Experience Investigators by 360Connext

AUGUST 22, 2023

Customer experience is the total relationship your customer has with your organization through communication, interactions, and transactions. At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. Understand how Khoros is progressing across our platform, including: Marketing, Care, Community, and AI. A full recording will be available after the event. Hello Atlas members! Don’t worry.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

ChurnZero

JUNE 15, 2023

It can be difficult to justify why implementing a JavaScript snippet, for example, should take precedence over the product roadmap. Tactically speaking, the most common mistake I see is organizations lacking the appropriate unique identifiers on usage events. How many usage events should Customer Success teams track in their product?

Events 96

Events Customer Success Insights Roadmap 96

Retently

FEBRUARY 21, 2024

Understanding your marketing channels Having a clear understanding of your marketing channels is like having a roadmap to guide your marketing efforts. Likewise, for companies using traditional marketing methods, these surveys can assess the impact of non-digital efforts like flyers and in-person events. How Did You Hear About Us?”

Social Media 78

Social Media Advertising Events Insights 78

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Throughout the day you get bombarded with communications from all over the place—email, Slack, on your phone, etc. Are you holding a user event? REGISTER NOW.

Roadmap 89

Roadmap Demo Feedback Engagement 89

Gainsight

NOVEMBER 15, 2023

Pulse Europe 2023 opened today at Passenger Terminal Amsterdam, on a tone of embracing each other as humans first, while taking our work to the next level through digital scale tactics powered by generative AI, customer education, self-service, and community. There’s people like me. It’s amazing. Customer Cheat Sheet (Available now!)

2023 52

2023 Customer Success Roadmap B2C 52

Totango

MARCH 12, 2019

The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. Let’s go over a few ways to make innovations in the digital era of communication work for you. Automate a variety of campaigns.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 1 – Look Deeper than Surface-Level Metrics. Featured speaker at events like Digiday, PayThink, CHLA, Momentum, THINK, USC Silicon Beach.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

West Monroe

NOVEMBER 2, 2022

Share metrics and communicate the impact of digital investments. Build a realistic roadmap. Below are three crucial pillars for building a roadmap that can show prospective buyers where the business has been—and where the acquirer can take it in the future: Have a clear and executable roadmap.

Roadmap 52

Roadmap Innovation Financial 2022 52

Customer Bliss

AUGUST 3, 2018

Unfortunately, in some places, there’s still a lack of trust in the metrics and cost-benefit analysis that experience officers are putting against investments they’re proposing to the C-Suite. Metrics tools are great but don’t forget about the human element. There’s still a need to raise the game on the science.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Gainsight

JULY 5, 2022

Excellent communication and listening skills. These tasks are impossible without communication skills that can traverse subject matter, message, and audience. Every journey begins with a roadmap, and every business motion starts with a strategy. Change management always begins with pre-launch communication and training.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

Gainsight

AUGUST 6, 2021

Your CS teams should be your ears to the ground to communicate what your existing customers need and how the product is resonating with them. Ensuring visibility into your product roadmap and building a communication channel will keep your CS teams informed on what’s coming and what they should expect. Step 3: Launching.

Customer Success 52

Customer Success Roadmap Feedback Metrics 52

Retently

MARCH 5, 2024

Tailored email templates for feedback can streamline these communications without sacrificing the personal touch that makes recipients feel valued. Using our tips as a roadmap, you can fine-tune your interactions to ensure they’re effective and resonate well with your clients.

Feedback 149

Feedback Social Media Customer Satisfaction Loyalty 149

Centercode

DECEMBER 22, 2020

This year has forced us to grow and change many, many aspects of our lives, from how we work (#remote), to how we communicate with our team (“Can you guys see my screen?”), This combination ebook-and-worksheet is a roadmap for keeping testers engaged, because targeted feedback is critical to product success.

2020 75

2020 2021 Webinar ROI 75

SurveySparrow

SEPTEMBER 25, 2023

Enhances Communication: Fosters collaboration among teams. Customer experience isn’t just about a single event. Objectivity: They rely on objective data and analytics to track customer behavior, including metrics like website visits, click-through rates, and conversion rates. What is Customer Experience?

Customer Journey 52

Customer Journey Customer Journey Mapping Customer Experience Social Media 52

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Project management, to ensure that projects are well organized, completed on time and meet key metrics. These tools can be automation software, communication apps, or help desk suites.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. Also, when possible, try to stick to the same communication channel that the conversation began in. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning.

NPS 199

NPS Net Promoter Score Reference Feedback 199

ChurnZero

SEPTEMBER 25, 2020

Formalizing how Customer Success and Product communicate helps tear down these fences while still maintaining neighborly boundaries. Fix Communication Breakdowns With Formalized Feedback. So, let’s take a quick look at each team’s common communication shortcomings and how they can level up their alignment.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

ChurnZero

FEBRUARY 26, 2021

If you don’t have Product Ops or Customer Success Ops to help support that, your tech-touch team might be a great resource for communication with Product because they look at usage trends and data and already take a one-to-many approach,” says Sana. Take the initiative to align on your product roadmap.

Customer Success 59

Customer Success Management Roadmap Feedback 59

SurveyGizmo

DECEMBER 21, 2022

Communicating with both through the same message does neither group any good. In short, tracking customer sentiment helps you understand three major metrics: Overall customer satisfaction, loyalty, and engagement intent. Keep your surveys targeted on a certain feature or event.

