Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

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. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks. Why is Collecting Customer Feedback Important? Keep it simple.

Feedback 195

Feedback How To Social Media B2C 195

ShepHyken

JULY 12, 2019

Collecting this data in large quantities can present more of a burden than a solution if you lack the necessary resources for combing through and creating actionable insights that pinpoint inefficiencies in your operations. Understand Your Facilities Through Data Collection.

Customer Experience 113

Customer Experience How To Roadmap Analysis 113

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Understanding the key lifecycle stages for an Ecommerce Focus on the Buyer Journey Each stage of the buyer’s journey presents unique opportunities and challenges for stores to engage with and satisfy customers.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Gainsight

JULY 27, 2022

Not only must you focus on areas such as user experience, strategy, and analytics, but you also need to care about how the product is built, marketed, sold, and serviced. On the other hand, you don’t want to stray too far from your carefully calibrated roadmap, nor do you want to overwork your staff. that keeps the fish fed.

Roadmap 59

Roadmap Government System Sales 59

DCX

SEPTEMBER 29, 2024

This week, I've got a fascinating mix of topics that reflect the dynamic landscape of customer experience and technology today. The New Frontier in Strategic Decision-Making Digital twin technology, powered by generative AI, is revolutionizing how companies make strategic decisions and enhance customer experiences.

e-support 86

e-support Customer Centricity Apparel Leadership 86

Thematic

APRIL 13, 2023

This left users frustrated by the lack of response, which in turn impacted our user experience and overall product satisfaction scores. We wanted to ensure that ALL product teams were leveraging ALL customer feedback to make informed business decisions when prioritising roadmaps. Dealing with data overload! Why Thematic?

Feedback 71

Feedback Roadmap Analysis Culture 71

Thematic

JULY 11, 2022

Insights found via the analysis show how you can improve your product, customer service, or employee experience. Here’s how thematic analysis can be applied in the real world: Drive product roadmaps Thematic analysis is awesome when it comes to analyzing subjective feedback like product reviews.

Analysis 77

Analysis Roadmap Banking NPS 77

TechSee

AUGUST 31, 2022

A user already on the phone may want to launch a video session, but stay on the phone for their audio. While an audio-less video-only session may sound simple, consider that the inability to offer a video-only session would result in endless echo, and ruin the user experience. Launch & Rollout. Culture & DNA.

Engagement 109

Engagement Self Service Video Culture 109

ChurnZero

JULY 12, 2019

Users must feel compelled to access your application over time. This is linked to a) the kind of solution you offer, b) your product roadmap, c) your customer success program, and d) your user experience. Your roadmap can partially influence that. Proving value once is not enough. Such apps create addiction.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

CustomerSuccessBox

APRIL 26, 2021

It cuts across the product, support, pricing, usage, customer success, user experience, the solution we are offering, and more. So I present to you FAIR , post mortem of a churned account. So we will be updating/adding processes, product roadmap, and other practices across functions as required. Churn is inevitable.

Analysis 52

Analysis How To Roadmap Customer Success 52

Circular Edge

APRIL 24, 2019

In part one of my recap , I shared several JDE customer success stories, journey maps and announcements from the JD Edwards keynote and roadmap sessions at Collaborate 19 (I also included links to the recordings and presentations). Andy’s content-rich presentation 9.2 CE Customer Stories & Educational Highlights.

Innovation 40

Innovation Roadmap Case Study Conference 40

Circular Edge

APRIL 24, 2019

In part one of my recap , I shared several JDE customer success stories, journey maps and announcements from the JD Edwards keynote and roadmap sessions at Collaborate 19 (I also included links to the recordings and presentations). Andy’s content-rich presentation 9.2 CE Customer Stories & Educational Highlights.

Innovation 40

Innovation Roadmap Case Study Conference 40

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

ClientSuccess

APRIL 5, 2022

Understanding how likely a user is to recommend your product or service is critical to gauging your team’s position and success in the industry. But there is still so much your users can tell you about their experience, how your product can become even more user-friendly, and even where your product roadmap can grow.

NPS 52

NPS Survey eBook Social Media 52

Gainsight

MARCH 30, 2020

More users in your product means more opportunities to nurture lifelong customers, but it also presents more work to ensure each user is on the path to success. How do we provide a high-touch approach to users when our methods of contact are more limited than ever? What is a high-touch product experience?

How To 59

How To Analysis NPS Trends 59

NetBase

OCTOBER 22, 2018

Keynote speaker Brian Solis’s presentation, The Shift from CX to Experience: Why Experience Is Everything Now and How to Design Experiences That Matter , was the perfect bit of inspiration to kick off the next two days of insights and information. The NetBase Roadmap – Skating to Where the Puck Is.

Analytics 58

Analytics Social Media Roadmap Hotels 58

Centercode

APRIL 30, 2019

At this year’s Centercode User Group , Sonos Senior UX Research Lead Amy Dexter shared some of that creativity with her fellow customer testing professionals. Her presentation offered real-world examples of how blending traditional user research tactics with Customer Validation is increasing organizational program adoption.

Touchpoint 66

Touchpoint Survey Guidelines Groups 66

Totango

JANUARY 26, 2021

If you suspect churn is being caused by a misalignment between your product and your customers, have your marketing and sales team review your ideal customer profile and the emphasis of your marketing campaigns and sales presentations. Dissatisfying User Experience. Poor customer experience promotes churn.

