2020 Research

OCTOBER 18, 2023

During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies. A: This is more about how the tool is built.

Marketing 108

Marketing Healthcare Webinar Roadmap 108

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. They’ve also reevaluated their product roadmap, pausing less relevant items, so they could launch a new feature two months early. No worries, if you missed the webinar, you can view it on-demand here. . Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

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. Webinars & Events Some event areas are limited to Khoros customers only. Available On-demand.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

ChurnZero

DECEMBER 21, 2023

In our webinar, Navigating post-sale chaos: Strategic customer success , Tim outlined a valuable exercise for identifying those customer needs quickly, and how to fulfil them in the “messy middle” of the customer journey when outcomes are created and relationships are built. Here’s the webinar in full.

Sales 52

Sales Customer Success Webinar Tourism 52

Talkdesk

DECEMBER 1, 2020

Based on this experience, we have developed the Talkdesk CX Maturity Model™ to help brands understand their current maturity, set a vision for their ideal future state and create a roadmap to get there. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. Our product roadmap has exciting new features planned this year around the theme of high-value customer understanding and retention.

B2B 90

B2B Roadmap B2C Hotels 90

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. Creating a Product Roadmap? Looking to Measure Performance? How To Measure Product Adoption Using Product Analytics. Looking to Measure Performance? How To Measure Product Adoption Using Product Analytics.

2022 52

2022 Government Magazine 2021 52

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. Pull up your notepad and walk away with a few lessons!

2022 52

2022 Roadmap ROI Social Media 52

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. No worries on if you missed this webinar (or even if you want to listen to it again), you can view the webinar on-demand here.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Innovative CX

MARCH 24, 2023

In the latest “National Customer Rage Survey”, conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. There is no magic bullet to a better experience. How exactly have customer expectations changed, then?

Customer Service 52

Customer Service Webinar 2020 Roadmap 52

SurveySparrow

AUGUST 28, 2023

5 Continuous Education Webinars and Workshops : Host regular webinars and workshops that educate users on advanced features and best practices. 7 Data Security and Privacy Transparency: Clearly communicate your data security measures and privacy policies during onboarding. Tailor webinar topics to meet these demands.

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. If you missed the webinar, you can watch it on demand.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

CSM Magazine

NOVEMBER 28, 2022

To ensure that all aspects of the product launch are rock-solid, you’ll want to develop a clear roadmap for development and testing. This roadmap should identify the tasks that need to be completed, the timeline for completion, and any potential roadblocks you may encounter. 5) Measure KPI.

Customer Service 52

Customer Service Marketing Roadmap Social Media 52

COPC

MAY 31, 2022

Each month, a data-rich report is released, followed by an interactive expert-led webinar to review the findings. In 1996, the need for structured processes and measurements in the customer contact industry prompted leaders from across sectors to assemble. In May 2022, committee members will discuss using COPC Inc.’s

Customer Experience 102

Customer Experience Contact Center Consulting Metrics 102

Gainsight

FEBRUARY 26, 2024

User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications. Creating a Cohesive, Measurable Digital Program When you think about your customers’ and users’ digital journeys, many touchpoints probably come to mind.

NPS 52

NPS Touchpoint Customer Journey Effort Score 52

Gainsight

MARCH 21, 2023

Meaningful Metrics = Tangible Outcomes One theme that came up again and again, is this: No matter what your goals are, it’s critical that you’re driving tangible outcomes that are defined by meaningful, measurable metrics—especially when it comes to your digital strategy. The only way to measure success is to have a clear metric for success.

ROI 52

ROI 2023 Roadmap Metrics 52

Confirmit

JULY 10, 2019

Webinar Details. Watch webinar. Her research focus areas include customer experience measurement and customer-centric culture. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system.

Webinar 45

Webinar B2C Customer Experience Professionals Customer Centricity 45

Lithium

MAY 4, 2021

Discovering Business Value within Community : Measuring Business Value within Community has never been as easy as it is today, check out this great blog for all the details. Webinars & Events. Khoros Roadmap Webinar Tuesday, June 8 • Register today! Paid & Organic Reporting Thursday, May 27 • Register today!

2021 52

2021 Webinar Events Social Media 52

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. According to research Aberdeen conducted in May 2018, which Minkara highlights in the webinar, there are 4 key benefits. Measure and improve customer effort across the journey.

Customer Journey 44

Customer Journey Effort Score Webinar Social Media 44

COPC

OCTOBER 26, 2023

Then, we look at the critical aspects of knowledge content and protective measures. Webinar Series A Vision for AI in Customer Support This webinar series explores the potential of AI to revolutionize both front-end processes that impact customer interactions and back-end operations.