Customer Engagement 52

Customer Engagement Feedback Engagement Roadmap 52

Wootric

MARCH 1, 2020

The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Segment events and send it all back to Salesforce, and beyond for action. Go beyond the score, turn qualitative feedback into a roadmap for CX improvement.

Roadmap 52

Roadmap Touchpoint NPS Effort Score 52

CustomerSuccessBox

APRIL 18, 2022

As each current customer is a potential lead for a renewal event, an upsell or cross-sell, and a source of sales and marketing proof. Thus it is safe to say that, the product-led customer success strategies are triggered by by-product usage and in-app metrics. Which again requires your customer base to be successful enough.

Customer Success 52

Customer Success Customer Journey Roadmap Customers 52

ChurnZero

JULY 2, 2020

Having an established customer community – whether built through a dedicated platform like inSided or through your team’s collective actions – is a real sign that customers enjoy and benefit from what you’re doing and want to communicate with one another. Second, you need consistency in what your customers experience.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Clarabridge

MAY 9, 2018

Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. With a roadmap to success, of course! With a roadmap to success, of course! C3’s Just Another Word for Networking over Tunes.

2018 40

2018 CEM Roadmap Contact Center 40

Amity

JANUARY 30, 2018

We invited Maheen to the Amity office to present at one of our monthly Customer Success events. Partner with the customer’s senior leadership to communicate your organization’s value. Communicate your product roadmap regularly. Promote industry events to your customers. Identify win-win situations.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

Thematic

DECEMBER 5, 2018

To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. It mainly looks to past events, focusing on causal relationships and sequences. Develop a data roadmap and stick to it. Why is customer retention important? Outcome Analytics.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

CX Journey

MAY 5, 2015

In addition to the local networking events that local CXPA teams host around the country, this event is the annual membership gathering with an agenda filled with great speakers, awesome member-to-member exchanges of tools and ideas, awards, networking, and more. How else did she communicate? Tractor talk!

Government 68

Government Customer Experience Events Presentation 68

Think Customers

JUNE 15, 2021

Social media enables people of various backgrounds, cultures, and communities to connect and share special life events. As the market continues to grow, the need to check, communicate, and grow with agents is key to a healthy foundation. It has also become an uncertain ground for malicious content.

2027 52

2027 Social Media Culture Roadmap 52

InnerTrends

MAY 23, 2018

These are event driven marketing automations. NPS (net promoter score) is a metric that measures the customer experience and their loyalty related to a product or service. Take over the communication between third parties and your users. Let’s take a look at: Payment events, and. Payment events. Support tickets.

Marketing 73

Marketing Net Promoter Score NPS Download 73

Wootric

AUGUST 31, 2020

CX Operations, or CXOps, is all about the systems, automation, and lines of communication that make possible a unified, cross-functional, customer journey approach to improving customer experience. Each department has its own set of metrics, uses its own software, and focuses its attention on one specific leg of the customer journey. .

Management 52

Management Touchpoint Net Promoter Score Customer Journey 52

Oracle

NOVEMBER 7, 2018

Mark Dzuban, President and CEO of SCTE-ISBE is quoted as saying , “As we begin to execute on our 10-year roadmap for Cable-Tec Expo, it’s essential that we remain aligned with the industry’s evolution. To learn more about upcoming CX events, view our 2018-2019 customer experience events calendar.

2018 40

2018 Telecommunications Wireless Transportation 40

Amity

MARCH 20, 2016

At that moment - only about 20 minutes after talking with me - Jeffrey became my strategic partner, communicated exactly what I needed to know to achieve my objective, and he had the deal before I even saw a quote! He genuinely listened, communicated exactly what I needed to know, and was a strategic partner in making me successful.

Roadmap 60

Roadmap Webinar Measurement Customer Retention 60

Gainsight

JUNE 10, 2021

Major Takeaways: To empower the CSM in a role that is increasingly cross-functional, we built programs around communications, especially forums for more information. Wow Moments that Matter: Onboarding and implementation with a focus on “nudging” communication. NDR became the metric of choice over churn and LTV.

Metrics 52

Metrics Customer Success Customer Journey Measurement 52

NetBase

OCTOBER 22, 2018

Michael Fein , SVP Strategic Insights & Analytics at PMK*BNC ran down the metrics that matter, and how to keep the C-suite in the loop with easy and clear measurements of progress. from Billy Grenham , Global Director of Marketing & Communications for Taco Bell. The NetBase Roadmap – Skating to Where the Puck Is.

Social Media 58

Social Media Roadmap Hotels Brands 58

CSM Magazine

MARCH 16, 2021

In response, eCommerce customer service specialist eDesk is supercharging support for its 23,000 agents with AI advancements, expediting the company product roadmap. Global online sales grew 27.6% in 2020 to reach $4.28tn and the number of transactions needing customer support increased from one-in-eight to one-in-six.

Multi-Channel 52

Multi-Channel Retail Roadmap Insights 52

Gainsight

APRIL 14, 2022

One final sign that you need to call in the CS ops big guns is when your executive team is starting to request CS metrics be presented at your company’s board meetings. Strong communicator. Here are some of the core functions and roles your CS Ops team will take on to help scale your org: Plan the roadmap for your CS practice.

Chief Customer Officer 52

Chief Customer Officer Leadership Customer Success Roadmap 52

Pointillist

JULY 25, 2018

Success Metrics for the Team Champion – It is important for the champion to understand thoroughly the value of customer journey analytics as an analytics platform and believe that the regular users have built proficiency to use the platform meaningfully on a regular basis. Pick a mix of financial, customer and operational metrics.

Customer Journey 43

Customer Journey Events Metrics Government 43