Wootric CX Blog

JULY 28, 2020

Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Product roadmaps fit very strategically into this hierarchy. Next, turn those product goals into your product roadmap.

Roadmap 128

Roadmap Guidelines Net Promoter Score Exercises 128

InMoment XI

JULY 13, 2022

One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. Feed this data back into your product roadmap and to your sales team. One such example might be providing access to your product roadmap as part of an advisory council. What Is Net Promoter Score?

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

BlueOcean

SEPTEMBER 17, 2020

Your and your outsourcer’s tech team will need to collaborate regarding platforms, desktop tools, task management systems, workforce management systems, IVR systems, call recording systems, and more. Schedule your Technical Transition kick-off meeting. At Blue Ocean, we’re all about strategic partnership. You deserve it.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

InMoment XI

MAY 18, 2022

While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. B2B purchasing decisions are complex. They’re financial. They’re political. But more than anything—they’re unpredictable. But it doesn’t have to be that way! The Insights.

B2B 370

B2B Company Roadmap Sales 370

Comm100

FEBRUARY 12, 2025

We regularly schedule onsite visits to clients across the globe to go over new features, strategize, and build roadmaps for long-term success. At Comm100, we believe that exceptional service begins with understanding our clients needs firsthand. Their focus is now on internal bot expansion and voice integration to handle complex workflows.

Connections 130

Connections Roadmap Chatbots Trends 130

ECXO

MARCH 21, 2023

For example–Nice Systems, Software AG, and Samsung achieved great design for different lines of business and products that satisfied customers and assisted them to ensure long term commitment, relationships, renewals, adoption and loyalty. Map out the journey: Develop a roadmap for advancing employee experience maturity over time.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

CSM Magazine

NOVEMBER 13, 2024

Business Systems Ltd , an industry expert in digital communications solutions, and teneo.ai – the AI-driven contact centre platform – are joining forces to present a webinar that focuses on ‘Five Signs Your Contact Centre Needs to Go Digital-First.’ For more information visit Business Systems Ltd’s website.

System 52

System Roadmap Customer Satisfaction Industry 52

Comm100

FEBRUARY 11, 2025

But once students arrive, many quickly realize that the road from orientation to graduation is riddled with potholes: bureaucratic delays, confusing processes, and a support system that often feels like a game of hide-and-seek. When I finally got a meeting, I expected a roadmap. Maybe try again next semester. And I wasnt alone.

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

InMoment XI

NOVEMBER 22, 2024

Integration Capabilities: The user feedback tool should integrate with existing systems for smooth and seamless workflows. InMoment helps you break free of silos by connecting experience data with CRM systems, ticketing platforms, or project management tools.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

OCTOBER 1, 2024

Additionally, setting joint targets for departments like IT and Operations to reduce system downtime can ensure that technological and operational efficiencies are prioritized collaboratively. Additionally, legacy systems and outdated technologies may hinder efforts to create a more integrated structure.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

AWS Machine Learning

JUNE 24, 2022

We split the environment into multiple AWS accounts: Data lake – Stores all the ingested data from on premises (or other systems) to the cloud. If the CI/CD pipeline fails, a rollback mechanism returns the system to the latest robust state. With the MLOps maturity model, we can define a clear architecture design and delivery roadmap.

Roadmap 119

Roadmap Training Data Government 119

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Actionable Items: Implement Recognition Programs: Develop a system for recognizing and rewarding employees who contribute to both transformation and customer success.

Customer Experience 296

Customer Experience Leadership Innovation Roadmap 296

Retently

MARCH 11, 2025

Instead of making them contact support, the CX Manager ensures that: The order tracking system is easy to find and use. This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Kustomer

AUGUST 12, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 98

Roadmap Tips Travel Groups 98

NobelBiz

OCTOBER 2, 2023

Integrated ticketing systems serve as the backbone for achieving this feat. When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience.

System 105

System Contact Center Contact Center Software Social Media 105

Win the Customer

DECEMBER 21, 2024

This involves: Collecting comprehensive customer data: Gather data from various sources, including website interactions, mobile app usage, social media engagement, customer support tickets, and CRM systems.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. A large enterprise client requested deeper integration with their proprietary CRM system. I’d also love to hear your experiences on this subject.

Feedback 511

Feedback ROI Innovation B2B 511

InMoment XI

JUNE 24, 2024

Key criteria might include: AI: ML-based, knowledge-based, or symbolic Generative AI: Pre and post-processing Deployment options Omnichannel data integration Security and regulatory compliance Strategy: This category assesses the vendor’s vision and roadmap. Product Roadmap: The planned future developments and improvements.

