West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Led by cybersecurity, mobile banking, and ever-increasing customer experience improvements, technology innovation in banking will continue to be robust. With upwards of $4.7

Banking 52

Banking Technology Innovation Roadmap 52

West Monroe

MAY 17, 2023

Forward-thinking technology has become table stakes for all banks, especially given the rapid growth of fintech companies shaping the market. Led by cybersecurity, mobile banking, and ever-increasing customer experience improvements, technology innovation in banking will continue to be robust. With upwards of $4.7

Banking 40

Banking Technology Innovation Roadmap 40

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. Customer feedback dashboards. And they thought – hey, we know our customers!

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Roadmap Touchpoint 190

TechSee

AUGUST 31, 2022

While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. Consider your team culture and their technology stack. The barrier between buying great technology and making a real impact is the adoption and deployment of that technology. Internal Adoption. End-User Adoption.

Engagement 109

Engagement Culture Technology Omnichannel 109

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? Key Takeaways.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

West Monroe

APRIL 6, 2022

Today’s mid-size ($20B-$50B AUM) and regional banks ($50B-$100B AUM) find themselves in a unique spot: big enough to require competing with larger banks on digital customer products but too small to absorb the consequences of strategic technology blunders when it comes to investing in them. The most pressing question they face?

Banking 52

Banking Technology Marketing Roadmap 52

COPC

JANUARY 9, 2024

By adopting new technology and expanding our team’s capabilities, we’ve contributed to Mastercard’s overall growth and positioned the company among the leaders in the contact center industry. 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

CX Accelerator

JULY 1, 2020

Now more than ever, technology is vitally important. Here are five tips to have a successful digital transformation: Understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable. This company bumped up their 2022 digital transformation strategy to 2020.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Customer Bliss

OCTOBER 17, 2019

And what I’m here to tell you is, as someone who’s done it—I moved from a catalog company, to a car company to insurance, to real estate, to technology—the key though is getting the fundamentals down early. Three critical skills to your roadmap as a CX leader. A lot of people think they need to stay in their vertical lane.

Chief Customer Officer 135

Chief Customer Officer Roadmap Leadership Hospitality 135

West Monroe

APRIL 22, 2024

Understanding the organization’s current state technology environment is vital, akin to understanding the team's current skillsets and weaknesses. This involves creating an integrated view of enterprise architecture or a target operating model—outlining future-state technology teams, applications, and surrounding infrastructure.

Government 52

Government Sports Leadership 2009 52

Customer Bliss

JULY 26, 2018

Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado. When first starting in your new #CX leadership position, form supportive partnerships. 3 Steps to Initiating A CX Communication Strategy. CX #CustExp Click To Tweet.

Government 111

Government Chief Customer Officer Roadmap Document 111

CSM Magazine

NOVEMBER 9, 2022

In this new executive leadership role, Davies will work directly with Calabrio customers and prospects to prioritise customer-first contact centre strategies enabled by engaged employees and elevate their use of technology to better leverage deep VoC data and insights.

Marketing 52

Marketing Contact Center Roadmap Leadership 52

CX Accelerator

JULY 1, 2020

Now more than ever, technology is vitally important. Here are five tips to have a successful digital transformation: Understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable. This company bumped up their 2022 digital transformation strategy to 2020.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

Playvox

AUGUST 8, 2022

These include: Not wanting to return to a physical office, instead preferring remote work Limited opportunities for advancement or low visibility for them as individuals Higher pay at another company Poor management oversight or leadership practices Lack of skills needed to excel in the role Weak company culture Stress and burnout.

Contact Center 78

Contact Center 2022 2021 Leadership 78

West Monroe

APRIL 9, 2023

It’s no surprise that as incoming leadership teams map out their transition plans, many fail to consider how operating model changes might impact the customer journey of migrating customers. Leadership teams must also craft a roadmap that details how the platform will evolve to align business outcomes with strategy and investment.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

West Monroe

APRIL 9, 2023

It’s no surprise that as incoming leadership teams map out their transition plans, many fail to consider how operating model changes might impact the customer journey of migrating customers. Leadership teams must also craft a roadmap that details how the platform will evolve to align business outcomes with strategy and investment.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

CSM Magazine

NOVEMBER 25, 2019

However, without a defined strategy and optimized implementation, bots can lead to frustration for customers, agents and leadership. I’m Sam, our automated response technology. Then create an ongoing roadmap for adding functionality to your bot, adding answers to more and more questions as they become relevant for your business.

