Experience Investigators by 360Connext

JANUARY 5, 2022

It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success. You worked hand in hand with the product team on their future roadmap to better align with customer needs and share with them the results of their hard work. How did this happen?

Resources 369

Resources Customer Journeys Video Customer Experience 369

InMoment XI

DECEMBER 9, 2024

Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. Brands must foster inclusion through thoughtful CX strategies. The AI Debate: A CX Game-Changer or Trust-Buster?

Trends 195

Trends Self Service Roadmap Customer Centricity 195

Retently

NOVEMBER 27, 2024

Table of Contents Key Takeaways Why Ecommerce Growth Strategies Are Essential 1. It’s all about having the right growth strategies in place. In this article, we’ll walk you through the most effective, data-driven ecommerce growth strategies that are helping brands of all sizes crush their goals. Expanding Revenue Channels 4.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Most contact centers are using AI, but their contact center management strategies need to be updated to match.

Contact Center 130

Contact Center Management Strategy Call Center 130

C3Centricity

MARCH 2, 2020

If we had followed the seven-step roadmap I am going to share with you now. The 7-Step Roadmap. If you follow this roadmap, not only will you succeed in your project management, but you will also be seen to do so as well. My boss didn’t tell me about it and the supplier clearly forgot about the previous year’s incident.

Roadmap 256

Roadmap Management Consulting Analysis 256

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

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. An executive steering committee can oversee the CX programs progress, unblock obstacles, and ensure alignment with corporate strategy.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. An initial CX strategy takes shape during this stage. Audience segmentation and journey mapping emerge as useful CX strategies. How CX Leaders Use CX Maturity Model to Scale Their CX Program?

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

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

Retently

MARCH 11, 2025

CX is a Business Strategy, Not a Support Function At first glance, its easy to assume that the Customer Experience Manager is just another version of a customer support lead. Once this morning review session is done, its time to tackle the bigger picture strategy, optimization and cross-team collaboration. More on that next.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Alan Webber is Program Vice President for Digital Strategy and Customer Experience. The post Strategic roadmap to deliver new-age customer experiences appeared first on Uniphore. Register Now. Register, and we will send you the on-demand recording.?.

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

BlueOcean

MARCH 24, 2025

Accurate call volume forecasting informs the strategy around staffing, the allocation of skills and human resources, and the strategy around deploying channels and AI for customer care. Set Strong Parameters Around Forecasting Forecasting is another critical piece of the SOW puzzle.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. CM strategy in the company could be decided into 6 components defined by Bob Hayes for CustomerThink. Do you love CEM as much as we do?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

eglobalis

OCTOBER 9, 2024

However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy. The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. I’d also love to hear your experiences on this subject.

Feedback 513

Feedback ROI Innovation B2B 513

ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. With the right tools, mindset, and strategies, you can create a proactive approach that delights customers and drives business growth.

Sales 259

Sales Customer Experience e-support Examples 259

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. Your call center managers will be notified when these opportunities are missed so they can identify coachable moments and refine strategies.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

MAY 18, 2022

Here are some of the things we’ve learned—and the teams that have benefited—by rolling out our buyer interview program: Pricing (sales ops) Roadmap Investments (product) Messaging, Packaging, and Competitive (product marketing) Demos (solution consultants) Presentations (sales directors) Renewal Strategy (client success).

B2B 370

B2B Company Roadmap Sales 370

InMoment XI

OCTOBER 3, 2024

Here is the average customer retention rate by industry: Customer Retention Strategies Effective customer retention strategies are essential for fostering long-term customer relationships and producing a customer retention rate that rivals your competitors. Here are some strategies that can help improve client retention: 1.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

InMoment XI

NOVEMBER 22, 2024

Feedback analysis also improves product strategy, ensuring you continue delivering value that retains and acquires clients. It enables you to evaluate the return on your acquisition and retention strategies. It also guides strategy on delivering value to your target audience. It helps you stay ahead of competitors.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

ECXO

APRIL 28, 2021

In this role, she leads the development of customer experience practice and strategy, the employee experience transformational of the global sales community, and the global sales center of excellence. Previously, she served as vice president of customer and partner experience at SAP.

Chief Customer Officer 296

Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 296

InMoment XI

JANUARY 25, 2024

When it comes to creating your customer experience strategy, and deciding which partner to execute that strategy with, it is always important to look at third-party research. Users should view it as part of a larger toolkit rather than a singular determinant in their technology procurement strategy.

Strategy 195

Strategy Roadmap Innovation Technology 195

Customer Bliss

SEPTEMBER 19, 2017

Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. Episode Overview. For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. About Libby.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

ECXO

MARCH 21, 2023

Additionally, when designing products and services, it’s important to conduct thorough research to understand the needs and desires of the target audience aligning it with organisation toward real customer centric strategy and its execution plan. This should align with your company’s overall business strategy.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. Defining Clear Objectives for Your Customer Insights Strategy Every great strategy begins with a clear goal.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

InMoment XI

APRIL 26, 2022

Of course, an organization stating diversity and inclusion goals is a good start, but how can brands like yours translate such goals into tangible Experience Improvement (XI) strategies and tactics for their customers and employees? There are many, many opportunities here, but the most important thing to do is to just get started.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

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

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. You’ve probably already identified the issue here, right?

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. In the era of digital transformation and customer-centric strategies, organizations must shift toward a more collaborative and integrated structure.

Customer Journeys 446

Customer Journeys Culture Leadership Effort Score 446

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

Contact Center 138

Contact Center Strategy Roadmap Consulting 138