Totango

APRIL 12, 2022

To wrap up the event, Totango COO Jamie Bertasi shared 10 key takeaways she gathered from all the presentations and conversations that took place during our summit. Let’s take a look at her top 10 insights. Top 10 Insights from Customer Success Executives. has a roadmap, a backlog, iterations, and new releases.In

2022 83

2022 Customer Success Insights Customer Journey 83

Happy or Not

MARCH 28, 2022

Part two: Whe n , whe re and how to measure peak-end experiences. In this second part, we’ll discuss when, where, how and what to measure, so that you get meaningful insights to improve customer satisfaction. . Measuring customer satisfaction at the end experience is arguably most important.

Measurement 69

Measurement Feedback Customer Satisfaction Customer Journey Mapping 69

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. As the great management thinker Peter Drucker is often quoted as saying, “If you can’t measure it, you can’t improve it.”.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Count on actionable insight to elevate your customer interactions.

Customer Service 139

Customer Service Net Promoter Score Customer Service Representative NPS 139

Experience Investigators by 360Connext

AUGUST 22, 2023

Usually, this means they collect all sorts of customer insights through surveys and user reviews to better understand their experience. They empower their entire company to act on those insights and then seek to understand their customers all over again. What measurements do you need? It sounds like a lot of work, because it is.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Thematic

APRIL 3, 2024

By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. SMART goals ensure your efforts are focused and measurable, allowing you to track progress and demonstrate the program's value. Focus on Actionable Insights: Stay aware of the data.

Social Media 62

Social Media Feedback NPS Insights 62

West Monroe

JANUARY 2, 2024

At this stage, a crucial responsibility for the CFO is the collection of a diverse range of quantitative and qualitative metrics; these metrics serve as the backbone of the organization's prioritized focus, essentially forming the finance transformation roadmap. an account in CRM = ship to address in ERP).

Roadmap 52

Roadmap Technology Financial Metrics 52

GetFeedback

JANUARY 29, 2019

With these insights, your teams can continuously improve and do their jobs more effectively; becoming a “well-oiled machine.”. Service : surveys help measure customer satisfaction and identify ways to improve your support systems. Product : improve product features and inform your product roadmap with customer feedback data.

Net Promoter Score 150

Net Promoter Score Roadmap Feedback Travel 150

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. To gather actionable customer insights, surveys should cover key areas such as product/service satisfaction, customer support experience, pricing perception, and brand loyalty and further be analyzed to drive improvement.

Feedback 113

Feedback Net Promoter Score Customer Satisfaction Loyalty 113

SurveySparrow

AUGUST 30, 2023

Strategic Insights Customer experience books provide you with a holistic understanding of CX strategies. You will dive into the world of data-driven empathy, where insights become your compass to personalize experiences and predict customer needs. Plus, the book doesn’t just deal with soft skills but also talks about measurable impact.

Books 52

Books Customer Experience Roadmap Loyalty 52

delighted

DECEMBER 10, 2019

Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Our customers have found that measuring operational metrics alone isn’t enough (read the case study ).

ROI 40

ROI Measurement Customer Experience Metrics 40

Customer Bliss

SEPTEMBER 19, 2017

It brings together the market insight, location analysis, and business intelligence today’s market requires. The platform was still valuable, but in new ways — and customers felt disconnected with the existing message, which was also going to present a problem for new customers. They needed to refocus.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

Retently

MARCH 5, 2024

Using our tips as a roadmap, you can fine-tune your interactions to ensure they’re effective and resonate well with your clients. Make sure to recognize the honest feedback the customer provides and convey appreciation for their insights. If you have any more insights or stories to share, we’d love to hear them.”

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Lithium

NOVEMBER 1, 2022

It’s Me, Marketing: A cost-saving series from Khoros The principal problem for marketers is that while they do their song and dance for consumers to purchase their product or service, it’s becoming increasingly unclear how to measure success and, most notably, how to track it. Available On-demand.

2022 52

2022 Roadmap ROI Social Media 52

SurveySensum

JANUARY 24, 2024

Talk to Your Product Team and Prioritize the Feature Once feature requests are centralized, the next crucial step is to start by asking these important questions to your product team to understand their insight Do we have the resources to build out this feature? But be sure to only ask about the features that resonate with your roadmap.

Roadmap 52

Roadmap Feedback Demo Customers 52

Retently

MAY 2, 2023

While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. NPS is one of the most popular metrics and measures customer loyalty. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES.

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

SurveySensum

MARCH 28, 2024

Creating a roadmap of your deadlines, setting realistic goals, and breaking them down into manageable tasks can make a world of difference. Efficient goal setting often aligns with the SMART criteria, ensuring tasks are Specific, Measurable, Achievable, Relevant, and Time-bound. So, how do you go about it?

Roadmap 52

Roadmap Feedback Presentation Social Media 52

Quadient

SEPTEMBER 16, 2022

While the core concepts of collaboration, customer empathy, and measurement haven’t changed, the most recent version of our Quadient Customer Journey Mapping Platform has come a long way from that first release. This is similar to the “living journey maps” concept that was present in our initial release. Measure business impact.”.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. Measurement. Gather insights. She is a regular speaker at CX events and conferences across Europe. The Capabilities. Customer strategy. Design Thinking Method.

Travel 204

Travel Hotels 2010 Customer Journey 204

Lumoa

JANUARY 19, 2023

How can we measure the interaction? What’s something measurable that can tell how well we are doing? It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. – Do different types of customers have a preferred way to buy?

