C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. What a Customer First Strategy Is (And what it’s not!). In its simplest form a customer first strategy is about thinking customer first in everything you do. Are they right to do so?

Brands 293

Brands Strategy Customer Journeys Infographics 293

C3Centricity

MAY 11, 2020

Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today? The organisation has not fully embraced the strategy.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

InMoment XI

SEPTEMBER 5, 2018

We often hear from clients that they need to tangibly demonstrate the ROI of their VOC program and, more broadly, their CX strategy to senior executives. Sometimes this need is indirect, an implication from questions like, “How can I convince senior leadership to buy in to my CX roadmap?” To, “Our execs don’t seem to.

ROI 150

ROI Roadmap Leadership Strategy 150

InMoment XI

JANUARY 27, 2025

The downstream effects of this mindset can be quite limiting to the potential functions an effective call center should serve in your broader organizational strategy. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.

Call Center 195

Call Center Contact Center Effort Score Social Media 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)? Alan Webber is Program Vice President for Digital Strategy and Customer Experience. Register Now. You can unsubscribe anytime.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

InMoment XI

AUGUST 16, 2024

However, as businesses try to adopt digital business strategies, most aren’t finding success. This can be because of a lack of strategy, organizational resistance, poor change management, or any other number of reasons. What Is A Digital Adoption Strategy? Research shows that 70% of digital deployments fail to meet their goals.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. One of our questions assessed brand maturity in terms of customer experience strategy. Only 28% of the respondents had a well-defined customer experience strategy. What is a Customer Experience Roadmap?

Roadmap 113

Roadmap Customer Experience Airlines How To 113

DCX

DECEMBER 31, 2024

Now, Decoding Customer Experience will not only bring you fresh insights and strategies—it will also provide tools you can use immediately to make a real impact. Show Me the Money: Proving ROI from Your CX Initiatives You know the drill. Why is ROI So Hard to Prove? What’s in It for You?

ROI 52

ROI Self Service Leadership Metrics 52

Thematic

FEBRUARY 24, 2025

It’s all about strategy. We’ll dive into 10 customer insights strategies for better customer satisfaction. By analyzing customer interactions across different channels, brands can personalize marketing and service strategies. However, only 51% of businesses currently use social listening to inform their strategy.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

InMoment XI

MAY 3, 2024

By leveraging cross-functional omni Voice of the Customer VOC strategies, Foot locker’s integrated data-driven approach allows them to identify trends, pinpoint friction points, and continuously refine their strategies to deliver exceptional experiences.

Retail 195

Retail Return on Investment ROI Analysis 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

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. Checkout how you can craft a max-impact CX strategy for a small CX team.

How To 195

How To ROI Net Promoter Score Measurement 195

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

ClearAction

DECEMBER 19, 2014

Shared Vision is Essential for Customer Experience Strategy. Customer experience strategy is incomplete without shared vision. It's a well-known fact that many strategies are doomed by execution breakdowns. Related articles: Customer Experience Strategy: Do This, Not That. Customer Experience Strategy is Uncommon.

Strategy 116

Strategy Customer Experience ROI Sports 116

Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Reducing Churn with SaaS Strategies. The following SaaS strategies for customer success are all based on using data to create an intuitive customer experience: Rapidly onboarding. Rapidly Onboarding.

ROI 76

ROI Customer Success Strategy Effort Score 76

Optimove

NOVEMBER 26, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Building a successful post-purchase journey requires a careful balance of strategy, data insights, and phased implementation. This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

QuestionPro Audience

JULY 26, 2018

Creativity is indispensable to branding and any marketing strategy in general. What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. It’s a trap to create without some benchmarks or a return-on-investment (ROI). TELL A STORY.

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

BirdEye

DECEMBER 19, 2024

An effective AI marketing strategy transforms how businesses understand and engage with customers. Table of contents What is an AI marketing strategy? An AI marketing strategy is a framework for incorporating AI into marketing activities to automate tasks, analyze customer data, and deliver personalized experiences at scale.

Strategy 52

Strategy Marketing Social Media Hospitality 52

GetFeedback

JANUARY 27, 2020

It requires a systematic approach to gathering feedback then mining and analyzing that data for powerful insights, which drive critical business strategies. ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. You may also want to consider a 1-to-many strategy.

How To 221

How To Customer Journeys Feedback Survey 221

BirdEye

APRIL 11, 2023

A business strategy template is a must-have tool for establishing business objectives and actions needed to reach your goals. In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business. Table of contents What is a business strategy?

Examples 98

Examples Strategy Analysis ROI 98

AskNicely

SEPTEMBER 6, 2018

NPS Strategy Requires a Team Effort. 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. Want to know how? Departments Using NPS.

NPS 150

NPS Net Promoter Score Survey Customer Success 150

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. Sales Process Improvement Organizations can gain valuable insights into the most effective sales techniques, objection-handling strategies, and customer pain points.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Thematic

MARCH 30, 2025

Making business decisions based on gut instinct isn’t a smart strategy anymore. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. Take Instacart.

Customer Insights 62

Customer Insights Data Analytics How To 62

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

How To Create a Personalized Closing-the-Loop Strategy? Choose the right follow-up strategy First of all, decide what will create the greatest impact on revenue? The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. Here are some steps to consider.

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

JUNE 5, 2024

It assesses vendor scores based on three pillars: current product offering, strategy, and market presence , with subcategories that make up each pillar. Our strategy includes enhancing the NLP stack and integrating traditional and deep-learning models, emphasizing user-driven customizations and advanced NLP techniques.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Optimove

DECEMBER 18, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: This blog delivers nine actionable insights for marketing executives at LATAM iGaming on leveraging data-driven marketing strategies to scale and compete effectively. Data-driven strategies can help LATAM operators capitalize on this trend.

Gamification 64

Gamification Sports Loyalty Programs Omni-Channel 64

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

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

BirdEye

DECEMBER 28, 2024

This oversight can lead to lost opportunities, reduced foot traffic, and decreased revenue – all direct consequences of a poorly executed restaurant SEO (search engine optimization) strategy. Without a strong restaurant SEO service, businesses may struggle to develop comprehensive digital strategies to stand out in local searches.

Tips 97

Tips Social Media Chatbots System 97

ECXO

APRIL 26, 2023

Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). 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.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

CSM Magazine

DECEMBER 9, 2024

Key topics will include: Strategies for reducing annual operational costs by up to 4.2 On Thursday, December 12th, we’ll aim to provide attendees with practical strategies for successful cloud CX transformation.

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

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

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. Beyond Strategy – It's about Execution. The difference between then and now?

ROI 59

ROI Roadmap Resources Survey 59

InMoment XI

FEBRUARY 1, 2024

Spotlight, by InMoment, turns diverse data streams into valuable insights companies can use for their strategy. Emotion detection helps businesses tailor their responses and strategies to align with customer emotions, enhancing personalized customer experiences and building stronger emotional connections with the brand.

Analysis 195

Analysis Social Media Analytics Loyalty 195

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. The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Be thankful for the 5% that do. Get the Guide.

Data 262

Data How To Social Media Effort Score 262

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