Guest Post: How to Build Your Customer Experience Roadmap

ShepHyken

Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. So, take the time to build your customer experience roadmap and align your budgets with it. What is a Customer Experience Roadmap?

PeopleMetrics Experience Management Platform Roadmap Preview

PeopleMetrics

PeopleMetrics Experience Management Platform Roadmap Preview. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We highlight: Features we added in 2020.

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Building a Product Roadmap & Why Customer Success Input Is Valuable

CSM Practice

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap?

A Roadmap to Customer Success for SMBs

SmartKarrot

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. How to build a customer success roadmap.

Managing Product Feedback at Scale

This practical 26-page eBook provides product managers with the strategies needed to deal with the common pitfalls that come with opening up the inevitable floodgate of data that comes with asking your customers and internal stakeholders for their input.

What is a Product Roadmap?

Gainsight

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Maps are a fundamental part of our lives therefore, a product roadmap isn’t exactly a new concept. Executive-level product roadmaps. Internal product roadmaps for sales.

Is Story part of Your Professional Advancement Roadmap?

One Millimeter Mindset

When you think about your professional advancement roadmap, storytelling probably is the last component on the list. And, the professional development roadmap we pursue is full of detours and potholes along the way. However, rediscovering and owning your stories are critical components of your professional advancement roadmap. What’s the real story behind each one of the career moves on your professional advancement roadmap?

Crafting a customer experience roadmap

Jacada

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More. Jacada Blog

Keep Your CX Roadmap Relevant, or Risk Going off Track

MaritzCX

This article was originally published by the CXFocus Magazine. Creating Relevant Customer Experience Plan With firms failing to perform the core CX management activities and index scores for 2019 not looking promising, at first glance this may look like doom and gloom for the CX sector. However, this actually makes the case for CX stronger. View Article. General

A Roadmap to Success with Speech Analytics

8x8

This roadmap will get you started on the road to success. Whether you’re heading to a new restaurant on the other side of town or taking a road trip across the country, a GPS helps get you there. Gone are the days of combing through maps, taking notes and picking what you think is the best route—only to be blindsided by traffic delays and detours. But a GPS needs precise guidance before starting out.

Managing Product Feedback at Scale

As with all things related to customers, there’s an art and science to effectively dealing with each of their ideas. With so many voices competing for attention, you need a means of effectively dealing with all of the data that will come your way. This practical 26-page eBook provides product managers with the strategies needed to deal with the common pitfalls that come with opening up the inevitable floodgate of data that comes with asking your customers and internal stakeholders for their input. In this eBook, we’ll show you: • How to gather, prioritize, and select the best ideas from your customers and stakeholders, • How to make internal feedback more effective and inclusive, • How to make more strategic product roadmap decisions based on data, not opinions, • How to set expectations for new development both internally and externally. Get your free copy now!

Building a 90 Day Roadmap to Customer Excellence and 3 Simple Tips with Shannon Martin

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered.

Prioritize features for your product roadmap using these surveys

GetFeedback

Learn more about how to prioritize features for your product roadmap using these surveys from GetFeedback. Guides

How To Create A Product Roadmap: An Essential Guide To Successful Product Planning

SurveySparrow

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success!

New Report From Vivantio Provides Roadmap for Next-Generation B2B Service Infrastructure

CSM Magazine

Vivantio , a leading provider of customer service optimization software and solutions, has launched a new report, “ Leveraging Breakthrough Service to Transform Your B2B Enterprise.”.

Lessons Learned from the Frontlines of CX: Enterprises Ditch the Roadmap to Become More Responsive

Bold360

That’s far removed from the five-year roadmap approach.”. While today’s enterprises may have less focus on multi-year project roadmaps, there’s renewed priority around driving quick wins that can add up to better CX.

Getting to Yes: A 7-step Roadmap to Successful Project Management

C3Centricity

If we had followed the seven-step roadmap I am going to share with you now. The 7-Step Roadmap. If you follow this roadmap, not only will you succeed in your project management, but you will also be seen to do so as well.

How to Incorporate NPS Feedback into Your Product Roadmap

Retently

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. A product roadmap is a strategic plan or statement of intent matching the vision and steps involved in a product’s development. A well-defined and goal-oriented roadmap allows the team to be on the same page and act in the same direction.

5 Guidelines for Structuring Your Product Roadmap

Wootric

Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Product roadmaps fit very strategically into this hierarchy.

