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. It ensures you understand customer behavior and needs—and use that knowledge to enhance their experience.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap?

Roadmap 96

Roadmap Effort Score How To Metrics 96

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

AWS Machine Learning

OCTOBER 23, 2024

Serverless architecture – Eliminates the need for infrastructure management, enabling Classworks to focus on educational content and user experience. Classworks recognizes this criticality and has developed a comprehensive monitoring strategy for the Wittly platform.

Innovation 82

Innovation User Experience System Resources 82

Thematic

MARCH 20, 2025

By using Thematic’s AI and human expertise , Atlassian uncovered key customer pain points and improved its product roadmap​ Key takeaway: Companies that act on pain points fast gain a competitive edge—73% of consumers will switch to a competitor after multiple bad experiences.

Analytics 62

Analytics Social Media Banking Analysis 62

Gainsight

JUNE 16, 2022

If you’re crafting a product roadmap, your vision and internal alignment must be crystal clear. . Too often, product leaders start building their roadmap plans only to be bombarded with conflicting feedback in all directions. So, how do you get beyond the distractions to build a roadmap you can defend and align around?

Roadmap 52

Roadmap Measurement Data Net Promoter Score 52

CSM Magazine

JANUARY 20, 2025

When used right, these numbers provide actionable insights to fine-tune content, improve user experience, and boost satisfaction. Data-driven strategies help you move beyond guesswork, ensuring your efforts truly align with what your customers want. For example, you might ask, Did you find what you were looking for?

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and insights at DoorDash and Cruise, two of the most successful YC companies. Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. Arianna: At DoorDash, I was the Director of Insights where I led User Experience Research and Market Research.

Roadmap 63

Roadmap Analysis Data Company 63

Customer Bliss

OCTOBER 24, 2017

Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Episode Overview.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Thematic

MARCH 20, 2025

They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. A customer insights framework means turning customer feedback into actionable strategies that improve product experience, marketing, and customer service.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Gainsight

SEPTEMBER 28, 2022

By revamping their product strategy, companies can lower the cost of customer acquisition with low-touch onboarding strategies and also increase revenue retention with stickier products, helping to unlock new ways to scale up and sustainably grow revenues. Influence user behavior. Make space for quick wins to drive advocacy.

Roadmap 52

Roadmap Analytics Innovation Resources 52

Totango

FEBRUARY 12, 2025

Unifying under the Totango company name and brand gave us a framework to support our multi-product platform strategy. Our brand strategy was designed to showcase a sophisticated product suite and customer-led growth methodology for enterprise buyers. Value is success is revenue.

Brands 62

Brands Customer Success Roadmap Innovation 62

Customer Bliss

NOVEMBER 15, 2018

Samantha enlisted the help of her user experience team to put together a comprehensive audit. They needed to gain a deeper understanding of what the experience was like for customers. Samantha says: Customer experience isn’t about just coming up with personas and the needs by persona; I wish I had known that sooner.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

InMoment XI

APRIL 3, 2024

By expanding on digital touchpoints and incorporating online channels smoothly into the customer journey, you not only give a voice to those who might otherwise go unheard, but you also exponentially increase the amount of user data available to apply toward marketing, sales, and overall company strategy.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. How to Use Insights To Drive Product Roadmap. Arianna: At DoorDash, I was the Director of Insights where I led User Experience Research and Market Research. Arianna: How did I get here?

Roadmap 54

Roadmap Customer Insights Company User Experience 54

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). High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Lumoa

AUGUST 23, 2021

The changes needed will look different for every business and are bound to evolve, but as we update our customer experience strategy for this new normal, it’s important to keep the changing competitive landscape in mind. What have we learned during COVID?

Customer Experience 221

Customer Experience Social Media Video Customers 221

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. Here is the link. It’s not enough to know that happy employees equals happy customers.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Gainsight

MAY 12, 2022

Unfortunately, as a product leader or manager, you probably feel like all of the extra feedback you’re receiving from stakeholders, fellow employees, and users is blocking the path to a better user experience. What’s more, this customer-first approach to your product roadmap also fits perfectly into recurring revenue models.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

Gainsight

OCTOBER 25, 2021

Customer feedback loops root your strategy in data that matters. Because it feeds off of user experiences, and users are the main driver of your company’s growth, customer feedback loops can be a guiding light for your product roadmap. Dive into user workflows. Customers feel valued.

Feedback 98

Feedback Roadmap User Experience Analysis 98

Totango

FEBRUARY 11, 2022

Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. Then, we’ll walk you through three steps for creating a solid customer experience strategy.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Gainsight

AUGUST 22, 2021

Product-led growth (PLG) strategies are making waves in the SaaS industry—and that’s good news for SaaS product leaders and managers. By placing your product at the center of your growth strategy, your team can boost customer satisfaction, increase renewals, and lower acquisition costs. What is a product-led growth strategy?