Customer Retention 94

Customer Retention e-support Analysis Customers 94

Circular Edge

APRIL 17, 2019

From COLLABORATE’s move to San Antonio to CE’s expanded Platinum Elite partnership with Quest to the customer successes and digital transformation stories highlighted in the JD Edwards keynote, roadmap and other educational sessions, the week was full of themes of journeys and continuous innovation with E1 9.2. Resources: JDE E1 9.2

Resources 40

Resources Customer Journeys Roadmap Innovation 40

Circular Edge

APRIL 17, 2019

From COLLABORATE’s move to San Antonio to CE’s expanded Platinum Elite partnership with Quest to the customer successes and digital transformation stories highlighted in the JD Edwards keynote, roadmap and other educational sessions, the week was full of themes of journeys and continuous innovation with E1 9.2. Resources: JDE E1 9.2

Resources 40

Resources Customer Journeys Roadmap Innovation 40

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 No more in-app offers!)”. Sound familiar? Put on Your Product Hat.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

SurveySensum

JANUARY 24, 2024

Here’s how: Impact on user experience : Prioritize features that enhance usability, streamline workflows, and contribute positively to the overall product experience. For example, prioritizing a streamlined onboarding process to enhance the first-time user experience. Prioritise, based on strategy, roadmap, etc.

Roadmap 52

Roadmap Feedback Customers Survey 52

Circular Edge

AUGUST 30, 2018

Many of the conference sessions then focused on what digital transformation means for JDE customers and why User Experience, Mobility, IoT, Process Automation and Operational Simplification are all critical components in becoming digital enterprises. Read a recap of his COLLABORATE presentation here.

Resources 40

Resources Conference Chatbots Innovation 40

Circular Edge

AUGUST 30, 2018

Many of the conference sessions then focused on what digital transformation means for JDE customers and why User Experience, Mobility, IoT, Process Automation and Operational Simplification are all critical components in becoming digital enterprises. Read a recap of his COLLABORATE presentation here.

Resources 40

Resources Conference Chatbots Innovation 40

SurveySparrow

NOVEMBER 28, 2023

Reverse Needs: Things that, if present, make customers unhappy. User Experience Enhancements: Improving overall user experience with faster, intuitive, and advanced features. These are the unexpected treats that, when present, significantly elevate satisfaction. But their absence doesn’t bother them.

Customer Satisfaction 52

Customer Satisfaction Analysis Roadmap Customer Expectations 52

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Embrace the authenticity challenge.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Thematic

SEPTEMBER 14, 2022

You’d present your solutions to the product delivery team. Exploring the problem space means getting real and personal with your user base, and listening to what they’ve got to say. Instead, watch what the user experience looks like in the real world. But product development should never be static.

Net Promoter Score 62

Net Promoter Score Analytics Software Survey 62

West Monroe

JUNE 1, 2023

Investing in the right platforms to track product use and adoption can yield insights that inform decision-making and roadmap tradeoffs and drive day-to-day operational efficiencies. Increase data fluency Data is essential to a CPO’s success. Features that were “sticky” at first had lost their luster.

Return on Investment 52

Return on Investment Culture Roadmap Exercises 52

Retently

JULY 3, 2024

Honest feedback is like a roadmap for businesses. Whether it’s a new product launch, a customer service experience, or internal processes, knowing what people really think helps businesses grow and thrive. This ease of use increases participation rates, as users are more likely to engage with a tool that is simple and straightforward.

Tools 78

Tools Feedback Analytics Survey 78

DCX

SEPTEMBER 29, 2024

This week, I've got a fascinating mix of topics that reflect the dynamic landscape of customer experience and technology today. The New Frontier in Strategic Decision-Making Digital twin technology, powered by generative AI, is revolutionizing how companies make strategic decisions and enhance customer experiences.

e-support 52

e-support Customer Centricity Apparel Leadership 52

iCiDIGITAL

JULY 11, 2018

Ability to integrate, seamless workflows, and shareable datasets reliance are no longer the future needs; they are the present. Building optimal customer experiences at scale brings DAM to the forefront of the conversation around rich media. Download the Forrester Wave Digital Asset Management (DAM) for Customer Experience Report HERE.

Management 40

Management Roadmap Omni-Channel Leadership 40

ClearAction

APRIL 17, 2019

Tightening ranges for competitive differentiation have brought customer experience management to the forefront of most companies’ strategic priorities today. Customer experience is often managed with tunnel vision,” Borghesi continued. You can’t manage customer experience mid-pyramid, because its roots are in the foundation.”.

Management 69

Management Customer Experience Management ROI Financial 69

SurveySparrow

FEBRUARY 29, 2020

It will also help you understand the essence of the product so that you can have a clear roadmap as to what is necessary. When you have a clear vision, you will be able to outline the exact elements that will make up the perfect product experience for your customers. Analyzing the users. Design Sprint.

Customer Journeys 72

Customer Journeys Feedback Survey Customer Experience 72

SurveySparrow

AUGUST 28, 2023

This not only saves customers time by presenting relevant options but also enhances their overall experience. Omnichannel Consistency A frictionless experience should seamlessly transition across different channels. Customers may abandon transactions or registrations if they perceive the process as time-consuming or unclear.

Connections 52

Connections Customer Experience Multi-Channel Social Media 52

Responsetek

MAY 3, 2018

One of those expectations is that customers and prospects will have a consistent experience of your brand across all channels, from your website to your customer service center to your brick-and-mortar store. By doing so, you will learn what experiences are most critical for you to change first in your omnichannel implementation path.

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40