Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. And it addresses what’s coming next to best meet customers’ needs. PMs can solve these challenges with a data-based product roadmap. A roadmap to revenue growth.

Roadmap 52

Roadmap Net Promoter Score Document Metrics 52

Lithium

JUNE 27, 2023

What you can expect from this event: Get actionable techniques to drive community growth, member engagement and business impact Learn new ways and best practices to innovate with your community Discover Aurora, the next generation of community experience Check out these resources to get ahead!

2023 52

2023 Innovation Roadmap Events 52

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

2016 267

2016 Innovation Marketing Insights 267

Magellan Solutions

JUNE 14, 2023

Disruptive innovation is crucial for businesses, enabling them to challenge existing market norms, create new opportunities, and gain a competitive edge. You can transform your business and customer experiences by offering innovative products or services. But what is the role of BPOs in disruptive innovation?

Innovation 52

Innovation Transportation Telecommunications Culture 52

Gainsight

MAY 24, 2022

So how should companies go about understanding what their customers really want and meeting their needs? The Truth About What Customers Want. In short, data validates what your customers want. . Smarter Product Roadmaps, Shorter Timelines. There’s an anecdote about trying to understand people’s daily diets.

Innovation 105

Innovation Roadmap Information Communication 105

AskNicely

JULY 17, 2018

As a product team, you require a deep understanding of your customers’ complex problems. Without it, how do you know if you’re innovating in the right direction? Are you fixing real pain points, or are you spending time and money on features that might not actually matter to your customers? Uncovering Customer Happiness.

Roadmap 60

Roadmap Customer Centricity Net Promoter Score 2014 60

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Talkdesk

DECEMBER 30, 2020

I think we’re all more than ready for 2021, and if we apply the spirit of innovation sparked by 2020, it’ll be a very good year. Just as Talkdesk cloud technology makes it easy for our customers to move their contact center agents to work remotely, we were able to internally apply that same technology with ease. Transition.

2021 83

2021 2020 Innovation Contact Center 83

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? your CX foundations. Leaders invested in CX spend time in a cycle of action.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization. Lynn Hunsaker.

Customer Centricity 54

Customer Centricity Innovation Magazine Customers 54

Gainsight

FEBRUARY 7, 2024

In the fast-paced world of Customer Success , staying ahead of the curve is non-negotiable. That’s why here at Gainsight, we’re beyond thrilled to share our latest triumph: clinching the top spot in the Winter 2024 G2 Grid Report for Customer Success. But what exactly does this mean, and why should you care?

2024 52

2024 Roadmap Innovation Customer Success 52

CSM Magazine

MAY 14, 2024

Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption.

Healthcare 52

Healthcare Innovation Employee Experience Customer Journey 52

Lithium

APRIL 12, 2022

Your customer experience team is no stranger to attrition — It's a tough gig! Our latest release delivers new tools that will help you keep employees — and customers — happy for years to come. A contact center is only as good as the people interacting with customers. It doesn't stop with your frontline either.

Omnichannel 52

Omnichannel Innovation Contact Center Customer Service 52

Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. How to Use Insights To Drive Product Roadmap. It means everything from innovation and foundational research to evaluative research. Interview with Arianna McClain, Director of UX at Cruise.

Roadmap 54

Roadmap Customer Insights Insights Definition 54

CSM Magazine

SEPTEMBER 18, 2023

This week saw a hallmark day for the customer experience (CX) community as Sabio Group’s HQ in London played host to its dedicated Genesys Cloud CX session. Sabio Group’s Chief Innovation Officer, Stuart Dorman, took the helm at the start of the event.

Customer Experience 59

Customer Experience Roadmap Multi-Channel Events 59

Gainsight

AUGUST 4, 2022

All innovation requires some amount of risk. Product experience drives customer experience. The trick is to create a customer experience that matches the product experience in terms of value and relevancy. Remember that your product experience is the journey your customer goes through within your product.

Customer Experience 64

Customer Experience Roadmap Social Media Feedback 64

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. Discover AI’s valuable yet complex role in enhancing efficiency and improving the customer experience.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

SurveySparrow

AUGUST 30, 2023

If Customer experience is your next target, don’t worry; we’ve got you covered. Our team sat down for 5 days and 6 nights to read the best customer experience books and curated the perfect list just for you! Why Read the Best Customer Experience Books? Firstly, let’s see why we must read customer experience books.

Books 52

Books Customer Experience Roadmap Loyalty 52

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. A few years ago, we recognized the importance of enhancing our Global Customer Care team.