Tips 52

Tips Strategy Roadmap Net Promoter Score 52

DCX

JANUARY 12, 2025

Welcome to the roundup of customer experience insights! This week’s DCX Links Newsletter is packed with game-changing ideas that will push your customer experience strategy to the next level. Want to design digital experiences that feel like magic? Curious how AI could reshape your marketing strategy?

Virtual Agent 52

Virtual Agent Chatbots Retail Leadership 52

CX Workout - Ideas Blog

NOVEMBER 3, 2020

And why assume that employees will buy into CX initiatives without having a broader understanding of CX strategy and goals? Strategy and Structure: Together at Last. . As our clients have learned, strategy drives structure. Strategy and Structure: Together at Last. . In 2018, Gartner suggested that CX is a people problem.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

ShepHyken

JULY 12, 2019

Using the insights to better understand how your facility operates and applying them directly to your operational strategy will help you save money, but it will also limit downtime and keep your customers happy, thus improving their experience holistically. Putting the Pieces Together with Data Analysis and Automation.

Customer Experience 114

Customer Experience How To Roadmap Analysis 114

SurveySensum

AUGUST 22, 2023

Here we’ll explore the power of conducting SaaS customer feedback, leveraging them through the best practices and strategies. Address pain points and enhance user experiences to boost customer satisfaction , a recipe for long-term retention. Do data-driven strategy. Stay ahead. Keep clients happy. Boost revenue.

Feedback 52

Feedback Strategy Net Promoter Score B2B 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. Customer feedback also includes suggestions and feature requests, which can guide strategy on further improving your product to boost business revenue. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback How To Social Media B2C 195

Centercode

JUNE 4, 2019

Below is a summary of our discussion on the testing strategies that bring delightful VR products to market. You would want to examine how all of these pieces work together and how they affect the user experience as a whole, rather than testing each piece separately. I’ll let you decide that one.

eBook 66

eBook User Experience Roadmap System 66

Gainsight

JUNE 14, 2022

This is the heart of a product-led growth (PLG) strategy. Here are the five essential product-analysis approaches that you can use for better decision-making and roadmapping. Finally, you can base all of your retention-roadmap decisions on data. If you aspire to be a data-driven product manager or leader, read on.

Strategy 52

Strategy Analysis Self Service Roadmap 52

Gainsight

OCTOBER 6, 2022

That’s why we introduced the Durable Growth Playbook at our annual Pulse conference to arm organizations with the strategy they need to grow, despite economic uncertainty. new templates, and new in-app content recommendations to create more delightful user experiences and drive adoption. But we didn’t stop there.

Strategy 52

Strategy Self Service Effort Score Roadmap 52

SuiteCX

JUNE 1, 2015

CEM – Customer Experience Management. Contact Strategy refers to the effort taken to better interact with customers once the company has undertaken a journey mapping effort. Read here for more on contact strategy planning. Roadmap refers to the plan of action based on what was learned in the Journey Mapping effort.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Retently

JANUARY 19, 2023

The main advantage of adhering to the product-market fit strategy is that when building a product, the market for it is already there. The product comes next, featuring a value proposition that addresses customer needs and includes the necessary features; followed by the user experience where customers test/use your product.

Measurement 157

Measurement Survey Marketing Effort Score 157

Gainsight

MARCH 21, 2022

Pressure is pushing down on product leaders and managers to deliver an unbeatable user experience—and for good reason. Mastering the user experience can drive up everything from revenue and engagement to product growth. Why are user behavior analytics important? How can you leverage user analytics and drive growth?

Analytics 52

Analytics Roadmap How To Analysis 52

Gainsight

AUGUST 23, 2021

Explains how it can be difficult to set feature priorities for product roadmaps. Describes why it’s important to creating an effective product roadmap. How to Prioritize Features on Your Product Roadmap. Suggests digging into the individual company’s needs, analyzing user experiences, and prioritizing the customer experience.

Data 52

Data Roadmap How To Tips 52

ShepHyken

AUGUST 25, 2024

Finally, the initials you don’t see often enough are used, and that’s MX, as in Multi-Experience. That is the combination of the EX, the CX, and the UX (User Experience). My Comment: This excellent article includes an excellent list that ties into the emotional experience your customers have when getting support.

Self Service 88

Self Service Customer Service Chatbots Customer Centricity 88

Centercode

APRIL 1, 2021

Investing in product analytics, quality testing, user experience, and market research are absolutely essential to building a good product. That takes a few critical steps: Get it out of Engineering and into the hands and true environments of targeted users. Capture feedback from those targeted users and turn it into insights.

Roadmap 59

Roadmap User Experience Feedback Marketing 59