Gainsight

APRIL 21, 2022

Creating a Product Roadmap? Creating Governance Around Your In-Product User Guide Experiences, Part I: How To Rally Your People for a Stellar In-Product User Guide Experience. Creating Governance Around Your In-Product User Guide Experiences, Part II: Secrets to Perfecting Process and the In-Product User Guide Experience.

2022 52

2022 Government Magazine 2021 52

Education Services Group

JUNE 20, 2023

If you haven’t already done so in Acquisition (or even Consideration), CSMs will want to sit down with the customer to develop a Customer Success Plan , which will help set expectations and determine how to measure successful outcomes from the customer’s pov. Perform the regular touchpoints, and address support escalations.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Customer Success 52

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. Benefits of customer success roadmap. A roadmap helps you deliver the promises you have made to them in the initial stages. Few direct benefits of having a roadmap are: Customer retention. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

Customer Bliss

NOVEMBER 29, 2016

Create a roadmap with simple initial wins. Metrics measurement improvement. Accountability and governance in place. Here take care to know the undercurrents that exist culturally and understand any agendas or priorities. Assess the capabilities within the organization to determine the scale of the work ahead. Communication.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Lithium

DECEMBER 28, 2020

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Expanded paid planning measurement. Deeper governance and compliance capabilities. Khoros Communities. Khoros Care.

2019 52

2019 Engagement Social Media Roadmap 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

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

CX Journey

MAY 5, 2015

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery. Steering wheel: organization and governance Windshield: clear vision Wheels: process and tools (e.g.,

Government 68

Government Customer Experience Events Presentation 68

Avaya

APRIL 10, 2019

Skills-based routing – Advanced rules that change in real-time, based on the AI algorithm, to govern how to route customer interactions based on skills of agents available and circumstances causing customer interactions at that time. Customer sentiment analysis – Algorithms designed to detect human emotion, and make decisions based on it.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

West Monroe

DECEMBER 20, 2022

Data: To manage change and demonstrate progress, you must be able to measure the impact of your efforts. A good starting point is an assessment that identifies the data required to measure total emissions, determines where that data comes from, and documents how you access and gather it today.

2021 52

2021 2022 Metrics 2030 52

West Monroe

DECEMBER 20, 2022

Roadmap and an execution plan to meet your objectives. These goals and the roadmap should be communicated through sustainability reports and become part of standard operating procedures. Data: To manage change and demonstrate progress, you must be able to measure the impact of your efforts. Climate mitigation initiatives.

2021 52

2021 2022 Metrics 2030 52

Gainsight

MAY 13, 2020

Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around. Gainsight is the tool that lets you bridge that gap” Everyone knows that retention is a measure of product-market fit BUT retention is a lagging indicator.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Magellan Solutions

JUNE 14, 2023

Ensure that the outsourcing arrangement aligns with these goals and is integrated into your overall innovation roadmap. Data Security and Privacy Concerns Establishing robust data protection measures, confidentiality agreements, and compliance with relevant regulations is essential.

Innovation 52

Innovation Transportation Telecommunications Culture 52

Lithium

SEPTEMBER 13, 2019

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Expanded paid planning measurement. Deeper governance and compliance capabilities. Khoros Communities. Khoros Care.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Expanded paid planning measurement. Deeper governance and compliance capabilities. Khoros Communities. Khoros Care.

2019 40

2019 Engagement Social Media Roadmap 40

West Monroe

FEBRUARY 19, 2024

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. Without a strong digital-focused culture, retaining talent layers an additional level of complexity.

Innovation 52

Innovation Financial Roadmap Culture 52

CX Journey

NOVEMBER 10, 2015

It’s a great baseline that can be revisited and re-measured to gauge progress over time. Governance : Governance is about both oversight and execution. Your governance structure will outline and define people, roles, and responsibilities. Roadmap : To guide execution of your strategy, you must build a roadmap.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Gainsight

JANUARY 8, 2021

Alignment practices continue to be critical in the roadmap and feature development prioritization for Adobe. “Because of these efforts, it continues to be so critical in roadmap and feature development.” Reaching established KPIs: Measuring yourself against KPIs indicates you are attaining your goals.

