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

ShepHyken

DECEMBER 4, 2020

Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI. Wrong Technology.

Roadmap 112

Roadmap Customer Experience Airlines How To 112

DCX

DECEMBER 31, 2024

Show Me the Money: Proving ROI from Your CX Initiatives You know the drill. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” Let’s talk about why proving ROI feels so painful—and, more importantly, how you can make it easier.

ROI 52

ROI Self Service Leadership Metrics 52

InMoment XI

JANUARY 27, 2025

And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI. Understanding these drivers provides a roadmap to continuous improvement, whether its agent behavior, product knowledge, or customer sentiment.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. How the CX ROI Metrics Roadmap Works Gold : First, your CX team facilitates earnest use of customer experience insights for growth efforts: Products and services : new, upgrades, and lite versions.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Centercode

SEPTEMBER 1, 2020

Now, their beta test ROI is over 250% — and the team is able to maximize its beta results to the fullest. The target market insights they’re collecting with Centercode enables them to validate research and guide their roadmap. The post Caavo Exceeds 250% Beta Test ROI with Centercode appeared first on Centercode.

ROI 98

ROI Case Study Roadmap Study 98

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

Win the Customer

DECEMBER 21, 2024

Prioritization & Roadmap: Aligning AI Initiatives with Business Goals As a product manager, it’s crucial to prioritize AI initiatives based on their potential impact on customer experience and align them with the overall product roadmap.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

InMoment XI

MAY 3, 2024

Whether it’s identifying opportunities for improvement, sharing compelling stories backed by data, or aligning with departmental roadmaps, Foot Locker’s CX programme is a testament to their customer-centric, integrated customer experience approach.

Retail 195

Retail Return on Investment ROI Analysis 195

InMoment XI

AUGUST 25, 2023

InMoment’s Principal CX Strategist Jim Katzman and guest speaker from Forrester, Senior Analyst Colleen Fazio discuss decision-making in regards to CX program initiatives, finding the right program size, proving ROI in your CX program, and more. Let’s dive into what we covered on our webinar.

How To 195

How To ROI Net Promoter Score Measurement 195

Totango

OCTOBER 14, 2024

Go-to-market teams need to prioritize customer ROI as the driver of decision-making, metrics tracking, and relationship management. The customer-led growth ROI paradigm Is your solution getting your customer champion promoted? Key takeaways : The buying cycle is more complex than ever, with increased scrutiny from finance.

ROI 71

ROI Marketing How To Effort Score 71

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. Continuous Improvement: AI models require continuous monitoring and optimization.

Management 59

Management Return on Investment Roadmap Metrics 59

C3Centricity

DECEMBER 31, 2018

If this is your situation, just follow the detailed steps of this post and you will soon be doubling, quadrupling, if not 10x the ROI of your data! In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision. Brand Image, Equity, Personality & Archetypes: What Every Marketer Needs to Know.

Brands 293

Brands Strategy Customer Journeys Infographics 293

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

C3Centricity

MAY 11, 2020

For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” This is the same for every project, not just that of adopting a customer-first strategy. ” However, unlike most other projects, adopting a customer first strategy will not have an end date!

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. Use data to prioritize channels most likely to enhance customer experience and ROI. What Deliverables and Roadmap Should Marketers Expect? How AI is Transforming CDPs Download Now>> 1.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

AskNicely

SEPTEMBER 6, 2018

When it comes to p roduct , companies who automate NPS use transactional and relationship surveys to guide the product roadmap, iterate on product features and improvements and are better able to measure the ROI of product development. Marketing uses customer feedback to determine the ROI on campaigns and initiatives.

NPS 150

NPS Net Promoter Score Survey Customer Success 150

Calabrio

MARCH 22, 2025

Choose technology vendors that offer efficient implementation and a short time to ROI, as well as ongoing support, training, and tailored innovation. These clearly defined objectives provide a roadmap for your team, ensuring everyone understands what success looks like and how to achieve it.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

SEPTEMBER 3, 2024

Demonstrate Return on Customer Service Investment Conversation analytics provides businesses with tangible evidence of the customer experience ROI from their efforts. This helps to deepen customer relationships, increase customer lifetime value, and ultimately drive higher revenue.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Establish a customer journey roadmap that creates realistic expectations and lets you know if progress has stalled. Unclear ROI Value: Some customers have trouble seeing how your service will meet their goals.

ROI 76

ROI Customer Success Strategy Effort Score 76

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. If you’ve already developed a resourced roadmap, you’re well on your way. Define your goals and make a plan.