Biteable’s Evolution to a Customer-Centric Product Roadmap

AskNicely

Collecting real-time feedback not only enables you to get a quick temperature-read on your customers, but it gives your team authentic, actionable insights that you can apply to your roadmap for quicker innovation and faster iteration cycles. Biteable , using AskNicely to track customer sentiment and inject feedback right into their product plans, shares their story to illustrate just how important feedback is in fashioning a customer-centric roadmap.

Use This Framework to Unblock Your Product Roadmap

Gainsight

As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), The post Use This Framework to Unblock Your Product Roadmap appeared first on Customer Success Software | Gainsight. We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. One of the key aspects of fixing user friction is understanding how to prioritize that work along with things like new feature development.

4 Types of Product Analytics You Need to Build a Better Roadmap

Gainsight

Ask, “What’s next on our product roadmap?” Because your customers are the most important source of information when it comes to prioritizing your product roadmap. With the right data, you’ll be able to confidently build a product roadmap that’s backed by your insights. Make sure you have the following data at your disposal before your next roadmap strategy session. They can supply both anecdotal and data-backed insights to help you craft a smarter product roadmap.

Introduction to The Implementation Roadmap and Service Culture Indicator

Up Your Service

The Service Culture Implementation Roadmap is a proven methodology to quickly upgrade service performance and build a service culture that grows stronger over time. In our experience working with organizations in every major industry and around the world, you can achieve substantial improvements and results within 12 months, if you apply the right planning and implementation roadmap.

Got These On Your 2016-2019 Service Roadmap?

Martin Hill-Wilson

Some remains on the roadmap. The post Got These On Your 2016-2019 Service Roadmap? Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. The first is Interaction Analytics which provides credible evidence of what goes on day in day out.

Roadmap to Achieve AI Benefits for Customer Experience

Avaya

The post Roadmap to Achieve AI Benefits for Customer Experience appeared first on Avaya Connected Blog. This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services.

What’s on the AI Horizon: Roadmap to AI in the Contact Center

NICE inContact

How will Artificial Intelligence (AI) affect your contact center? Whether you’re looking to impact operational costs, keep up with the competition, improve efficiencies, reduce the volume of agent interaction or improve the overall customer experience, AI is going to make a measurable impact.

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Customer Bliss

Episode Overview. Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. About Libby.

Customer Engagement Roadmap: How Will We Know When We Get There?

MaritzCX

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities

2012 200

Customer Engagement Roadmap: How Will We Know When We Get There?

MaritzCX

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities

2012 200

Customer Engagement Roadmap: How Will We Know When We Get There?

MaritzCX

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities

2012 200

A roadmap for closing the diversity & inclusion gap

Qualtrics

Roseboro stated we need a new roadmap for D&I — a roadmap that goes from passive exclusion to active inclusion, and which is tailored to satisfy employee demands and capabilities. The new roadmap – which is built around eight pillars – set out by Roseboro creates a superior employee experience, and uncovers insights helping businesses to act quickly and purposefully. The post A roadmap for closing the diversity & inclusion gap appeared first on Qualtrics.

Building a Strategic CX Roadmap, Part 2: The Right Stuff

MaritzCX

While there’s no silver bullet to CX roadmapping and action planning, assessing your needs and prioritizing your opportunities is not an impossible task. In Part 1 of this multi-part blog post, I reviewed what CX professionals face when evaluating CX assessments in the marketplace. At least, it’s not impossible when you have good data, a. View Article. General

Building a Strategic CX Roadmap, Part 2: The Right Stuff

MaritzCX

While there’s no silver bullet to CX roadmapping and action planning, assessing your needs and prioritizing your opportunities is not an impossible task. In Part 1 of this multi-part blog post, I reviewed what CX professionals embarking on CX improvement efforts face when evaluating CX assessments in the marketplace. At least, it’s not impossible when. View Article

Building a Strategic CX Roadmap, Part 1: The Bad News

MaritzCX

I taught a workshop on strategic roadmapping using our free CX Assessment to a group of eager CX professionals. I’m still on a high from the 2017 CXFusion Conference in Las Vegas. In the time since, I’ve continued to reflect on how to do this effectively, and I have some additional thoughts to share. Anyone. View Article. General

Building a Strategic CX Roadmap, Part 1: The Bad News

MaritzCX

I taught a workshop on strategic roadmapping using our free CX Assessment to a group of eager CX professionals. I’m still on a high from the 2017 CXFusion Conference in Las Vegas. In the time since, I’ve continued to reflect on how to do this effectively, and I have some additional thoughts to share. Anyone. View Article