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. Why is NPS ® going up or down?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Thematic

MARCH 22, 2022

Feasibility testing User validation: Usability & desirability Feasibility testing Feasibility testing explores the logistics of bringing your product to market. For digital products, you’ll focus on whether your idea is buildable: is the technology currently available to make it a reality?

Roadmap 62

Roadmap Analytics Feedback Analysis 62

Customer Bliss

OCTOBER 24, 2017

General Services Administration (GSA) where she and her team work to improve the end-to-end experience of GSA customers by aligning operations to customer needs. It’s not just enough to have a good idea and try to tackle that, but you also have to think long-term of what the end user experience is going to be like.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

GetFeedback

MAY 4, 2018

Though technology has undoubtedly made our jobs easier and improved the overall customer experience , it’s also distanced us from the people we serve. This is especially true for product teams, who are increasingly separated from the end users they’re building for. Rethink how you prioritize feature requests.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

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? Samantha enlisted the help of her user experience team to put together a comprehensive audit. They set out to understand the full assessment of problems silo by silo.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

ECXO

APRIL 26, 2023

High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. Joint planning – the customer experience lead and the design lead work together to develop a strategic CX plan. This makes it easier to prove ROI.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Lumoa

AUGUST 23, 2021

Changes in behaviors As customer expectations continue to rise, CX leaders have needed to make integrated technologies a priority because seemingly the switch is here to stay for the long-term.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Totango

FEBRUARY 12, 2025

With new team members, and advanced data and technology, we took the opportunity to reflect and refine our guiding principle: customer-led growth.

Brands 62

Brands Customer Success Roadmap Innovation 62

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. What Is Digital Experience?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 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. User experience and training Does your insights and research team have the internal resources to train and maintain a complex system?

How To 62

How To Self Service Analysis Analytics 62

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. Implement A/B testing.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

ShepHyken

JULY 12, 2019

He shares some examples of how this technology can be a difference-maker. At the heart of this is the need to create better customer experiences and deliver new services. Infusion of new technologies is critical, and this is where machine learning and AI prove their value. Understand Your Facilities Through Data Collection.

Customer Experience 112

Customer Experience How To Roadmap Analysis 112

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. 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.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

ECXO

DECEMBER 26, 2023

Part One introduces the new “3 Cs”, key trends associated with technology convergence, competition and culture change in a post-pandemic world. About the book: Products, technologies, and workplaces change so quickly today that everyone is continually learning. Here is the book link. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

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.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

AWS Machine Learning

MAY 30, 2024

Alternatively, open-source technologies like Langchain can be used to orchestrate the end-to-end flow. The VitechIQ user experience can be split into two process flows: document repository, and knowledge retrieval. The following diagram shows the solution architecture.

Chatbots 129

Chatbots Knowledge Base Innovation Interaction 129

Centercode

SEPTEMBER 29, 2020

They only see these programs as an insurance plan — a checkbox on top of other investments already made in critical areas like market research, quality, and user experience. Ideas for feature enhancements that drive innovation and your product roadmap. Cross-functional team alignment through concrete customer insights.

Insurance 84

Insurance User Experience Roadmap Trends 84

Thematic

APRIL 1, 2025

A strong customer insights strategy clearly turns feedback into actions on your product roadmap. Keep Up with Technology: Analytics and AI evolve rapidly. Measure, Improve, Repeat: Treat each insight-action cycle as an experiment. Customer feedback is a goldmine for improving products or services.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

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

CX Workout - Ideas Blog

NOVEMBER 3, 2020

3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing? In 2018, Gartner suggested that CX is a people problem.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

TechSee

AUGUST 31, 2022

While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. Consider your team culture and their technology stack. The barrier between buying great technology and making a real impact is the adoption and deployment of that technology. End-User Adoption. Internal Adoption.

Engagement 109

Engagement Self Service Video Culture 109

Centercode

JANUARY 22, 2021

But anyone who uses any piece of technology, from software to smart appliances to the connected features in your car, knows that a product doesn’t have to be perfect to be good, even great. A perfected product doesn’t stop at functional — it provides an amazing user experience. No such thing.”

