InMoment XI

JANUARY 27, 2025

And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI. Measuring Success: Metrics that Matter Once youve implemented the right technologies and strategies, how can you tell if its working? But to make this vision a reality, you must arm your agents with the right tools and training.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

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. Wrong Technology. 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.

Roadmap 112

Roadmap Customer Experience Airlines How To 112

Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement.

Contact Center 130

Contact Center Management Strategy Call Center 130

Win the Customer

DECEMBER 21, 2024

As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape. Conducting thorough cost-benefit analyses: Evaluate the potential return on investment (ROI) of each AI initiative.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

Win the Customer

JANUARY 2, 2025

Gone are the days when a basic understanding of technology sufficed. 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

InMoment XI

AUGUST 16, 2024

A digital adoption strategy is a structured plan designed to ensure that new technologies, software, or digital processes are effectively implemented and fully utilized within an organization. This includes helping employees, stakeholders, or customers learn and integrate the technology into their daily workflows.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

InMoment XI

SEPTEMBER 3, 2024

A wealth of insights lies in the interactions between your organization and its customers; however, without specialized technology to analyze that data, those insights remain untapped. Conversational analytics is important because conversations are the central point of customer experience improvement. filler words, irrelevant data).

Analytics 195

Analytics Data Social Media Average Handle Time 195

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

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. But our methodology isn’t just about implementing technology it’s about delivering measurable business outcomes. Take British Airways, for instance.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

rethinkCX

JANUARY 27, 2025

Ron is a seasoned BPO and customer experience (CX) sales leader with extensive global experience across industries such as retail, travel, healthcare, banking, technology, and gaming. Using data-driven projections and showcasing competitor success stories can demonstrate the ROI of AI investments. Whois Ron Dutta?

Roadmap 52

Roadmap Healthcare Call Center Travel 52

Retently

NOVEMBER 27, 2024

Demand for Innovation : Nearly 90% of Gen Z consumers express interest in technologies like AR and VR for shopping, showing a growing appetite for immersive, tech-enabled experiences. It’s like a roadmap that shows where things are working – and where they’re not. Here are the most powerful approaches: 1. The best part?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

JUNE 5, 2024

This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. Our roadmap includes significant advancements in AI and NLP, particularly enhancing feedback solicitation and data integration.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Thematic

FEBRUARY 19, 2025

This table gives you a quick comparison: Thematic vs. XM Discover: Comparing Factors The following sections dive into more detail on the services, technology, and solutions. Look for solutions are lower-cost with faster ROI. ROI considerations: Faster time-to-market for product improvements.

How To 62

How To Self Service Analysis Analytics 62

CSM Magazine

DECEMBER 9, 2024

Through its own technology, and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. Many SaaS companies, for instance, have a live roadmap on their website or in their community.

Feedback 62

Feedback Roadmap Effort Score NPS 62

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

Thematic

MARCH 30, 2025

In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Data Analytics How To 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. This means crafting not just a static plan but building a roadmap that evolves with the market.

ROI 59

ROI Roadmap Resources Survey 59

TechSee

FEBRUARY 14, 2025

As enterprises strive to restore satisfaction to people’s technology experiences, agentic AI has emerged as the transformative force that’s helping them see the path forward. The time to begin implementing agentic AI is now, as the technology continues to mature and demonstrate its value in real-world applications.

Customer Experience 109

Customer Experience Chatbots Roadmap ROI 109

ECXO

DECEMBER 20, 2023

They are investing in personalisation technology to hyperpersonalise experiences at scale , enhance their credibility with customers, improve efficiency and reduce waste. An effective personalisation strategy is about more than enabling technology and being data-smart. This makes it easier to prove ROI.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

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 133

Roadmap Competitive Advantage Innovation Self Service 133

Joe Rawlinson

NOVEMBER 19, 2019

Today, there are all kinds of advanced tools that use technologies like artificial intelligence and machine learning to give you more than impressive results. Email marketing is often on the business roadmap of forward-thinking entrepreneurs today because of the amazing ROI it offers, which is 42:1. Email Marketing.

