex system? A user-friendly platform removes bottlenecks in analysis, and helps you quickly get to actionable insights. Thematic’s user-friendly interface clearly shows how the AI reaches its results.

How To 62

How To Self Service Analysis Analytics 62

Customer Bliss

NOVEMBER 15, 2018

Samantha enlisted the help of her user experience team to put together a comprehensive audit. They needed to gain a deeper understanding of what the experience was like for customers. Samantha says: Customer experience isn’t about just coming up with personas and the needs by persona; I wish I had known that sooner.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Lumoa

JANUARY 19, 2023

These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals. Current state mapping helps organizations pinpoint where they are currently failing to meet customer expectations, as well as any areas that could benefit from further optimization.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Totango

FEBRUARY 12, 2025

Well also be hosting webinars, virtual meet-ups, and attending various events to ensure every customer success and revenue leader stays in tune on how critical customer-led growth is in todays market. We hope youll join us along the way!

Brands 62

Brands Customer Success Roadmap Innovation 62

Gainsight

OCTOBER 25, 2021

Because it feeds off of user experiences, and users are the main driver of your company’s growth, customer feedback loops can be a guiding light for your product roadmap. Customers and users are the beating heart of your product. At the end of the day, if your product is meeting their needs, it’s healthy.

Feedback 98

Feedback Roadmap User Experience Analysis 98

Feedbackly

JANUARY 11, 2024

helps our customers become CX heroes and get a sneak peek into our exciting product roadmap for the future: Excited to try it out yourself? In the words of Scott Taylor, the Data Whisperer, “Good decisions made on bad data are just bad decisions you don’t know about…yet”. demo surveys here.

Feedback 105

Feedback Roadmap Survey Customer Centricity 105

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. As an alternative, you can also use this template on Zapier which provides a guided setup experience including pre-filled options and fields so you don’t have to create a zap from scratch. Training our model.

Analysis 109

Analysis Feedback NPS Effort Score 109

PeopleMetrics

FEBRUARY 26, 2018

Assuming the results are positive, the company then proudly presents their board with the survey results compared to industry benchmarks and proceeds with the board meeting. Keep a finger on the pulse of your end-user experience. Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score Company Roadmap 96

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. B2B NPS) Was there anything about your experience that didn’t meet your expectations? Surveys that are too long are less likely to be completed and also take away from the user experience.

Feedback 195

Feedback How To Social Media B2C 195

Retently

JANUARY 19, 2023

When a product meets the target market’s needs, customers are likelier to become advocates for the product. The product comes next, featuring a value proposition that addresses customer needs and includes the necessary features; followed by the user experience where customers test/use your product.

Measurement 157

Measurement Survey Marketing Effort Score 157

Centercode

FEBRUARY 11, 2021

The same data revealed that only 1 out of every 26 customers complain about these negative experiences; the rest just leave (and may badmouth the product or brand to their friends offline). Market research, quality testing, user experience, and product analytics are absolutely essential to building a good product.

e-support 98

e-support How To Policies eBook 98

DCX

JANUARY 12, 2025

Quick Win for You: Find one place in your user experience where you can anticipate what someone might need next. One Big Question: What steps can you take to design experiences that feel intuitive, human, and even a little magical? Even small moments of thoughtfulness can make a big impact.

Virtual Agent 52

Virtual Agent Chatbots Retail Leadership 52

Guavus

FEBRUARY 17, 2022

Because when you achieve that goal of combining innovation with a rich user experience, things that used to be perceived complicated or unreachable become fluid and easy to process. New AI-driven Mobile Voice Analytics Product from Guavus Helps Operators Meet Customers’ Great Expectations for 5G. Image attribution: iStock.

NPS 98

NPS Net Promoter Score Customer Centricity Analytics 98

Thematic

MARCH 26, 2025

Public product roadmaps – Transparency wins customer trust. Community engagement – Announce updates on forums and social media to re-engage users. This could be done through release notes, in-app notifications, or email updates explaining the improvement and how it enhances user experience.

Feedback 62

Feedback Social Media Analysis Survey 62

Centercode

JANUARY 22, 2021

A perfected product isn’t a perfect product, but it: Meets design requirements. A perfected product doesn’t stop at functional — it provides an amazing user experience. The most innovative minds in tech know that no instinct or amount of experience beats actually listening to your customers.

How To 59

How To Roadmap User Experience Return on Investment 59

Gainsight

MARCH 21, 2022

Pressure is pushing down on product leaders and managers to deliver an unbeatable user experience—and for good reason. Mastering the user experience can drive up everything from revenue and engagement to product growth. How can you leverage user analytics and drive growth? Track your user’s path.

