CSM Magazine

SEPTEMBER 18, 2023

The air was thick with anticipation as attendees gathered to discuss the Genesys Cloud roadmap – understanding new features, functionalities, and how these can revolutionise the contact centre environment. 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

Experience Investigators by 360Connext

AUGUST 22, 2023

Present your data in ways that speak to specific departments, and continually follow up to show them how they are driving noticeable improvements in the experience. An executive invested in the customer experience will inspire innovation and motivate their team. That’s how customer experience becomes embedded in your company’s culture.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

InMoment XI

OCTOBER 24, 2023

By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. They provide clear directives, guiding businesses on where to act, how to improve, and when to innovate.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

ThriveableBiz

JANUARY 26, 2021

00:05:54] Innovation is About Creating Change. The links between change and innovation and the link between creativity became so apparent to me and what I realized was that all along I was in the innovation field because I was helping organizations change things. 00:09:00] The Presenting Problem Isn't Necessarily the Problem.

Innovation 52

Innovation Sports Management Definition 52

West Monroe

MARCH 14, 2024

” This observation underscores the importance of not just chasing after the latest technology but focusing on innovation—and investments, whether resources, time, or money—that can truly drive business growth. Otherwise, what’s the point? Latest Client Stories Creating $2.5 ROI Latest Client Stories Creating $2.5

Banking 40

Banking 2030 Financial ROI 40

SurveySparrow

AUGUST 30, 2023

Innovation and Adaptation The customer landscape is dynamic. Empathy in Action: How to Deliver Great Customer Experiences At Scale Authors: Tony Bates and Dr. Natalie Petouhoff Empathy in Action isn’t your typical book; it’s a roadmap to mastering the magic of empathy in the realm of customer experiences.

Books 52

Books Customer Experience Roadmap Loyalty 52

SurveySparrow

NOVEMBER 28, 2023

Reverse Needs: Things that, if present, make customers unhappy. Innovation and Technological Advancements: Embracing cutting-edge technologies to stay ahead. These are the unexpected treats that, when present, significantly elevate satisfaction. Roadmap Alignment: Embed Kano Analysis into your product development roadmaps.

Customer Satisfaction 52

Customer Satisfaction Workshop Roadmap Customer Expectations 52

Talkdesk

OCTOBER 28, 2020

This renewed energy and passion informed our CX Transformation Roadmap , which outlines five progressive stages for building resilient cloud contact centers. In a continued effort to help our customers transcend with innovative technology, we’re excited to host the Talkdesk Digital Showdown: Innovations in CX on November 5.

Contact Center 69

Contact Center Roadmap Innovation 2020 69

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

An innovative, future-focused and adaptable work community focused on solving customer challenges. Incorporate customer feedback data and quotes into project plans and product roadmaps. Customer-first cultures require an eye toward the future and persistent attention on the present. How Does Your Organization Score?

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

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. In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Ask our product leaders about our current and future innovation during a live Q&A.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

Lithium

NOVEMBER 1, 2022

Khoros Community Roadmap Q&A On September 29, General Manager of Community at Khoros, Nick Hill, answered questions posed by Khoros Communities customers during a live Q+A post a Khoros Roadmap presentation - check out the conversation! Available On-demand.

2022 52

2022 Roadmap ROI Social Media 52

SurveySensum

JANUARY 24, 2024

But she knew that blindly implementing every feature request could lead to confusion rather than innovation. Features that contribute directly to the product roadmap and support overarching business objectives should be given higher priority. But be sure to only ask about the features that resonate with your roadmap.

Roadmap 52

Roadmap Feedback Demo Customers 52

Oracle

FEBRUARY 21, 2020

Customer spotlight session featuring Daniel Foppen, CX Service Strategy, Oracle; Shep Hyken, Chief Amazement Officer, Shepard Presentations; Moritz von Butler, Global Head of Digitalization and Change, HR Services & Solutions, Credit Suisse; URVASHI Sheth, Senior Vice President, Client Services, Intermedia.

2020 62

2020 Customer Service Roadmap Hospitality 62

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Strategy: Vision, innovation, roadmap, partner ecosystem, pricing flexibility and transparency, and community. Market presence: Revenue and number of customers.

Customer Success 91

Customer Success 2023 B2B Customer Relationship Management 91

TechSee

AUGUST 31, 2022

What expansion and innovation opportunities will be available to me? Cost of, Access to Innovation: Advanced platforms will continue investing in developing or partnering to bring the latest innovations to the market. Furthermore, reliance on unstable startup solutions presents a considerable risk in today’s uncertain economy.

Engagement 109

Engagement Technology Culture Omnichannel 109

Circular Edge

APRIL 17, 2019

From COLLABORATE’s move to San Antonio to CE’s expanded Platinum Elite partnership with Quest to the customer successes and digital transformation stories highlighted in the JD Edwards keynote, roadmap and other educational sessions, the week was full of themes of journeys and continuous innovation with E1 9.2. E1 Tools 9.2.3.3

Roadmap 40

Roadmap 2030 Innovation Entertainment 40

Circular Edge

APRIL 17, 2019

From COLLABORATE’s move to San Antonio to CE’s expanded Platinum Elite partnership with Quest to the customer successes and digital transformation stories highlighted in the JD Edwards keynote, roadmap and other educational sessions, the week was full of themes of journeys and continuous innovation with E1 9.2. E1 Tools 9.2.3.3

Roadmap 40

Roadmap 2030 Innovation Entertainment 40

Customer Bliss

NOVEMBER 15, 2018

Samantha presented her findings to the CEO and executive team through a visual deck, in a way she knew her audience would be receptive to. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do. It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Think Customers

MAY 13, 2020

Leaders who can orchestrate digital tools into roadmaps and strategies can take the lead. The COVID-19 crisis is and will continue to be incredibly challenging; companies need to embrace the innovations happening now to create moments that truly matter. 2: Embrace change and charge. Enable strategies with ROI potential.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

Customer Bliss

MAY 5, 2016

And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. The example I give in the book — which I’ve sat through in dozens of conference rooms — is a presentation where data was presented on why we were not keeping new customers.

