Gainsight

FEBRUARY 9, 2021

With Manny and Scott in separate teams and supporting so many leaders between them, governance has become something of a superpower in their toolkit. Governance has some straightforward value, such as agreeing on a roadmap, alerting stakeholders of upcoming changes, and surfacing redundancies. So how does PTC do it?

Government 52

Government Roadmap Leadership Customer Success 52

Customer Bliss

NOVEMBER 29, 2016

Create a roadmap with simple initial wins. Establish baseline metrics for defining performance. Unite the senior leadership team on goals and metrics, guiding principles and tenets of the business. Metrics measurement improvement. Accountability and governance in place. Implementation of improvement efforts.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. Why governance?

Government 40

Government 2024 Leadership Healthcare 40

CSM Magazine

MAY 26, 2023

Look at workflows, data governance, and metadata management practices to pinpoint areas of improvement. This roadmap should outline specific steps, targeted initiatives, and any risks or dependencies that may arise. Initiatives : Establish targeted initiatives to address challenges such as data quality, data governance, and workflows.

Management 52

Management Government Roadmap Measurement 52

Customer Bliss

JANUARY 25, 2019

He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. He put together a one-page roadmap and brought it to the senior leadership team. Established an internal CX council and governance. Understand tracking metrics. Develop a CX charter.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

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. World-class thought leadership.

Government 29

Government 2020 Leadership Events 29

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. The trick is to whittle your presentation down to the important metrics that impact growth and revenue. CHECK OUT GAINSIGHT PX.

Metrics 45

Metrics Presentation NPS Roadmap 45

Lumoa

FEBRUARY 9, 2023

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. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

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

Lithium

AUGUST 3, 2021

Khoros | Twitter Ads Discovery Program We are looking to get your feedback early in the process to ensure that we're building features with your use cases, goals, workflows, and success metrics in mind. The focus will be to better understand your priorities, the way you visualize, govern, moderate, and assess performance around Twitter ads.

2021 52

2021 Webinar Events Download 52

ClearAction

JANUARY 12, 2022

Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

West Monroe

MAY 1, 2023

The mandate of customer support has always been to balance the customer experience with efficient, scaled operations in the context of the product roadmap and known gaps. Far less clear, however, is the roadmap on where to begin and how to utilize these capabilities quickly and effectively. That’s where we come in.

Roadmap 52

Roadmap Metrics Customers Technology 52

Education Services Group

JUNE 20, 2023

You should have a solid understanding of your customer’s current state and then work with them to develop a roadmap to get them to their ideal future state. Track and monitor metrics like health scores, consumption analytics, and escalations. Perform the regular touchpoints, and address support escalations.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Customer Success 52

ClearAction

FEBRUARY 13, 2023

In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

Avaya

APRIL 10, 2019

Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. In my next blog, I will review how organizations are leveraging AI in the contact center and provide a roadmap for success. 80% increase in transactions handled by self-service apps.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Magellan Solutions

JUNE 14, 2023

Ensure that the outsourcing arrangement aligns with these goals and is integrated into your overall innovation roadmap. Establishing Clear Goals and Metrics You should set key metrics to track the progress and impact of the BPO’s contributions.

Innovation 52

Innovation Transportation Telecommunications 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

West Monroe

DECEMBER 20, 2022

We are interested to see how that metric moves in this year’s survey, given recent economic developments. Dow recently announced its accelerated commitment to deliver 3 million metric tons per year of circular and renewable solutions by 2030. Data governance is also critical, and often overlooked.

2021 52

2021 2022 Metrics 2030 52

West Monroe

DECEMBER 20, 2022

We are interested to see how that metric moves in this year’s survey, given recent economic developments. Dow recently announced its accelerated commitment to deliver 3 million metric tons per year of circular and renewable solutions by 2030. Roadmap and an execution plan to meet your objectives.

2021 52

2021 2022 Metrics 2030 52

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

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. Set clear goals and objectives that align with your business strategy.