Technology 77

Technology Customer Experience Consulting Insurance 77

Confirmit

JULY 10, 2019

Watch webinar. He has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

NetBase

OCTOBER 12, 2018

We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Mentions aren’t everything – they’re certainly not enough on their own – BUT… Mentions are a measure of brand awareness. Measuring this presents opportunities to cultivate brand loyalty by responding to consumers’ deepest desires. Brand Passion.

Social Media 49

Social Media Metrics Webinar Airlines 49

Gainsight

AUGUST 6, 2021

Preparing your CS teams for an upcoming release is crucial to ensure that they bring awareness to your customers and the Product team has a partner who can help measure adoption. Ensuring visibility into your product roadmap and building a communication channel will keep your CS teams informed on what’s coming and what they should expect.

Customer Success 52

Customer Success Roadmap Feedback Metrics 52

CSM Magazine

JANUARY 25, 2022

Put in place the right measures of success that evaluate the human factor of digital interactions. Creating the CX and EX vision to drive the technology roadmap. Keep it simple with human-centred design. Once you know what pitfalls to avoid and have the right mindset in place, add the human touch to operations.

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52

Confirmit

JUNE 26, 2019

Webinar Details. He has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. Standardizing and automating touchpoint workflows help you define key performance indicators (KPIs), which can be used to monitor and measure the quality of your customer’s experience at each touchpoint. Social media posts and ads.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

Avaya

APRIL 10, 2019

It can measure customer sentiment and success, engage customers, assist agents to serve customers, and much more. In my next blog, I will review how organizations are leveraging AI in the contact center and provide a roadmap for success. AI is finding a comfortable home in the contact center.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

ClientSuccess

APRIL 5, 2022

But there is still so much your users can tell you about their experience, how your product can become even more user-friendly, and even where your product roadmap can grow. This is, of course, the traditional NPS question and should be present on any NPS survey to measure an accurate score for your team.

NPS 52

NPS Social Media Roadmap Feedback 52

Gainsight

MAY 13, 2020

We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. . 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

Amity

MARCH 20, 2016

There was the ridiculous “we didn’t measure your door correctly, never mind listen to a word you said about your design preferences” quote, and the non-existent “we spent time and money sending someone to measure your door and spoke to you about your preferences but never sent you a quote” quote.

Roadmap 60

Roadmap Webinar Measurement Customer Retention 60

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. Q: How do you prioritize what feedback gets incorporated into the product roadmap? These get routed directly to the product team.

Feedback 117

Feedback Roadmap Demo ROI 117

Gainsight

FEBRUARY 20, 2019

Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Success is measured in MAU, DAU, or CLV. Success is measured in renewal rate , NPS , CLV, or retention rate. Success is measured in CLV or conversion rates (MQL to SQL, SQL to closed won, etc.).

Roadmap 45

Roadmap Demo Measurement Customer Success 45

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. In the scaled model, we now have a monthly webinar on that topic, and we invite as many people as we can to it.

2023 52

2023 Customer Success Chief Customer Officer 2022 52

Confirmit

APRIL 15, 2019

Webinar Details. Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. Voice of the Customer Webinars. Date: Tuesday, April 23. Time: 8am PDT, 11am EDT, 4pm BST, 5pm CEST. REGISTER HERE. How did this transformation occur? Join us to find out.

Customer Experience 40

Customer Experience Webinar B2C Roadmap 40

Wootric

SEPTEMBER 2, 2020

Register for this webinar with Misti Cain! When planning campaigns, designing product roadmaps, or developing features for your customer, include user stories as told from your customers’ point of view. Learn how Wootric can help you measure and improve customer experience. Want to launch an Advocacy program?

Net Promoter Score 59

Net Promoter Score Customer Centricity Reference Roadmap 59

Clarivate

DECEMBER 13, 2017

However, many of those same companies will have little to no objective measurements in place to actually measure their delivered customer experience. While it is true that many companies have some sort of customer surveys, those may likely be measuring only a small portion of the customer experience.

Customer Experience 49

Customer Experience Management Customer Journey Mapping Roadmap 49

Wootric

MARCH 15, 2020

Guneet Singh, Director of Customer Experience programs at Docusign, spoke about this in a recent Voice of the Customer webinar. Through this customer advocacy program, his customers learn from each other, get a first look at new product features, and provide valuable insights for the DocuSign product development roadmap.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125