Customer Experience 183

Customer Experience Chief Customer Officer Roadmap Books 183

Kustomer

NOVEMBER 9, 2023

This changing dynamic presents both a challenge and an opportunity for businesses. But this journey isn’t just about technology; it’s about embracing a new mindset—a mindset that prioritizes customer-centricity, customer data, personalization, innovation, and adaptability. Customers today expect more than ever before.

2023 52

2023 Events E Commerce Blog 52

SurveySparrow

MAY 24, 2023

These insights can serve as a strategic roadmap for initiatives like content generation, marketing campaigns, and product development. In fact, you may make your lessons and presentations more interactive and welcoming by incorporating polls into them.

Social Media 52

Social Media Feedback Interaction Engagement 52

West Monroe

DECEMBER 7, 2023

The new revision, ICH E6 (R3), intends to modernize, harmonize, and adapt existing GCP guidelines to support the latest innovations in clinical trials. This highlights the need for strict data protection and confidentiality requirements to accompany an innovative, digital transformation.

Document 52

Document Healthcare Technology Innovation 52

Totango

MARCH 12, 2019

Let’s go over a few ways to make innovations in the digital era of communication work for you. Follow a Roadmap Established by Customer Success Software. The best customer success software will provide a clear roadmap of the elements you need to keep in mind during onboarding. Automate a variety of campaigns.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

Confirmit

MAY 29, 2019

Holly works closely with the Product Management team, ensuring that Confirmit's latest innovations are communicated to customers. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation.

Consumers 40

Consumers Insights Webinar Hospitality 40

Confirmit

MAY 16, 2019

Holly works closely with the Product Management team, ensuring that Confirmit's latest innovations are communicated to customers. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation.

Consumers 40

Consumers Insights Webinar Hospitality 40

Oracle

MARCH 12, 2018

Next Generation Contact Centers – How Innovations Will Transform Service. Learn where Oracle is investing to help brands deliver innovative, proactive engagements. Presenters will discuss how a strong digital point of view leads to great customer experiences, and will also include a solution overview and roadmap.

2018 45

2018 Customer Experience Contact Center Roadmap 45

Thematic

APRIL 3, 2024

Improved Product Development: Voice of the Customer data pinpoints desired features, unmet needs, and friction points in existing offerings, fueling innovation and ensuring your products genuinely resonate with your target market. This lets you personalize their experience by presenting additional recommended products at optimal times.

Social Media 62

Social Media Feedback NPS Insights 62

ShepHyken

JULY 12, 2019

Collecting this data in large quantities can present more of a burden than a solution if you lack the necessary resources for combing through and creating actionable insights that pinpoint inefficiencies in your operations. His charter also includes fostering and driving key technology partnerships as a way to accelerate product innovation.

Blog 108

Blog Customer Experience Roadmap Technology 108

Circular Edge

MAY 26, 2023

It was a special week for the CE team as well, as we celebrated 20 years of outstanding teamwork, customer success stories, and continuous product and service innovations! Finally, full presentation slide decks from CE sessions are available to customers upon request.

2023 52

2023 Demo Innovation Entertainment 52

Gainsight

JULY 11, 2023

I’m so proud of and grateful for the Northpassians who came together to innovate and build our remarkable company. Gainsight has 500 R&D personnel and a proven track record of delivering cutting-edge innovation at scale. Our team’s vision, focus, talents, and hard work were central to achieving this milestone.

2023 40

2023 Leadership 2012 2010 40

NetBase

AUGUST 16, 2019

A Roadmap to Meaningful Content. Learn How Companies are Using Social Listening for Their M&A, Sales Channel, Digital Engagement, and Innovation Strategies. Presenting Insights & Driving Action: Storytelling and Dashboard Templates. Customer Driven Innovation: Surface Unmet Needs Using Category and Competitive Analyses.

Social Media 62

Social Media 2019 Multi-Channel Innovation 62

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Totango

AUGUST 29, 2019

Also, everyone who interacts with customers should know the standardized messaging so you can present a consistent voice when engaging customers. . Your customers will love engaging with your brand on a deeper level and will be excited about your future products, releases, and innovations. Be Proactive. How are they using the product?

Customer Retention 87

Customer Retention Customer Journey Customer Centricity Customers 87

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. Employee feedback is the roadmap for this journey of improvement. It serves as a powerful tool for uncovering genuine concerns, innovative ideas, and constructive criticism that might otherwise remain unspoken.

Culture 52

Culture Feedback Employee Experience Demo 52

SmartKarrot

MARCH 26, 2024

Chaos presents a canvas for innovation and reinvention. While an Ideal Customer Profile (ICP) and Journey Maps provide a roadmap, flexibility ensures we stay responsive to changing landscapes. Let’s delve into the intricate dynamics of customer success, dissecting the essence of learning from failures.

Customer Success 10

Customer Success Customer Centricity Roadmap Culture 10

Circular Edge

AUGUST 30, 2018

It was an exciting week for the CE team as well, as we celebrated 15 years of customer success stories and product and service innovations. YouMakeItHappen was the central theme of the conference, with a focus on how customers are leveraging digital technologies and JD Edwards to deliver innovative solutions across their organization.

2030 40

2030 Presentation Innovation User Experience 40