Experience Investigators by 360Connext

SEPTEMBER 22, 2020

If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. Incorporate customer feedback data and quotes into project plans and product roadmaps. Great customer experience means better business results. How Does Your Organization Score?

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ChurnZero

MARCH 7, 2025

At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

How To 52

How To Roadmap Self Service Gamification 52

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

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

Customer Bliss

JANUARY 25, 2019

He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. He put together a one-page roadmap and brought it to the senior leadership team. How did he present the journey map to leadership? Understand tracking metrics. Develop a CX charter.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Data Visualization and Reporting These tools often provide intuitive dashboards and reports that present key performance indicators, sentiment trends, and other crucial metrics.

Brands 284

Brands Management Multi-Channel Social Media 284

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. customer experience metrics. Why measuring customer experience metrics matter. by Sam Frampton. on 4 Jun 2019.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Kayako

OCTOBER 16, 2017

There is no shortage of metrics customer support teams could be tracking. Jointly collecting and analyzing survey responses ensures support and customer success have a pulse on customer sentiment and how issues should be prioritized within the product roadmap. Your customer support and customer success teams need shared goals.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. But the true distinction lies in depth, clarity, and usability.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

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. This metric is key in understanding customer satisfaction and loyalty, as higher effort levels correlate with negative customer experiences.

Analysis 195

Analysis Social Media Analytics Loyalty 195

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Experience Investigators by 360Connext

JULY 17, 2024

My client had just returned from a presentation to her executive committee. Our product roadmaps are based on what our customers want, and they’ll get it…in six to eighteen months, maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. Process maps are internally focused.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

DCX

JANUARY 7, 2025

Shiny ideas look great in a presentation, but do they actually fix anything for your customers? This worksheet helps you move beyond surface-level metrics to create meaningful customer impact. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. To make internal politics easier?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

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

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Thematic

MARCH 30, 2025

Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For marketing teams, metrics such as customer retention , conversion rates , and social sentiment provide insight into campaign effectiveness. trends, patterns, and metrics).

Customer Insights 62

Customer Insights Data Analytics How To 62

Aveus

MAY 18, 2021

As a result, industry analysts expect Star performance to decline—at least until MA plans figure out how to meet consumer experience expectations, the most challenging set of metrics to satisfy. Under the new methodology for calculating MA quality scores, consumer experience-related metrics will determine 57% of overall Star ratings by 2023.

Consumers 130

Consumers Healthcare Metrics Case Study 130

Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. Samantha realized that even though their metrics were telling them that sales were good, and business was fine, they didn’t fully understand that the end customer wasn’t completely satisfied. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. Improve Customer Experience Metrics Another strategy to improve customer retention is by improving other customer experience metrics surrounding customer retention. How Is Customer Retention Measured? It is important to show clients that you value them and their time.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

SuiteCX

MARCH 31, 2015

Common mapping tools and metrics. Common metrics. Common definitions and metrics. Common metrics and training. Governance is focused on enhanced data, process innovation and new customer metrics. Some common training at basic levels. thru training, support and education.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. Youll discover how to integrate platforms, track meaningful metrics, and build authentic connections that outlast fleeting digital fads. Track performance metrics to refine your social media strategy. If your brand also feels invisible, keep reading. The payoff?

Tips 85

Tips Tools Social Media Multi-Channel 85

Customer Bliss

AUGUST 3, 2018

Unfortunately, in some places, there’s still a lack of trust in the metrics and cost-benefit analysis that experience officers are putting against investments they’re proposing to the C-Suite. Metrics tools are great but don’t forget about the human element. There’s still a need to raise the game on the science.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ECXO

DECEMBER 26, 2023

Whether it’s giving a presentation, writing documentation, or creating a website or blog, we need and want to share our knowledge with other people. Measuring the User Experience: Collecting, Analysing, and Presenting UX Metrics by Bill Albert and Tom Tullis. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

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. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback How To Social Media B2C 195

DCX

DECEMBER 31, 2024

Build skills that lead to measurable outcomes—whether it’s nailing a presentation, impressing your team, or leveling up your career. The Wrong Metrics You’re tracking NPS and CSAT, and that’s great—but let’s be real, execs want to see how you’re moving the needle on revenue. What changed?

ROI 52

ROI Self Service Leadership Metrics 52

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

Pointillist

SEPTEMBER 26, 2018

But the majority are still not able to show how the customer experience metrics they collect directly impact business performance or how they are using them to improve customer experience. Take Direct Action Based on Your Customer Experience Metrics. b) Input for Product Development. Release a beta version and track the NPS for it.

Metrics 65

Metrics Net Promoter Score Customer Experience Effort Score 65

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!) These become her “metrics I want to improve.”. the hurdles.

Roadmap 53

Roadmap Data Net Promoter Score Analytics 53

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 136

Roadmap Competitive Advantage Innovation Self Service 136

GetFeedback

JULY 29, 2019

Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback. These types of presentations also highlight the value of surveying customers and can help correlate with metrics such as a change in customer retention and satisfaction.

Survey 150

Survey Feedback How To Net Promoter Score 150

Thematic

NOVEMBER 18, 2024

Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions. This makes it really easy for stakeholders to understand at a glance what is influencing key business metrics. They can also be impacted by biases present in the data.

Analysis 62

Analysis How To Multi-Channel Social Media 62

Gainsight

OCTOBER 17, 2019

Six years ago , people didn’t present about customer success (CS) in the boardroom unless it was a major escalation. Every board and company presents Product a little differently. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. When it comes to presenting, back it up by telling them why you chose them.

Metrics 45

Metrics Meeting NPS Effort Score 45

AWS Machine Learning

AUGUST 26, 2024

Prospecting, opportunity progression, and customer engagement present exciting opportunities to utilize generative AI, using historical data, to drive efficiency and effectiveness. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 125

Sales Multi-Channel Metrics Feedback 125

Totango

SEPTEMBER 9, 2022

Prepare any presentation aids you want to incorporate, such as illustrative stories or graphs summarizing data. To make attendance manageable for busy executives, consider sending out notes in advance and placing priority items in an executive summary at the front of the presentation. Then, you’ll create a roadmap for the next 90 days.

Meeting 19

Meeting Tips Analysis Guidelines 19

Experience Investigators by 360Connext

AUGUST 22, 2023

At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions. Present your data in ways that speak to specific departments, and continually follow up to show them how they are driving noticeable improvements in the experience.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Amity

OCTOBER 7, 2016

Customer calls: Being present on other CSMs customer calls allows faster learning on what users want, what new and tricky questions to watch out for, how different companies formulate a strategy around your product. Product calls: Sitting in on meetings with our product team provides a better understanding of your product roadmap.

How To 99

How To Roadmap ROI Meeting 99