BlueOcean

MARCH 24, 2025

Because we didnt know until the waning days of our relationship that our client was being measured by their head office in Europe on one KPI above all others: the scores on their post-contact surveys a metric that didnt even appear in our SOW. Do metrics need to be adjusted? Are service levels being executed?

Contact Center 156

Contact Center Automotive Analytics Metrics 156

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. Measuring Success: Metrics that Matter Once youve implemented the right technologies and strategies, how can you tell if its working?

Call Center 195

Call Center Contact Center Effort Score Social Media 195

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. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? The post Strategic roadmap to deliver new-age customer experiences appeared first on Uniphore. Register Now. You can unsubscribe anytime.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. 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.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

InMoment XI

AUGUST 3, 2022

However, numbers and metrics alone aren’t going to get you the employee retention you need to create meaningful experiences—taking meaningful action is the only step that’s going to get you there. So, with that in mind, shift your paradigm if you haven’t already to designing your experience program with the end in mind.

Employee Experience 418

Employee Experience Brands Roadmap Culture 418

Experience Investigators by 360Connext

JANUARY 5, 2022

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. . Related Resources: [Guide] SMIRC Goals checklist.

Resources 369

Resources Customer Journeys Video Customer Experience 369

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. Examine Your Current Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

ECXO

MARCH 21, 2023

Metrics such as Customer Satisfaction Scores (CSAT), Adoption Rate (AR), Net Promoter Scores (NPS)–(which I do not recommend due to the transactional aspect of it,) and Customer Effort Scores (CES), and many others will help quantify and qualify the CX outcomes of your organisation, and provide insights for optimizing it.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

InMoment XI

JULY 13, 2022

Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. NPS is a metric designed to measure customer experience. Feed this data back into your product roadmap and to your sales team. What Is Net Promoter Score? Changing this can instantly boost results. Keep Going.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

BlueOcean

SEPTEMBER 17, 2020

If that suite doesn’t include the specific metrics that align with your goals, now is the time to get started on developing custom reports. The post From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program appeared first on Blue Ocean. At Blue Ocean, we’re all about strategic partnership. You deserve it.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

Retently

MARCH 11, 2025

Monitoring Key CX Metrics & Performance After handling the morning review rounds, the next big task is diving into the numbers. By translating feedback into strategy and keeping teams aligned on customer needs, they turn CX from just another metric into a real competitive advantage. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Therefore, it’s lagging.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

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

ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. Monitor customer satisfaction metrics (e.g., Actions You Can Take: Regularly ask customers how you can improve their experience.

Sales 247

Sales Customer Experience e-support Examples 247

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Tie Rewards to Customer Metrics: Link bonuses or recognition awards to specific improvements in CX, reinforcing the importance of customer-centric efforts.

Customer Experience 295

Customer Experience Leadership Innovation Roadmap 295

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . And that came out in the research that never would naturally appear on an operational metrics dashboard, it never would naturally appear, right? We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

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. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Report 90

Report How To Effort Score NPS 90

Calabrio

MARCH 22, 2025

These clearly defined objectives provide a roadmap for your team, ensuring everyone understands what success looks like and how to achieve it. Focus on the right mix of metrics With concrete measurement you can quantify the effects ofand make improvements toyour contact center management efforts.

Contact Center 130

Contact Center Management Strategy Call Center 130

Kustomer

AUGUST 12, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 98

Roadmap Tips Travel Groups 98

Gainsight

AUGUST 14, 2019

There’s a growing need to follow user progression in-app—it reveals actions and patterns that can affect everything from your product roadmap to revenue goals. If internal teams fail to adopt product usage metrics to their full extent, product experience will not be evaluated sufficiently. Product Data: The Single Source of Truth.

Metrics 107

Metrics Analytics Effort Score Measurement 107

AWS Machine Learning

JUNE 24, 2022

Then the ML pipeline checks if the produced accuracy metrics (such as F1, precision, and gain deciles) pass the necessary thresholds. With the MLOps maturity model, we can define a clear architecture design and delivery roadmap. In the evaluation step, the produced model artifact is used to perform inference to the validation dataset.

Roadmap 116

Roadmap Training Data Government 116

Wootric CX Blog

NOVEMBER 4, 2020

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Of course, no single metric is going to give you a complete picture, and you will have to discover how to adapt the big three to your business case. Customer Satisfaction ( CSAT/PSAT ).

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

Win the Customer

JANUARY 2, 2025

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

GetFeedback

SEPTEMBER 19, 2018

Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality. When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Product feedback helps guide your roadmap and inform each release.

Survey 199

Survey Net Promoter Score Data Effort Score 199

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. What Metrics Should Marketers Track to Evaluate Success? These metrics should align with business goals and customer behavior patterns. Revenue Metrics: Repeat purchase rate, average order value, and lifetime value.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy. I’d also love to hear your experiences on this subject.

Feedback 509

Feedback ROI Innovation B2B 509

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. The good news is that there are roadmaps to follow, such as Heather’s, to lay the groundwork and then build a thriving community. 1: Define your digital community’s needs.

How To 52

How To Roadmap Self Service Gamification 52

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. Let’s take a closer look at how you can pinpoint the metrics that will be useful and tell an accurate story of your sales training ROI. How to Determine Sales Training Metrics.

Training 86

Training Metrics Sales ROI 86

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 It’s like a roadmap that shows where things are working – and where they’re not. Measuring Success: Metrics to Monitor You can’t improve what you don’t measure. Boosting SEO and PPC Efforts 7.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Martin reveals the secrets to structuring a successful CX team with a 90-day roadmap. Slow Down for Success.

Roadmap 78

Roadmap Groups Travel Consulting 78

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

InMoment XI

SEPTEMBER 3, 2024

Product Development and Feedback Organizations can gather valuable feedback on existing products and services, providing insights that can inform product roadmaps and future development. Agent and Coach Performance Metrics : Evaluate agent and team performance with detailed scorecards highlighting strengths and areas for improvement.

Analytics 195

Analytics Data Social Media Average Handle Time 195