Customer Alignment

MARCH 2, 2018

She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around. Day 61-90: EXECUTE a roadmap which breaks down how and when you will get to the blueprint Establish and agree the high-level work streams with the wider working team.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

West Monroe

FEBRUARY 19, 2024

In recent years, innovative utilities have started to deploy IT-based solutions by leveraging an agile software development lifecycle approach. Lack of overall strategy and roadmap: Without a holistic approach, brainstorming bottom-up ideas may lack cohesion and a unified purpose, leading to confusion, competing priorities, and inefficiency.

Innovation 52

Innovation Financial Roadmap Culture 52

West Monroe

JANUARY 30, 2019

Leading into the Enact stage of DEEPEN, your team will already have done a hefty amount of work defining a CX North Star , building a backlog of viable ideas and customer research, and creating a roadmap of initiatives based on their dependencies and key milestones. Create a CX Governance. Build a Measurement Framework.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Deeper governance and compliance capabilities. Khoros Communities.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Deeper governance and compliance capabilities. Khoros Communities.

2019 40

2019 Engagement Social Media Roadmap 40

SmartKarrot

APRIL 27, 2022

Influencing the product and marketing roadmap based on insights gained by being the primary customer advocate. The ideal candidate will be someone who is motivated to help train an account management team and understands how to drive a pipeline using the appropriate tactics for an innovative SaaS solution. Apply here: [link].

Customer Success 19

Customer Success Roadmap Government Customers 19

Gainsight

AUGUST 2, 2021

In most organizations, CS Operations governs six key components: Reporting. Once you have those foundational attributes, you can layer onto your wish list someone who loves complex data and understands what to measure, when to measure and how. Reporting, data, and systems are on the technology side of your CS Ops functions.

Fashion 52

Fashion Leadership NPS Customer Success 52

Qualtrics

FEBRUARY 18, 2020

Don’t measure. When XM is truly embedded across an organization, you need a governance structure to manage it. Find out how to design a governance model that sets you up to ignite momentum and get the whole organization delivering XM breakthroughs. Government + Public Sector — 15:00-15:45 // Weds, 11 March.

2020 29

2020 Marketing Government Leadership 29

SmartKarrot

AUGUST 4, 2021

Develop a trusted advisor relationship with key customer stakeholders to fully understand the customers’ business strategies and measurements for success. Own and drive ARR growth of existing SKUs, governance of all account initiatives. Promote awareness of the latest innovations Veeva is releasing.

Customer Success 10

Customer Success ROI Roadmap Government 10

NetBase

OCTOBER 29, 2018

The NetBase Roadmap – Skating to Where the Puck Is. Scott Cohen leading the Introductory Class: Tips & Tricks for Analysis: Analytics Capabilities that Connect Social Insights with Organizational Goals. DAY 2 – Yesterday, Today, and Tomorrow. We started Day 2 reveling in amazing moments of the conference so far….

Brands 60

Brands Social Media Events Presentation 60

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Governance in Customer Journey Mapping March, 2015.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

West Monroe

JANUARY 18, 2023

Agile workflows and test-and-learn processes spur continuous innovation In many cases, being fast—getting to market with an MVP that functions but isn’t fully built out—is better than being perfect. Guided by Agile practices and workflows, product-oriented teams thus work in continuous innovation cycles. The result?

Banking 52

Banking Innovation 2022 Government 52

Qualtrics

FEBRUARY 18, 2020

Check out our guide to the must-see sessions for government and public sector organizations at X4. Take a deep dive into XM in government. Take an XM deep-dive into Government and Public Sector. Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. Don’t measure.

Government 29

Government 2020 Leadership Events 29

Qualtrics

FEBRUARY 6, 2019

Design a data-driven product roadmap. Gather and measure feedback at every stage of development. Workshops topics include Conducting Competitive Research and Analysis for Devising Innovative Products, What Really Happens When Agile Meets User Experience, and Product Design for How People Think (and more). ProductCon Seattle.