Sports 52

Sports Roadmap Government Customer Centricity 52

SmartKarrot

DECEMBER 13, 2022

Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI. Drive customer adoption strategies that enable businesses to measure product usage, adoption, and success metrics that help drive customer retention across accounts.

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

APRIL 27, 2022

Influencing the product and marketing roadmap based on insights gained by being the primary customer advocate. Establish a metrics framework to realize and measure business value through the use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance.

Customer Success 19

Customer Success Roadmap Government Innovation 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 12, 2021

Proactively communicates product enhancements and provides visibility into product roadmap to client base. Measures and develops a plan to increase net promoter score (NPS). Analysing usage data, surveying users, running QBRs (Quarterly Business Reviews), presenting product roadmap, etc. Apply here: [link].

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Eptica

MAY 11, 2017

Ed’s session, “Roadmap to Differentiation”, outlined the steps companies should take if they want to drive real, measurable results within their business. The result is increasing pressure on senior CX leaders who need to cope with the needs of the C-suite, customers and employees to set and achieve their goals.

Customer Experience 51

Customer Experience 2017 Chief Customer Officer Events 51

SmartKarrot

MAY 19, 2022

Establish a metrics framework to realize and measure business value through use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance.

Customer Success 19

Customer Success Multi-Channel Roadmap Government 19

SmartKarrot

AUGUST 29, 2022

Establish a metrics framework to realize and measure business value through use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance. Build clear, measurable KPIs that define success for customers, and continually refine and improve them.

Customer Success 19

Customer Success Call Center Roadmap Government 19

BlueOcean

SEPTEMBER 17, 2020

Understanding with complete clarity what success measures are important for you as the client is the single most important aspect of the transition. From this point, good governance is the watch word. The post From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program appeared first on Blue Ocean.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

SmartKarrot

JANUARY 11, 2022

Establish a metrics framework to realize and measure business value through use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance.

Customer Success 19

Customer Success Roadmap Metrics Government 19

Experience Investigators by 360Connext

JANUARY 5, 2022

You had clear goals and knew how to measure them. Measurable. You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. Contextual.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

ClearAction

MAY 16, 2016

So siloed marketing maturity models are helpful, but not a good measure of what it takes to be fully successful in life. Guidance = Competency development, marketing governance. Your customer experience roadmap should include all the building blocks at the basic level this year, and then graduate to more advanced levels.

Marketing 54

Marketing Customer Experience Sports Metrics 54

SmartKarrot

MARCH 7, 2022

Establish a metrics framework to realize and measure business value through use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

NetBase

MAY 8, 2019

But that’s not all this prolific business leader offers – his entire outlook on life is a roadmap for businesses to follow – and you can bet that top enterprises are. Why Shareholders Love Him. There were quite a few takeaways – but his comments about Wayfair and other online retailers deserves a closer look! Understanding Consumer Behavior.

Consumers 49

Consumers Retail Social Media Roadmap 49

Gainsight

OCTOBER 17, 2019

Historically, board meeting agendas were often limited to corporate governance, financial performance, and sales activity. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. In comparison, most of the other parts of the board meeting are highly measurable: Finance: revenue, operating income, etc.

Metrics 45

Metrics Presentation NPS Roadmap 45

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. Represent the voice of Foodbomb’s customers and influence product development roadmap.

Customer Success 10

Customer Success ROI Roadmap Government 10

SmartKarrot

FEBRUARY 19, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Ivalua As a Director of Customer Success, you will be accountable for the success of the Ivalua customer journey as measured by the net revenue retention for each customer and adoption. Advocate customer needs/issues cross-departmentally.

Customer Success 10

Customer Success Roadmap Government Travel 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

UJET

JUNE 4, 2021

Get the jump on your competitors by downloading our free Digital Transformation Roadmap. They’ll understand that no framework and ensuing roadmap, however perfect, will account for everything that will happen during the digital transformation process. Measure Progress via Baselines and Targets.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121