Tools 23

Tools Social Media ROI Roadmap 23

ChurnZero

DECEMBER 19, 2024

NinjaCats CS team faced the challenge of maximizing platform adoption and ROI for clients who were underutilizing the digital marketing performance management platform’s features and capabilities. 2024 Adoption Hero: NinjaCat NinjaCats customer success team used data and automation to drive product adoption.

Customer Success 52

Customer Success Meeting Self Service ROI 52

ClearAction

DECEMBER 19, 2014

Customer Experience Maturity Roadmap. Customer Experience ROI Trajectory. Don't Confuse CX Technology with Customer Experience Management. Let's discuss your goals for this area: The post Shared Vision is Essential for Customer Experience Strategy appeared first on Customer Experience ROI Enablement.

Strategy 116

Strategy Customer Experience ROI Sports 116

SuiteCX

MARCH 31, 2015

2015 suitecx – Confidential Customer Journey Mapping Governance is at the top of the maturity curve Source: DataFlux Unaware Reactive Proactive Predictive People, Process, Technology Adoption Reward Risk CJM Architecture CJM Management CJM Governance. Common mapping technology .

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

TechSee

DECEMBER 16, 2020

Today, Salesforce has fully integrated TechSee’s technology on the Salesforce platform as an integral part of their offering. Looking for best-in-class technology and data partnerships to expand the customer experience, the company partnered with TechSee and Salesforce. How Visual Remote Assistant works.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Customer Bliss

MAY 4, 2017

Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. Important distinction here: Oftentimes in the early stages of CCO work, it’s all Excel spreadsheets and ROI equations and “create a 10-step plan.” About Tabitha. That’s actually fairly common.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

CX Journey

NOVEMBER 6, 2014

What VoC / CX technology and tools does your team own? Tools of the VoC / CX trade vary but can include technology to facilitate database management, data analysis, survey design and deployment, web programming, and Mar Comm tools. A vendor can also assist with an ROI model that helps justify your CX budget.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

BirdEye

DECEMBER 19, 2024

While many businesses invest in artificial intelligence technologies, most struggle to implement them effectively. It helps businesses improve efficiency, make data-driven decisions, and enhance customer engagement through AI-powered tools and technologies. The gap isn’t in technologyit’s in strategic implementation.

Strategy 52

Strategy Marketing Social Media Hospitality 52

InMoment XI

FEBRUARY 1, 2024

This technology uses deep learning models to predict a customer’s future actions or needs. This technology can distinguish between emotions like happiness, frustration, or disappointment. By basing decisions on solid data, businesses can maximize their ROI and align their strategies with their overall goals.

Analysis 195

Analysis Social Media Analytics Loyalty 195

TechSee

MARCH 2, 2023

Can you customize the AI technology to meet the specific needs of our business and industry? An experienced AI partner can provide a structured, well-thought-out onboarding, customization, and staffing strategy and help you develop your KPI objectives and ROI timelines. If so, how? Every business is different.

Self Service 109

Self Service Roadmap Resources Meeting 109

Customer Bliss

NOVEMBER 15, 2018

For Samantha and her team, the question they had to ask was, how do you maintain relationships with your customers, with 20th-century technology and thinking? 2 – Connect ROI to Growth. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do. Why partner with the CIO?

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

West Monroe

JULY 21, 2024

There’s no question that Generative AI (GenAI) is a game-changing technology. As business and technology leaders, we must ask ourselves: What’s the game we’re playing, and what’s our strategy to win? The question is: Do you understand the game you’re playing well enough to change it?

Government 52

Government Technology Guidelines ROI 52

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps.

Exercises 97

Exercises ROI Conference Video 97

West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Led by cybersecurity, mobile banking, and ever-increasing customer experience improvements, technology innovation in banking will continue to be robust. With upwards of $4.7

Banking 52

Banking Technology Innovation Roadmap 52

West Monroe

APRIL 6, 2022

Today’s mid-size ($20B-$50B AUM) and regional banks ($50B-$100B AUM) find themselves in a unique spot: big enough to require competing with larger banks on digital customer products but too small to absorb the consequences of strategic technology blunders when it comes to investing in them. The most pressing question they face?

Banking 52

Banking Technology Marketing Roadmap 52

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. This technology allows businesses to understand the reasons behind customer responses, ensuring that feedback is more detailed and actionable. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback How To Social Media B2C 195