Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Sales Customer Centricity Return on Investment 81

Retently

MARCH 11, 2025

Monthly presentations for leadership , highlighting CX-driven improvements and business impact. 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

ECXO

MARCH 6, 2025

Some organizations create a detailed CX roadmap that estimates improvements in metrics like net retention rate, customer lifetime value, or average deal size as experience enhancements roll out. This group regularly reviews progress on the CX roadmap, monitors key metrics, and helps resolve any interdepartmental issues.

B2B 339

B2B Customer Journeys How To Effort Score 339

Experience Investigators by 360Connext

MARCH 19, 2024

As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.

Policies 200

Policies Roadmap Culture Leadership 200

Win the Customer

DECEMBER 21, 2024

Customized content: Present customers with content that is relevant to their interests and needs, such as personalized articles, blog posts, and videos. Targeted offers and promotions: Deliver personalized offers and promotions that are most likely to resonate with individual customers.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

CX Accelerator

JUNE 8, 2020

Present your product roadmap and get valuable customer input. Motteram also suggests setting up a customer advisory board where you “Invite a representative cross-section of your customers into a room on a periodic basis to provide feedback on things like company people, processes, and product.”. Learn about your competitors.

Survey 345

Survey Social Media Contact Center Call Recording 345

eglobalis

OCTOBER 1, 2024

Challenges in Transitioning from a Siloed to a Non-Siloed Organization While the benefits of eliminating silos are clear, the process of transitioning from a siloed structure presents challenges. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

CloudCherry

JULY 10, 2019

Sometimes, you may not even realize how elements of customer service are present in the most basic user interactions. Chatbots engage customers in a conversation by presenting these questions upfront and providing options that are tailored to their needs. And in most cases, it is tied very closely to good customer service.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. Her autobiography Can I Be Me and her latest Emotional Justice, A Roadmap for Racial Healing. She is the CEO of The Armah Institute of Emotional Justice – a global institute on implementing the Emotional Justice framework. Or, listen on: Apple Podcasts.

Roadmap 98

Roadmap Culture Policies Connections 98

Experience Investigators by 360Connext

DECEMBER 1, 2020

My client had just returned from a presentation to her executive committee. Product roadmaps. 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.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

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

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. Scalability Scalability and efficiency present another set of challenges.

Analytics 195

Analytics Data Social Media Average Handle Time 195

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

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?

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Incorporate customer feedback data and quotes into project plans and product roadmaps. Customer-first cultures require an eye toward the future and persistent attention on the present. Provide incentives to those employees who develop customer-centric ideas. Reward those employees who earn high marks from customers.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Thematic

MARCH 22, 2022

Basic Product Validation: From Product Idea to Roadmap Now that you know product validation is important, how should you go about it? Remember that product validation is not about feature requests or customer-driven roadmapping. You’ll know what to focus on as you put together your product roadmap.

Roadmap 62

Roadmap Analytics Feedback Analysis 62

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. 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

Experience Investigators by 360Connext

JUNE 22, 2021

But meanwhile, we have at-risk customers who are ready and willing to defect to competitors when the right opportunity presents itself. Use that information to inform your roadmap for improvements. This is how we get lulled into thinking everything’s working well. Who are your at-risk customers? Seek feedback when a customer leaves.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

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. They love us. No worries here.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

McorpCX

JUNE 14, 2022

Fixing CX Potholes and Using Roadmaps for Your CX program: Insights from Forrester CX North America 2022. The presentations at Forrester CX North America 2022 , which took place June 7-9 at the Gaylord Opryland Resort and Convention Center in Nashville, were full of amazing insights and information.

Roadmap 111

Roadmap Customer Experience Customers ROI 111

Kayako

OCTOBER 16, 2017

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. Incorporating customer feedback into your product roadmap reduces this risk. Collect product feedback to help improve the product.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

ECXO

OCTOBER 5, 2023

You get a lifetime license to 6 self-paced modules with narrated presentation videos, quizzes, workbooks, templates, and examples. Fine-tune your wisdom in data quality, analysis, presentation, and use in business. Fine-tune your wisdom in governance, engagement, maturity roadmap, and tying-in to corporate strategy.