How To 59

How To Roadmap User Experience Return on Investment 59

Centercode

FEBRUARY 11, 2021

And in the realm of technology, Centercode research revealed that 55% of consumers planned to skip in-store shopping completely and purchase new tech devices online — an 8% increase from 2019. Market research, quality testing, user experience, and product analytics are absolutely essential to building a good product.

e-support 98

e-support How To Policies eBook 98

Centercode

JUNE 4, 2019

Experiencing technology firsthand is central to our mission here at Centercode. 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. Was it entirely in the name of research? I’ll let you decide that one.

eBook 66

eBook User Experience Roadmap System 66

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). But, as with most technological improvements – there are pitfalls. This first is a focus on using technology (AI) to support the customer.

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

Circular Edge

APRIL 22, 2020

to modernize and transform their experiences – especially as individuals, companies & industries look to adapt due to the challenges surrounding COVID-19. Capabilities Whitepaper , which is designed to provide JDE users & managers with a holistic overview of all available tools, features & technologies within the 9.2

Resources 52

Resources Innovation Roadmap Self Service 52

Guavus

FEBRUARY 17, 2022

Because when you achieve that goal of combining innovation with a rich user experience, things that used to be perceived complicated or unreachable become fluid and easy to process. Here are some key dos and don’ts for MNOs to close the loop on customer experience. A relief that requires patience.

NPS 98

NPS Net Promoter Score Customer Centricity Analytics 98

AWS Machine Learning

JUNE 28, 2022

First of all, customers with a global footprint can create a consistent user experience across languages and regions. Lastly, the technology we have developed to create the new male NTTS voices can also be used for Brand Voices. Outside of work, she loves to go camping with her family.

Roadmap 85

Roadmap Contact Center Examples Brands 85

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

Gainsight

NOVEMBER 16, 2021

Digital transformation doesn’t just mean picking up technology here and there to fill in the gaps. More accurately, digital transformation is injecting technology into every aspect of the company. For SaaS companies, relying on technology can seem like a natural process. For one, they focus on the product experience.

Roadmap 52

Roadmap Analytics Social Media User Experience 52

Lithium

JUNE 2, 2021

In our 2021 Spring Release , we’ve got even more good news to share, with updates that will enhance user experience, improve efficiency, and increase analytical power across the entire Khoros experience. Learn about our recent product enhancements and check out what’s coming soon on the Khoros Roadmap.

Roadmap 52

Roadmap B2C Culture B2B 52

Totango

SEPTEMBER 17, 2021

We’ll also consider how technology can help you optimize a freemium model to maximize its advantages and minimize its weaknesses. A January 2021 survey by the Technology and Services Industry Association (TSIA) found that 55% of technology providers now use freemium offers. Informs Your Product Roadmap.

Customer Journeys 78

Customer Journeys Sales Loyalty Social Media 78

SurveySparrow

MARCH 14, 2023

10 Essential Product Manager Competencies You Need to Thrive Product features Roadmap Product analytics User experience Product solving skills User onboarding Prioritization Research Communication Organization #1. The product roadmap helps in the development and release of your product.

Management 10

Management Roadmap Communication Resources 10

Thematic

APRIL 13, 2023

This left users frustrated by the lack of response, which in turn impacted our user experience and overall product satisfaction scores. We wanted to ensure that ALL product teams were leveraging ALL customer feedback to make informed business decisions when prioritising roadmaps. Dealing with data overload! Why Thematic?

Feedback 71

Feedback Roadmap Analysis Culture 71

DCX

SEPTEMBER 29, 2024

This week, I've got a fascinating mix of topics that reflect the dynamic landscape of customer experience and technology today. The New Frontier in Strategic Decision-Making Digital twin technology, powered by generative AI, is revolutionizing how companies make strategic decisions and enhance customer experiences.

e-support 86

e-support Customer Centricity Apparel Leadership 86

Centercode

FEBRUARY 18, 2021

In the early 90s, the technological landscape was a very different place. And the idea of a home filled with technology that could wirelessly communicate not only with you but other pieces of technology was, for most, as out of reach as something on the Jetsons. User Experience as a field? Not really a thing.

eBook 59

eBook Wireless Fashion Social Media 59

Gainsight

NOVEMBER 10, 2021

Now, as technology booms and the SaaS market has become more and more competitive, companies rely heavily on retention and need to deliver value through the product experience. And with the rise of freemium models, trials, and subscriptions, users usually dive into the product long before they make long-term investments. .

Handbook 52

Handbook Roadmap ROI Strategy 52