ROI 61

ROI B2B Roadmap Metrics 61

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. This helps you measure improvement over time and track the ROI of your VoC program. Budget: Leaders are often unwilling to allocate funds if they don’t see the value in a VOC program.

How To 221

How To Customer Journeys Feedback Survey 221

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

Retently

NOVEMBER 27, 2024

It’s like a roadmap that shows where things are working – and where they’re not. AI-powered strategies amplify these results, with 92% of retailers reporting positive ROI. PPC ROI: Fast and Focused Results While SEO builds your visibility over time, PPC advertising delivers immediate results. The best part?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Thematic

MARCH 20, 2025

And take note: companies that use AI-driven text analytics are already seeing the benefits—early adopters of AI in CX are 128% more likely to report high ROI from their AI tools. Optimize product roadmaps: Prioritizing high-impact updates based on projected user preferences. So let’s break it down.

Analytics 62

Analytics Social Media Banking Analysis 62

CSM Magazine

FEBRUARY 12, 2025

But here’s the thing: successful CX transformation isn’t about jumping on the latest tech bandwagon it’s about following a proven roadmap to results. From initial discovery through to ongoing optimisation, we maintain a laser focus on ROI, operational efficiency, and customer satisfaction.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

West Monroe

OCTOBER 18, 2023

Two years ago, I wrote about why you should demand ROI from consulting partners. In today's environment, achieving that ROI might require a different approach and for many reasons. How the ROI landscape has shifted 1. This means crafting not just a static plan but building a roadmap that evolves with the market.

ROI 59

ROI Roadmap Resources Survey 59

rethinkCX

JANUARY 27, 2025

Using data-driven projections and showcasing competitor success stories can demonstrate the ROI of AI investments. By engaging decision-makers early and offering a clear, results-focused roadmap, organizations can secure the buy-in necessary to implement AI successfully.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

BlueOcean

MARCH 14, 2024

the next step is to collaborate on a roadmap moving forward. Read more here > Building the Contact Center SOW: The Framework for Success When you’ve made the big decision and decided on a contact center partner (congrats!), Or, in other words, build a robust Statement of Work (SOW). The Basics: Who, what, where, when.

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

Thematic

FEBRUARY 19, 2025

Look for solutions are lower-cost with faster ROI. Thematic: Lower upfront investment and maintenance costs, along with a faster ROI makes it a budget-friendly solution. ROI considerations: Faster time-to-market for product improvements. This helps them quickly identify product issues, adjust messaging, and optimize offerings.

How To 62

How To Self Service Analysis Analytics 62

Gainsight

SEPTEMBER 28, 2022

Implementing this approach requires a fresh approach to your product roadmap—because when you scale through retention and expansion, the primary goal is maximizing utility for existing customers so they’ll increase usage and be willing to spend more over time. Make space for quick wins to drive advocacy. Influence user behavior.

Roadmap 52

Roadmap Analytics Innovation Resources 52

InMoment XI

AUGUST 16, 2024

InMoment’s platform is proven to combine expert services with award-winning technology to provide you with a solution that will give you the fastest ROI, according to the G2 Crowd Repor t. InMoment has created a digital transformation roadmap to help you create successful digital experiences in your organization.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Q: How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap ROI Case Study 117

Optimove

DECEMBER 18, 2024

This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market. Optimize Marketing with Data-Driven Insights European operators have honed the ability to collect, analyze, and act on player data, enabling them to craft hyper-targeted marketing campaigns that maximize engagement and ROI.

Gamification 64

Gamification Sports Loyalty Programs Omni-Channel 64

GetFeedback

JULY 19, 2019

They’re giving you a roadmap to fix whatever it is that ails your business. This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts. For as big a deal as they seem, complaints and negative feedback are the mathematical minority. Be thankful for the 5% that do.

Data 262

Data How To Social Media Effort Score 262

ECXO

APRIL 26, 2023

This makes it easier to prove ROI. Co-operation with the CCO makes it easier to prove the business value (the ROI) of a CX improvement. This roadmap outlines the goals, objectives, and initiatives that will be undertaken to improve the customer experience through high-quality, purposeful design. But, there are common practices.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

CSM Magazine

DECEMBER 9, 2024

Attendees will learn how to: Identify and prioritise the top 10 CX issues that address 95% of their challenges Create a realistic roadmap for cloud transition that aligns with business objectives Leverage AI and automation without compromising service quality Calculate and track ROI on cloud CX investments It’s Time for Honest Conversations (..)

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52