Analytics 195

Analytics How To Roadmap Knowledge Base 195

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. Her autobiography Can I Be Me and her latest Emotional Justice, A Roadmap for Racial Healing. She is the CEO of The Armah Institute of Emotional Justice – a global institute on implementing the Emotional Justice framework. Or, listen on: Apple Podcasts.

Roadmap 98

Roadmap Culture Policies Connections 98

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

NICE inContact

DECEMBER 9, 2015

Searching for the Ideal Contact Center System. Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams. Easy-to-use, allowing business owners to make system changes as needed.

Customer Service 188

Customer Service Contact Center e-support Call Center 188

NICE inContact

FEBRUARY 4, 2019

Unlike on-premises systems, where system updates or enhancements can translate into significant disruption to you operations, a cloud contact center enjoys the flexibility and seamlessness of updates—even larger scale ones—often without your agents even noticing.

Innovation 137

Innovation Contact Center Roadmap Report 137

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Martin reveals the secrets to structuring a successful CX team with a 90-day roadmap. Slow Down for Success.

Roadmap 78

Roadmap Groups Travel Consulting 78

InMoment XI

SEPTEMBER 3, 2024

Product Development and Feedback Organizations can gather valuable feedback on existing products and services, providing insights that can inform product roadmaps and future development. This data is then ingested into the system, where it’s preprocessed to remove noise (e.g., filler words, irrelevant data).

Analytics 195

Analytics Data Social Media Average Handle Time 195

Storyminers

AUGUST 28, 2017

It’s challenging work to respond quickly to customer requests when you’re also dealing with legacy systems, regulations, and multiple provider networks.

Brands 350

Brands Healthcare Roadmap Exercises 350

Lumoa

FEBRUARY 9, 2023

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. However, if you want to measure loyalty and aim for long-term goals, check the Net Promoter System. Wondering which metric to choose?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

AWS Machine Learning

OCTOBER 23, 2024

Classworks API – This API manages the data exchange and serves as the central hub for communication between various system components. Request volume – Monitoring API calls helps us detect unusual spikes and analyze usage patterns, enabling predictive scaling decisions and providing system reliability.

Innovation 91

Innovation User Experience System Resources 91

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. Customer feedback dashboards. And they thought – hey, we know our customers!

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

CloudCherry

JULY 10, 2019

By using a good ticketing system , the transition from the bot to an actual support agent can be made easier. For example, if a user is looking to buy a smartwatch on an online store, he/she might have questions about the operating system, the battery capacity, and if the watch is water resistant or not.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

NICE inContact

SEPTEMBER 18, 2019

They are creating a strategic roadmap for acquiring and broadly deploying AI call center software. Understand your call center strategy How AI for call centers can transform that strategy How to devise a roadmap to take you from many questions to a focused plan. needing to simplify access to systems and data used by agents.

Contact Center 136

Contact Center Chatbots Call Center Roadmap 136

GetFeedback

DECEMBER 21, 2018

consumers say that their go-to channel for simple inquiries is a digital self-serve tool such as a website, mobile app, voice response system or online chat. Or maybe customers are asking for a service that’s already on the roadmap. Customer retention statistics: More than 6 in 10 U.S. American Express ). companies lose $136.8

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Comm100

APRIL 17, 2018

This will mainly be the work of your customer support staff, although you should help by providing a system to track feedback. Create some simple boards like “Product ideas,” “Coming up” and “Roadmap” to get the ball rolling. Each employee gets a feel for the priorities, roadmap and keeps tabs on new requests.

Feedback 239

Feedback How To Roadmap Survey 239

Customer Bliss

JANUARY 25, 2019

He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. He put together a one-page roadmap and brought it to the senior leadership team. Darin and his team started looking at how system availability, service, average speed to answer, call quality, etc.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

BirdEye

DECEMBER 28, 2024

With a few systems and best practices in place, your restaurant can consistently rank higher in local searches. Integrate an online reservation system and make it visible across all pages. Improve the online ordering system Enabling convenience ensures that your business continues to be the diners choice at all times.

Tips 97

Tips Social Media Chatbots System 97

CX Accelerator

JULY 1, 2020

Define your digital roadmap, including expectations, roles and responsibilities, and timing. Ensure the plan includes getting off legacy systems and onto new platforms as soon as possible. What are current pain points? What do you want the reputation to be? How can you turn your customers into promoters?

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

ShepHyken

FEBRUARY 28, 2020

Consider for example Jim, who was consistently the top-performing salesperson at a fire alarm system company. Afterward, sales reps would begin their sales pitch by demonstrating the alarm system and showing prospects how their alarm system was superior to all others. Except for Jim.

Roadmap 123

Roadmap Sales Airlines Case Study 123