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

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. Organizations advance to the final stage by leveraging the entire workforce and advanced technology. It provides a data-driven approach to identifying areas for improvement across the customer journey.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We highlight: Features we added in 2020. The new features we're adding this year. Facebook: [link]. ? ? ?.

Roadmap 108

Roadmap Management CEM Software 108

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Examine Your Current Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

BlueOcean

MARCH 24, 2025

With contact center technologies fast evolving, up-to-date IT infrastructure has become a basic requirement for efficient customer support. Pro tip: Set aside a section for tech requirements. Lay down the tech responsibilities including desktop equipment, software applications, database access, telephony, redundancy solutions, and more.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

Customer Bliss

SEPTEMBER 19, 2017

For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. Episode Overview. 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. About Libby.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

CSM Magazine

OCTOBER 24, 2024

In 2024, the top AI technologies utilised by UK online retailers included: Gen AI for translations and copy writing – 57%; AI trained and powered customer service chat bots – 43%; gen AI for marketing content – 33%; AI informed product search – 31%; and AI for cleaning and enriching product data – 25%.

Ecommerce 52

Ecommerce Roadmap Retail Chatbots 52

InMoment XI

JANUARY 27, 2025

Implementing a Customer-Centric Approach: Empowering Agents and Leveraging Technology The foundation of transforming your call center lies in a customer-centric approach that puts the customers needs and desires at the heart of every interaction. 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

InMoment XI

AUGUST 17, 2023

Improve Your Net Promoter Score If you are unsure whether your existing CX technology vendor can help you achieve these goals, we would be happy to talk to you about how we can assist you.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ECXO

MARCH 21, 2023

Develop a detailed and realistic CX roadmap: Create a detailed roadmap outlining the steps that need to be taken to achieve your CX objectives, and assign responsibility for each action item. Map out the journey: Develop a roadmap for advancing employee experience maturity over time. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Retently

MARCH 11, 2025

This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy. Step 3: Building Long-Term CX Roadmaps CX isnt a one-time project, its an ongoing strategy. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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

AWS Machine Learning

JUNE 24, 2022

Building an MLOps foundation that can cover the operations, people, and technology needs of enterprise customers is challenging. Personas, operations, and technology summary. With the MLOps maturity model, we can define a clear architecture design and delivery roadmap. MLOps maturity model. Conclusion.

Roadmap 115

Roadmap Training Data Government 115

eglobalis

OCTOBER 1, 2024

Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs. Additionally, setting joint targets for departments like IT and Operations to reduce system downtime can ensure that technological and operational efficiencies are prioritized collaboratively.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

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 295

Customer Experience Leadership Innovation Roadmap 295

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. Does your technology stack support the requested feature? Technical Limitations Sometimes, a feature request is not feasible with the existing technology stack or product architecture.

Feedback 509

Feedback ROI Innovation B2B 509

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

BlueOcean

AUGUST 30, 2018

However, it’s not as simple as migrating processes over to shiny new technology. And it goes without saying that contact center tech tools have to work seamlessly without fail; customers will rarely even notice the technology you’re using unless it breaks down on them. There’s a caveat to all this, of course.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

InMoment XI

JUNE 24, 2024

The Forrester Wave and the Gartner Magic Quadrant are widely recognized and influential market research reports evaluating technology vendors. Understanding the Forrester Wave Methodology The Forrester Wave is a comprehensive evaluation of technology providers in a specific market.

Analytics 195

Analytics How To Roadmap Knowledge Base 195

InMoment XI

JANUARY 30, 2024

Foot Locker utilized InMoment’s AI technology to gather data into one place, and sort by sentiment so that customers with negative experiences could be contacted and prevented from churning. Can We Review the 24-month Product Roadmap? How Often Will Those Resources Be Available to Us? At What Rates?

Customer Experience Management 221

Customer Experience Management Software Customer Experience Management 221

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. The modern customer expects personalized, seamless, and proactive experiences.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

InMoment XI

OCTOBER 7, 2024

Discover These and Other Innovative Product Features The features unveiled today offer a glimpse into the innovative products and features currently available, as well as those on InMoment’s extensive innovation roadmap. InMoment has shared its press and release notes, highlighting its technological advancements and industry leadership.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

InMoment XI

JANUARY 25, 2024

The Magic Quadrant evaluates technology providers in a specific market based on their ability to execute and their completeness of vision. A Magic Quadrant provides a graphical competitive positioning of four types of technology providers, in markets where growth is high and provider differentiation is distinct. “A

Strategy 195

Strategy Roadmap Innovation Technology 195

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

CX Journey

JUNE 13, 2018

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? We cover a range of topics, and it was the first time I was interviewed about the five-phase approach I take with clients when developing a customer experience strategy and roadmap. I enjoyed my conversation with Dan.

Strategy 144

Strategy Roadmap Employee Experience Customer Experience 144

QuestionPro Audience

DECEMBER 17, 2017

For a market research to have a reliable and productive outcome, understanding the roadmap of activities from the responses received from the database is a must. The consumer surveys also can be empowered with the immensely broad range of samples from panelists who special in their respective domains, be it agriculture or technology.

Survey 230

Survey B2C B2B Roadmap 230

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. And we, you know, one of the very specific ones we talked with one organization was about technology. Or, listen on: Apple Podcasts. Google Podcasts.

Roadmap 98

Roadmap Culture Policies Connections 98

NICE inContact

FEBRUARY 4, 2019

In their recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , Forrester evaluated NICE inContact’s technology roadmap (and our track record of delivering on that roadmap), as well as our architecture and resources that will support our ability to innovate long term.

Innovation 137

Innovation Contact Center Roadmap Report 137

CX Accelerator

JULY 1, 2020

Now more than ever, technology is vitally important. Here are five tips to have a successful digital transformation: Understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable. This company bumped up their 2022 digital transformation strategy to 2020.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

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

Storyminers

AUGUST 28, 2017

Start with a customer need, then find the right technologies, processes, and behavior changes (internally). In my opinion, too many trials that implement tech for tech’s sake simply fail–and the learning value is extremely low. It is the smarter way to play and typically generates better results (and better learning).

Brands 350

Brands Healthcare Roadmap Exercises 350

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

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. Their collective experience can help you shape your own AI roadmap.

Contact Center 136

Contact Center Chatbots Call Center Roadmap 136

Kerry Bodine

DECEMBER 30, 2020

Consider this your high-level roadmap for developing journey maps and using them to drive action. For years, I’ve had a list of external triggers — like the introduction of a new technology or a stock market crash — that should prompt you to reexamine how your customers’ needs and expectations are changing.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

InMoment XI

MAY 18, 2023

The latest eNVy data is available immediately for customers and InMoment provides Experience Improvement solutions through technology and services that help automotive and mobility companies around the globe make smarter decisions that help exceed buyer expectations. Clair , our syndicated research lead. Want Access to the eNVy Award Study?

Study 195

Study Automotive Sports Roadmap 195

Totango

OCTOBER 30, 2024

Partner with product to understand how customer usage tracks to valued outcomes and how customer needs impact roadmap decisions and commercialization strategy. Let technology handle them so your post-sales team can focus on the hard stuff. Align expansion tactics to customer value drivers News flash: usage is not value.

Roadmap 62

Roadmap Sales Measurement Tips 62

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.

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