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

Gainsight

JANUARY 8, 2021

Alignment practices continue to be critical in the roadmap and feature development prioritization for Adobe. “We rely heavily on qualitative and quantitative metrics when focusing on retention and prioritization of our efforts,” Jackie explained. In the Adobe cross-functional environment, it is pivotal to be in lockstep.

Sports 52

Sports Roadmap Government Customer Centricity 52

CX Journey

NOVEMBER 10, 2015

This is a great time to catalog and map your operational metrics, as well, and figure out how you will link them to your improvement efforts. Governance : Governance is about both oversight and execution. Your governance structure will outline and define people, roles, and responsibilities.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

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

West Monroe

JANUARY 18, 2023

A caveat: Organizations will need to build a new governance model that realigns decision-making rights across the delivery system. Product-oriented organizations therefore establish and track key metrics (KPIs, OKRs, etc.) And it needs technologists (e.g., specific to product development lifecycles.

Banking 52

Banking Innovation 2022 Government 52

Qualtrics

FEBRUARY 18, 2020

Find out how moving away from the metrics and towards a culture of action can help you become an XM master. When XM is truly embedded across an organization, you need a governance structure to manage it. When XM is truly embedded across an organization, you need a governance structure to manage it. 14:00 // Weds, March 11 .

2020 29

2020 Marketing Government Leadership 29

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

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 Customers 19

ClearAction

MAY 16, 2016

Metrics monitor the health and provide ongoing inputs to all of the above. Guidance = Competency development, marketing governance. Metrics = Profitability, predictive analytics, enterprise metrics alignment. Infrastructure = Back-end integration of processes, metrics, technology.

Marketing 54

Marketing Customer Experience Sports Metrics 54

Qualtrics

FEBRUARY 18, 2020

Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. Find out how moving away from the metrics and towards a culture of action can help you become an XM master. When XM is truly embedded across an organization, you need a governance structure to manage it. But why the slow progress?

2020 29

2020 Government Leadership Events 29

SmartKarrot

AUGUST 12, 2021

Proactively communicates product enhancements and provides visibility into product roadmap to client base. Driving adoption, setting KPIs and success metrics, demonstrating ROI. 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

SmartKarrot

JANUARY 11, 2022

Build and lead the world-class Customer Success team by developing and refining processes and procedures to meet/exceed defined KPIs and metrics of success. Provide reporting and metrics to Executive leadership on the progress against set strategy and objectives.

Customer Success 19

Customer Success Roadmap Metrics Government 19

SmartKarrot

OCTOBER 12, 2022

Leverage data to analyze and drive CSM/As performance as well as key client, vendor, and channel metrics (e.g. Ensure the team understands and presents the product roadmap to Clients, articulating how those investments translate to business value. usage, transaction volume, vendor enrollment, etc.).

Customer Success 19

Customer Success Roadmap Consulting Financial 19

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

BirdEye

MARCH 20, 2023

A successful strategy should define your social media goals, the methods you plan to use, and the metrics needed to measure performance over time. Social media campaign marketing includes activities such as creating content, monitoring key metrics, running paid advertising, and analyzing the results of campaigns to optimize future ones.

Social Media 52

Social Media Brand Values Brands Measurement 52

SmartKarrot

AUGUST 29, 2022

Develop a metrics tracking plan, ideate around future growth opportunities, and pitch key features and tests to the client. Analyze client data and understand industry benchmarks, business trends and opportunities to recommend the most effective growth strategies.

Customer Success 19

Customer Success Call Center Roadmap Government 19

SmartKarrot

NOVEMBER 22, 2022

You will partner with leadership across sales, ops and account management to ensure governance and standard best practices are not only in place but followed. Set and monitor performance targets and metrics for the UK team CSM organization. NPS, usage metrics, etc. Identify areas for continuous improvement.

Customer Success 19

Customer Success Roadmap Leadership Government 19