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

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. to present to their leadership team. Khoros Roadmap Webinar (North America) Tuesday, May 17th Save your spot. Khoros Roadmap Webinar (EMEA) Wednesday May 18th Save your spot !

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

Gainsight

MAY 13, 2020

Ashvin Vaidyanathan, Gainsight CCO, and Ruben Rabago, Gainsight Chief Strategist, presented on how existential Customer Success is during a downturn. 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.

Roadmap 59

Roadmap ROI NPS Customer Success 59

SurveySparrow

DECEMBER 9, 2023

Well, there are numerous ways to measure and interpret it. By presenting it in a way that’s easy to understand. It is where raw data transforms into meaningful insights, providing a real-time overview of key performance indicators (KPIs) and operational metrics. But, among them, dashboards have emerged as a crucial tool.

Metrics 52

Metrics Insights Demo Presentation 52

Gainsight

JULY 5, 2022

Every journey begins with a roadmap, and every business motion starts with a strategy. Their purpose is to align the business goals with strategic CS goals and create a roadmap to make those outcomes possible. Their purpose is to align the business goals with strategic CS goals and create a roadmap to make those outcomes possible.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

ViiBE Blog

OCTOBER 28, 2021

The main goal of a company should be to create a satisfied customer, by delivering a great customer service roadmap and quality products, while applying the right strategies. This requires companies to design a positive customer journey at each touchpoint along the customer roadmap. What is digital CX?

Social Media 52

Social Media 2023 Roadmap E-support 52

West Monroe

JUNE 1, 2023

In collaboration with the Chief Commercial Officer and Chief Revenue Officer, the CPO can leverage consumer insights and analytics to effectively differentiate on product price, features, packaging, and delivery to bring in new customers while engaging existing ones. hosting costs) with the development of new features.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

NetBase

AUGUST 16, 2019

At the InterContinental in downtown LA in time to catch our keynote speaker: Carlos Gil, Author and Social Media Strategist will be sharing insights from his book – The End of Marketing: Humanizing Your Brand in the Age of Social Media and AI. A Roadmap to Meaningful Content. Where will you be on October 22 nd and 23 rd 2019 ?

Social Media 62

Social Media 2019 Multi-Channel Innovation 62

Confirmit

JULY 10, 2019

Join Confirmit’s Brad Linville, Senior Director, Customer Experience Consulting and guest speaker, Faith Adams, Senior Analyst, Forrester as they help you understand how to: Build trust by providing smart ways to share insights that will engage and empower your colleagues. Our Presenters: Brad Linville, Sr. Watch webinar.

Webinar 45

Webinar B2C Customer Experience Professionals Customer Centricity 45

Hero Digital

FEBRUARY 18, 2019

Aaron Maass, our SVP of Data + Insights, is the latest guest on Lea Pica’s Present Beyond Measure podcast. When sharing data with stakeholders, presenting information visually is just as important as gathering and analyzing it. Sounds great, but it’s not realistic, and it does the industry a disservice.

Return on Investment 58

Return on Investment Roadmap Presentation Insights 58

Gainsight

OCTOBER 27, 2022

We have a packed agenda of insightful leaders ready to discuss everything from growing Net Revenue Retention (NRR) and building durable growth to fostering a human-first business. . This session will be a great way for participants to learn actionable insight into setting up a Digital CS strategy. . Avoiding Management Debt.

Customer Success 52

Customer Success Roadmap Measurement ROI 52

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. Actively listen to the voice of your customers for valuable insights and improvements. It allows you to incorporate customer feedback into your product roadmaps and close the feedback loop , resulting in responsive solutions to improve customer satisfaction.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. A quick synopsis of her presentation: Customer Experience leaders are responsible for proactively enabling and embedding customer-focused decision making in their organizations. Let's dive in to her presentation.

Government 68

Government Customer Experience Events Presentation 68

Confirmit

JULY 10, 2019

Join Confirmit’s Brad Linville, Senior Director, Customer Experience Consulting and guest speaker, Faith Adams, Senior Analyst, Forrester as they help you understand how to: Build trust by providing smart ways to share insights that will engage and empower your colleagues. Our Presenters: Brad Linville, Sr.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

NetBase

OCTOBER 22, 2018

Keynote speaker Brian Solis’s presentation, The Shift from CX to Experience: Why Experience Is Everything Now and How to Design Experiences That Matter , was the perfect bit of inspiration to kick off the next two days of insights and information. Creating a Social Measurement Framework that Your CMO Will Love.

Social Media 58

Social Media Roadmap Hotels Brands 58

Confirmit

JUNE 26, 2019

Join Confirmit’s Brad Linville, Senior Director, Customer Experience Consulting and guest speaker, Faith Adams, Senior Analyst, Forrester as they help you understand how to: Build trust by providing smart ways to share insights that will engage and empower your colleagues. Our Presenters: Brad Linville, Sr.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

C3Centricity

JANUARY 13, 2021

Five Brilliant Ideas to Boost your Insight Development. Ever wondered why you struggle to develop actionable insights. It is also loaded with examples of how great insights can be turned into powerful ad campaigns that connect with customers and motivate them to buy. #4. How to Measure Customer Centricity the Right Way.

Customer Centricity 71

Customer Centricity Article 2020 Hospitality 71

Kayako

OCTOBER 16, 2017

When everything from ‘average reply time’ to ‘number of swag packages sent’ is being measured, how does support benefit from establishing shared goals with their customer success colleagues? As the team closest to your end users, support has valuable insights into customer sentiment. Shared goals lead to increased value.

Customer Success 74

Customer Success NPS Roadmap Customer Satisfaction 74