Customer Experience 87

Customer Experience Roadmap Contact Center Insurance 87

ClientSuccess

JULY 23, 2019

Company : SmashFly Technologies. We then present a proposed roadmap of tactics that will help drive the overall strategy forward. Customers want to be heard and we are the conduit to the rest of our organization, like the product, engineering and our leadership team. Let’s get started with this week’s post! Question 1.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

CSM Magazine

JUNE 17, 2021

Cloud-first workforce engagement management provider announces roadmap for Data Sovereignty across Southeast Asia. This launch also demonstrates Calabrio’s growing strength, leadership, and commitment to the region, by supporting Southeast Asia’s increasing demand for cloud.

Engagement 52

Engagement Management 2020 Roadmap 52

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. Is your brand using Khoros technology to deliver world-class digital customer experiences with strategies and results that others can learn from? to present to their leadership team.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

ChurnZero

DECEMBER 21, 2023

Maybe, just as our product teams create a roadmap of future product features, we should have a similar roadmap of improvements to our customer experience. A: Once or twice a year is incredibly valuable, and over time, you’ll see that there’s a pattern related to how your technology is built in the market in which you service.

Sales 52

Sales Customer Success Webinar Tourism 52

Quadient

SEPTEMBER 16, 2022

We also received a five out of five score for "planned enhancements" – the only vendor to receive a perfect '5' score, demonstrating the strength of our product roadmap. Quadient is excited about our leadership status, so we made the full report available to you free of charge. VP of Customer Transformation.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

West Monroe

APRIL 9, 2023

It’s no surprise that as incoming leadership teams map out their transition plans, many fail to consider how operating model changes might impact the customer journey of migrating customers. Leadership teams must also craft a roadmap that details how the platform will evolve to align business outcomes with strategy and investment.

Leadership 40

Leadership Customer Centricity Financial Roadmap 40

CX Workout - Ideas Blog

NOVEMBER 3, 2020

For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing? All too often, frustrated companies say that CX has failed to meet financial goals and leadership expectations because of diminishing returns.

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. technologies will be significant to reaching sustainability targets. All Rights Reserved. Nearly a quarter of U.S.

2021 52

2021 2022 Metrics 2030 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. technologies will be significant to reaching sustainability targets. Roadmap and an execution plan to meet your objectives.

2021 52

2021 2022 Metrics 2030 52

Customer Bliss

JULY 26, 2016

In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation. Get moving.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

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. Leadership plays a key role in setting this tone and supporting the governance structure. The NIST 2.0

Government 40

Government 2024 Leadership Healthcare 40

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Make sure they’re onboard with this roadmap. A: Again, the answer here is the roadmap.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Think Customers

JUNE 29, 2022

Many companies are struggling to sustain growth and momentum without a clear customer and employee roadmap. From online deliveries to online banking, brands rushed to provide digital options that were adopted even by technology-averse consumers. IBM uses authentic leadership and abides by a work-from-home pledge.

Culture 59

Culture Roadmap Consumers Events 59

One Millimeter Mindset

OCTOBER 15, 2018

Or, let’s say a client is frustrated with their career trajectory and wants me to develop their next-steps professional roadmap. Alternatively, their education and certifications scream out a completely different skill set than the leadership track they so desperately want to target. And even disqualify them.

Workshop 142

Workshop Roadmap Customer Success Leadership 142

Customer Alignment

MARCH 2, 2018

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. Ensure these work streams underpin the blueprint and structure them into a time bound roadmap. The roadmap process is ongoing and iterative.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical.

Sales 90

Sales NPS Customer Journey Customer Success 90

SurveySensum

FEBRUARY 16, 2024

This is especially important when it comes to leadership, where 76% of people feel engaged after they believe that they’ve been heard by their boss. However, the landscape has changed dramatically with modern technological advancements, reducing the impact of hearing loss in the classroom , workspace, or similar.

Communication 52

Communication Interaction Connections Demo 52

SurveySensum

FEBRUARY 16, 2024

This is especially important when it comes to leadership, where 76% of people feel engaged after they believe that they’ve been heard by their boss. However, the landscape has changed dramatically with modern technological advancements, reducing the impact of hearing loss in the classroom , workspace, or similar.

Communication 52

Communication Interaction Connections Demo 52

ClearAction

MAY 3, 2019

Digital natives — anyone whose childhood was filled with digital technology — have joined the workforce: they represent an ever-growing segment of purchasing power. 1) Visionary Leadership. What’s needed more than technology or business rules for digital experience success is visionary leadership. What’s Out.

Leadership 48

Leadership Customer Centricity Metrics Technology 48

Kustomer

NOVEMBER 9, 2023

Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined. Her expertise extends to various industries, including e-commerce, retail, healthcare, financial services, and technology.

2023 52

2023 Events E Commerce Blog 52