2019 33

2019 Management Workshop 2018 33

SurveySensum

JULY 14, 2020

Founder and Principal at CustCore Consulting, a specialist consultancy firm, Shane helps companies to WOW their customers by unlocking new areas of growth through defining, measuring, and improving customer experience across all parts of their customer’s journeys. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

CSM Practice

DECEMBER 4, 2020

In this Chat & Learn episode, Irit Eizips, CEO & COO of CSM Practice featured Chris Singh, SVP Customer Success Management, Customer Engagement & Experience at SAP and talked about innovative ways to structure the conversation around value with customers, and easy tips to quantify the perceived value and customer experience.

NPS 69

NPS Customers Customer Success Measurement 69

Qualtrics

FEBRUARY 18, 2020

Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. Don’t measure. When XM is truly embedded across an organization, you need a governance structure to manage it. See how delivering real-time, 1-to-1 personalized experiences across touchpoints can drive measurable benefits for your company.

2020 29

2020 Government Leadership Events 29

Qualtrics

FEBRUARY 17, 2020

Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. Don’t measure. They’ll be taking to the mainstage in the afternoon to explore how the landscape is shifting in XM and show some of the innovations on the XM Platform that will change how you work in 2020. But why the slow progress?

2020 29

2020 Customer Experience B2B Leadership 29

Clarivate

NOVEMBER 7, 2023

Generative AI must be developed and implemented in research tools responsibly, which calls for a measured yet agile product development approach that includes input and guidance from the research community. Researchers may rightly question whether they can trust the technology at this early stage in its lifecycle.

Reference 64

Reference Presentation Roadmap Consulting 64

Pointillist

MAY 23, 2018

Measure the impact of customer behavior on KPIs (e.g. Handpicked Related Content: Make Your Journey Maps Measurable with Customer Journey Analytics. Visualize a “future-state” customer experience to spur innovation. Serve as a CX change management and governance tool. Journey Discovery. Uncover behavioral segments.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

SuiteCX

JANUARY 19, 2015

©2014 suitecx – ConfidenDal Internal company communica2ons hopelessly broken; 70 SharePoint Sites with no overall management/ governance Formal diagnos2c process included reviews of people, process, technology and data across mul2ple divisions Improved employee sa2sfac2on; stronger focus on cri2cal informa2on and processes 6. .

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

SurveySparrow

JULY 31, 2023

It’s like having a roadmap that guides your analytics journey. #2 4 Establish Data Governance Protecting customer data is crucial. Implement strong data governance practices to ensure privacy, security, and compliance. Customer Effort Score (CES) CES measures the ease of doing business with a company.

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

ChurnZero

JANUARY 13, 2023

Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI. A few common themes emerged. First, digital CS will become a way of life due to flat or reduced headcount. What other trends will shape Customer Success in 2023?

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

West Monroe

JUNE 20, 2022

The same nimble mindset driving both startup and enterprise innovation is at the heart of digital product development. Billions in venture capital investment is driving startup and niche innovation of direct-to-consumer health brands and services. Featured Content. Key trends. Expectations have been reset for speed to market.

Healthcare 52

Healthcare Multi-Channel 2021 Innovation 52

West Monroe

JUNE 20, 2022

The same nimble mindset driving both startup and enterprise innovation is at the heart of digital product development. Organizational culture is often cited as the greatest obstacle to achieving measurable results with data.

Healthcare 40

Healthcare Multi-Channel 2021 Innovation 40

West Monroe

JUNE 20, 2022

The same nimble mindset driving both startup and enterprise innovation is at the heart of digital product development. Billions in venture capital investment is driving startup and niche innovation of direct-to-consumer health brands and services. Featured Content. Key trends. Expectations have been reset for speed to market.

Healthcare 40

Healthcare Multi-Channel 2021 Innovation 40