Customer Experience 74

Customer Experience Net Promoter Score 2024 Customer Care 74

Thematic

APRIL 17, 2019

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. It means everything from innovation and foundational research to evaluative research. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? Alyona: Awesome.

Roadmap 63

Roadmap Insights User Experience Definition 63

One Millimeter Mindset

JULY 3, 2018

It is time for a mid year workforce innovation break! This midyear workforce innovation blog post review links to the top 5 blog posts that readers find relevant and valuable. As a Professional of Worth, target continuous collaborative workforce innovation. How Collaboration Experiences impact Customer Experiences [link].

Innovation 44

Innovation Blog Engagement Workshop 44

NICE inContact

FEBRUARY 4, 2019

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. The post Future-proof Innovation – Vendors in it for the Long Haul appeared first on NICE inContact Blog.

Innovation 55

Innovation Contact Center Roadmap 2018 55

Lithium

MARCH 5, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

2024 52

2024 Social Media Roadmap Webinar 52

SurveySensum

JANUARY 24, 2024

Along with success, Alice also saw a plethora of feature requests from her customers, including her high CLV customers. But she knew that blindly implementing every feature request could lead to confusion rather than innovation. Targeting specific business goals : Customize your prioritization based on specific business goals.

Roadmap 52

Roadmap Feedback Demo Customers 52

Lithium

APRIL 2, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

2024 52

2024 Webinar Roadmap Events 52

One Millimeter Mindset

JANUARY 25, 2023

Learning new stuff happens outside the boundaries, and between the lines, of formatted sales and customer service scripts, as well as project management templates. Plus everyone misses out on your valuable insights which can catalyze them to be more creative, innovative, and collaborative. Contact me here. Meet people where they are.

Consulting 88

Consulting Innovation Roadmap Leadership 88

SurveySparrow

SEPTEMBER 29, 2023

Did you know that 61% of consumers are willing to pay a premium of at least 5% for a promise of exceptional customer experience? Well, the secret lies in their commitment to improve and enhance customer experience. And one powerful tool that can help achieve this is a customer experience workshop. That’s huge!

Workshop 52

Workshop Customer Experience Roadmap Innovation 52

SurveySparrow

NOVEMBER 28, 2023

Customer satisfaction is the holy grail now. The Kano Model, named after its creator, Professor Noriaki Kano, is a framework designed to prioritize and analyze features based on customer satisfaction. Your customers expect a tasty meal—nothing fancy, just good food. Reverse Needs: Things that, if present, make customers unhappy.

Customer Satisfaction 52

Customer Satisfaction Workshop Roadmap Customer Expectations 52

TechSee

MARCH 2, 2023

As a potential customer, you want to set expectations upfront and understand how other companies have practically benefitted from an AI solution. As a potential customer, you want to know if competitors have proven results in the real world, especially in similar use cases or with similar objectives. If so, how?

Roadmap 109

Roadmap ROI Technology Customer Success 109

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Want more customers?

2016 162

2016 Customer Experience E Commerce Insurance 162

BirdEye

MAY 17, 2023

In this article, we’ll share 15 inspiring mission statements and learn how to write a mission statement that resonates with you and your customers. When you write a mission statement, consider the impact you want to have on your customers, your employees, your community, and your business decisions, past and future.

Innovation 98

Innovation Sports 2001 Social Media 98

SurveySensum

AUGUST 22, 2023

A SaaS company receives a suggestion from a customer about simplifying the user interface. This isn’t just luck; it’s the outcome of a strategic approach to customer feedback. In the realm of SaaS, such success stories are born from leveraging customer feedback. Stay ahead. Keep clients happy. Build trust.

Feedback 52

Feedback Net Promoter Score B2B Roadmap 52

Inbenta

DECEMBER 21, 2023

DALLAS – December 14, 2023 –Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Merlin Bise as Chief Technology Officer, effective January 1, 2024.

2024 52

2024 2023 Roadmap Banking 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 91

Sales NPS Customer Journey Customer Success 91

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course. CCXP Exam Prep Many professionals working in a Customer Experience-related role seek certification to substantiate their mastery of the discipline.

Roadmap 52

Roadmap Customer Experience Professionals 2016 ROI 52

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

Customer Success 93

Customer Success 2023 B2B Customer Relationship Management 93

ClientSuccess

JUNE 1, 2022

It is more than just working through an implementation or onboarding plan, providing ongoing support to customers throughout their lifecycle, and delivering on customer expectations. . Instead, modern CSMs are often asked to spearhead one of SaaS business’ most daunting and unpredictable aspects: customer churn. .

Roadmap 52

Roadmap Webinar Customer Relationships Customer Relationship Management 52