Analytics 52

Analytics Roadmap How To Analysis 52

Zonka Feedback

OCTOBER 1, 2022

This strengthens the need for product improvement at every touchpoint of the user experience, be it buying your product, using it, requesting and adding a feature to it, or getting customer service or support in case of queries and concerns. Create Product Roadmaps. Prioritize Product Feedback Data.

Feedback 96

Feedback Knowledge Base Social Media Roadmap 96

TechSee

AUGUST 31, 2022

End-users come to your brand because they expect something. They expect a great experience, they expect great service and support, and they expect you to meet their expectations. This requires meeting the customer or end-user on their terms. How often do they meet? Launch & Rollout. Do they have one?

Engagement 109

Engagement Self Service Video Culture 109

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Therefore, stores need to ensure that the contracted providers meet the expectations of their potential customers whenever possible. Did the promotion meet your expectations in terms of value?

Ecommerce 109

Ecommerce Survey Retail NPS 109

SuiteCX

JUNE 1, 2015

The customers’ expectations of their experience with the company. Areas where the company may be failing to meet customer expectations. Roadmap refers to the plan of action based on what was learned in the Journey Mapping effort. How different interactions tie together. Customer needs, emotions, perceptions.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

CX Workout - Ideas Blog

NOVEMBER 3, 2020

To compete effectively, it takes full alignment between CX, EX, User Experience (UX), Data, IT, Marketing, and Systems. That’s the only way an organization can begin a continuous learning process and start to realize the full benefits of delivering exceptional customer experience. For More Information.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. These surveys include questions about the ease of finding information, the clarity of the messaging, the layout or design, and the overall UX/UI experience.

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

ShepHyken

AUGUST 25, 2024

Finally, the initials you don’t see often enough are used, and that’s MX, as in Multi-Experience. That is the combination of the EX, the CX, and the UX (User Experience). Find the ones you like and share and discuss them, one at a time, in a team meeting. The benefits are numerous. There is much here to inspire your team.

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

West Monroe

MAY 22, 2024

Companies face an ever-growing challenge to deliver high-quality products at an unprecedented rate to meet customer demand. This valuable feedback wouldn't be incorporated into the product roadmap, rendering it ineffective and leading to a less valuable product. User experience isn't just for external customers.

Data 52

Data User Experience Roadmap Feedback 52

Thematic

JULY 11, 2022

This step tailors the analysis to meet your specific product, marketing or operations team use case. Insights found via the analysis show how you can improve your product, customer service, or employee experience. Finding these types of insights enables you to validate your product and create data-driven product roadmaps.

Analysis 77

Analysis Roadmap Banking NPS 77

Totango

JANUARY 26, 2021

Customers can become dissatisfied with your brand if their expectations at the time of purchase aren’t met by their actual experience of your product. Your product is capable of meeting customer expectations, but your customer isn’t adequately trained on how to use your product. Your product isn’t capable of meeting their goals.

Customer Retention 94

Customer Retention e-support Analysis Customers 94

Gainsight

MAY 3, 2022

To secure more expansion revenue, product managers need to put the product at the center of the customer experience at every stage of the business–from acquisition all the way to expansion. In order to increase expansion revenue, you need to consistently improve your product by enhancing your users’ experiences.

Handbook 52

Handbook Roadmap User Experience Metrics 52

Totango

SEPTEMBER 17, 2021

It gives the individual user an opportunity to experience your product for themselves. It also gives you an opportunity to deliver them a data-driven, customized experience and demonstrate how your product meets their individual needs. Informs Your Product Roadmap. What Are the Pros of a Freemium SaaS Model?

Customer Journeys 78

Customer Journeys Sales Loyalty Social Media 78

ChurnZero

SEPTEMBER 25, 2020

To illustrate this point in the workplace, Noronha and Gillespie describe how to salespeople “everyone seems to be trying to slow down their deal” and for product teams “all others seem to be trying to ruin the user experience. (No Sit in on Customer Success team meetings (as a quiet observer). No more in-app offers!)”.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

NobelBiz

NOVEMBER 6, 2023

If you’re serious about boosting your operational efficiency, watch the on-demand version of our roundtable webinar, “Decoding the CCaaS Migration Dilemma: A Roadmap to Success.” ” Discover how transitioning to CCaaS can supercharge your contact center’s operational efficiency.

Call Center 105

Call Center Self Service Contact Center Customer Service 105