ROI 156

ROI Video Government Leadership 156

Experience Investigators by 360Connext

OCTOBER 17, 2023

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. Present a Visual Dashboard Create a visual dashboard that provides a consolidated view of CX metrics and their impact on business outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. She is a regular speaker at CX events and conferences across Europe. She studied in Frankfurt (Germany) & Madrid (Spain) and lived and worked in London for three years.

Travel 204

Travel Industry Hotels Customer Journeys 204

NICE inContact

AUGUST 21, 2018

one of the reasons I’m here is to learn more about the automation and the AI roadmap…”. – Real-world presentations from organizations and people who have been there, done that. At this conference I have learned a lot about what is out there, what you guys are working on…because everything is automation and bots.”. Even better.

Interaction 121

Interaction Entertainment Roadmap Conference 121

CSM Magazine

NOVEMBER 13, 2024

Business Systems Ltd , an industry expert in digital communications solutions, and teneo.ai – the AI-driven contact centre platform – are joining forces to present a webinar that focuses on ‘Five Signs Your Contact Centre Needs to Go Digital-First.’

System 52

System Roadmap Customer Satisfaction Industry 52

GetFeedback

JANUARY 29, 2019

Product : improve product features and inform your product roadmap with customer feedback data. It’s difficult to know which questions should be asked, when they should be presented, and how they should be phrased. Success : periodically send surveys throughout the customer lifecycle to improve onboarding and customer health.

Survey 150

Survey Net Promoter Score Roadmap Knowledge Base 150

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.

Customer Experience 221

Customer Experience Social Media Video Customers 221

C3Centricity

JANUARY 13, 2021

Yes, if it is the traditional market research department that merely provides simply analysed data from repetitive surveys shared in boring presentations. Getting to Yes: A 7-step Roadmap to Successful Project Management. How to Improve Customer Centricity in Hospitality. We all run projects, some of us as a profession.

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

Kerry Bodine

APRIL 17, 2018

Customer recruiting always presents logistical challenges, but we’ve never failed to find customers who are enthusiastic about attending. “If So we arranged for an SVP to open the day with a product roadmap session that enabled attendees to get all of their product questions and suggestions off their chests.

How To 120

How To Roadmap Exercises Tips 120

ECXO

AUGUST 6, 2024

Our brains are wired to prioritize the present moment, a trait that has been honed over millennia of evolution. This present-focused orientation, known as temporal discounting, makes immediate rewards more compelling than future gains. Over time, this has ingrained a preference for the present in our neural circuitry.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

Calabrio

NOVEMBER 18, 2024

Driving festive season success with Calabrio Analytics The festive season presents a valuable opportunity for retailers to offset some of these financial strains. Embracing these technologies allows retailers to stay resilient, drive loyalty, and turn challenges into a roadmap for success in the coming year.

Retail 130

Retail Engagement Management Analytics 130

QuestionPro Audience

APRIL 16, 2018

Follow this approachable and executable roadmap below to find the most suitable trade show or exhibit for your product or service. Your service or product will sputter. Conversely, well-researched shows blast your brand to hyperspace when it comes to customer engagement. Align the needs of your brand.

Multi-Channel 150

Multi-Channel Social Media Roadmap Marketing 150

ShepHyken

JANUARY 22, 2019

The Interview with Mark Samuel: Mark’s book, B STATE: A New Roadmap for Bold Leadership, Brave Culture, and Breakthrough Results , details a paradigm shift that will lead individuals and companies to success. His most recent book is B STATE: A New Roadmap for Bold Leadership, Brave Culture, and Breakthrough Results.

Roadmap 95

Roadmap Exceptional Customer Service Culture Leadership 95

Customer Bliss

NOVEMBER 15, 2018

Samantha presented her findings to the CEO and executive team through a visual deck, in a way she knew her audience would be receptive to. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do. It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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 137

Roadmap Competitive Advantage Innovation Self Service 137