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

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

Lithium

NOVEMBER 1, 2022

An Interview for Change: How AI and Automation Drive ROI Khoros has been a social care leader for years, but a tool is only as valuable as the one who wields it. Get to the bottom of the best ways to use and prove the ROI of Khoros Care with Khoros product marketing expert Josh Snider. Are you there ROI? Are you There ROI?

2022 52

2022 Roadmap ROI Social Media 52

Gainsight

APRIL 9, 2024

Our mission is to create a thriving culture of community within the technology space. Deployment Engagement Adoption ROI Community engagement is a key part of the “E” portion of this framework. The feedback received within the community can help the Product team improve the roadmap to better align with customer needs.

Connections 52

Connections Chief Customer Officer E-support Events 52

TechSee

DECEMBER 16, 2020

Today, Salesforce has fully integrated TechSee’s technology on the Salesforce platform as an integral part of their offering. Looking for best-in-class technology and data partnerships to expand the customer experience, the company partnered with TechSee and Salesforce. How Visual Remote Assistant works.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. 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). Building your own CX ROI model.

ROI 40

ROI Measurement Customer Experience Metrics 40

CSM Magazine

MARCH 16, 2023

This consultative solution engages all levels of a contact center to uncover process breakdowns and areas ripe for technological transformation. Additionally, the costs of the Impact Analysis work are rebated to clients that choose to move forward with the study’s recommendations, helping to drive immediate ROI. over five years.

Contact Center 52

Contact Center Financial Consulting Roadmap 52

Thematic

MARCH 27, 2023

What “advanced” looks like keeps changing as technology creates new opportunities and pushes boundaries, creating a moving target. In the case of VoC, technology has become a key enabler to drive programme maturity and overall CX success. In our case it should be more of a maturity journey.

Customer Centricity 71

Customer Centricity Feedback Social Media Roadmap 71

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. And as digital communications channels continue to supplant traditional ones, even the most basic of interactions will soon depend at least partially on digital technologies.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

Magellan Solutions

FEBRUARY 26, 2024

Agent Assist Feature AI technologies transform call center operations by empowering agents to become more effective problem solvers and deliver faster, more efficient, and personalized service. Magellan Solutions specializes in tailored roadmapping and integration guidance for AI transformations.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. One without the other can lead to even the most cutting-edge tools failing to work together, or worse, the deployment of the wrong CX tools and technologies all together.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Think Customers

MAY 13, 2020

The move to an at-home environment has given organizations a prime opportunity to invest in technology and digital transformation that make their agents’ job easier. Leaders who can orchestrate digital tools into roadmaps and strategies can take the lead. Enable strategies with ROI potential. 2: Embrace change and charge.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. Air Miles Middle East has been upgrading its technology and adding partners.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps.

2019 97

2019 ROI Metrics Hospitality 97

CSM Magazine

NOVEMBER 18, 2022

For organization leaders, buy-in involves a commitment to supporting the program and sustaining it until it is developed, recognizing that these programs build over time, and that you must commit to act in order to turn VoC insights into ROI. Coordinate technology partnerships. Turn your VoC into action.

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

Centercode

JANUARY 22, 2021

But anyone who uses any piece of technology, from software to smart appliances to the connected features in your car, knows that a product doesn’t have to be perfect to be good, even great. At every step of the way, they’re consulting customers and refining their roadmap, adding or improving features, and cleaning up design.

Roadmap 59

Roadmap User Experience Return on Investment ROI 59

Gainsight

NOVEMBER 10, 2021

Now, as technology booms and the SaaS market has become more and more competitive, companies rely heavily on retention and need to deliver value through the product experience. At the same time, product-led growth enhances the product experience for existing users—opening the door to higher net dollar retention (NDR) and more ROI.

Blog 52

Blog Roadmap ROI Download 52

Centercode

DECEMBER 22, 2020

The ROI of Testing Pre-Release Products with Centercode. This combination ebook-and-worksheet is a roadmap for keeping testers engaged, because targeted feedback is critical to product success. Increasing Efficiency. Our customers were crushing it this year, and we couldn’t be more proud of the role we played in their success.

2020 75

2020 2021 Webinar ROI 75

Lithium

DECEMBER 6, 2022

Community ROI: Embracing Humanity’s Desire to Help why would any customer spend their valuable time and resources answering strangers' questions on an online forum?For Communities. For some community managers, this question isn’t of massive importance. Available On-demand.

2022 52

2022 Social Media 2023 Roadmap 52

West Monroe

JULY 24, 2023

Companies that don’t allow workers to leverage technology are going to fall behind because AI is only growing. However, that would be the case if AI greatly advances technologically. But even if you have a roadmap, it doesn't help if everyone's starting from a different place, right? Dana Twomey Director, West Monroe

B2C 98

B2C Innovation Healthcare Roadmap 98

Playvox

AUGUST 8, 2022

These four themes provide a solid roadmap for successful retention: 1. Technology. Outdated or inferior technology can have the unwanted effect of exacerbating stress or feelings of burnout on teams, since it generally means things take longer than they need to.

Contact Center 78

Contact Center 2022 2021 Leadership 78

8x8

DECEMBER 3, 2018

Even if you know customer service is important, not everyone has a clear roadmap for improvement. Once you’ve discovered where you are, you can start using technology to help you identify customer pain points—and start solving them. Step 2: Use Technology to Find Ways to Improve. How to Improve Your Customer Experience.

Customer Service 54

Customer Service Contact Center Net Promoter Score 2019 54

ChurnZero

FEBRUARY 26, 2021

To bridge that gap and drive goodwill across the organization, Sana recommends incentivizing CSMs for not only driving ROI for their book of business but also for other internal functions. That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda.

Customer Success 59

Customer Success Management Roadmap Feedback 59

ChurnZero

FEBRUARY 29, 2024

If we could wave a magic wand, for example, and didn’t have any blockers across budget, or technology, what would our culture and aligned customer experience look like? Look how the advances in technology we’ve seen in the last year have forced everyone to mold their businesses in ways they didn’t think possible before.

Insights 52

Insights Customer Success Webinar Culture 52

ClientSuccess

JULY 23, 2019

Company : SmashFly Technologies. We then present a proposed roadmap of tactics that will help drive the overall strategy forward. We focus on demonstrating adoption and ROI. The post CSM from the Trenches: Mentors – Natalie Williams; Director, Customer Success; SmashFly Technologies appeared first on ClientSuccess.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Innovative CX

JUNE 22, 2021

Instead, organizations reduced customer service staffing, tabled technology investments, and battened down the hatches in the hopes of surviving the downturn. All the journey mapping, webinars, ROI discussions, surveys and strategies won’t instantaneously create a better experience for your customers. I’m beginning to think I know why.

Customer Experience 69

Customer Experience Webinar Roadmap Customer Expectations 69

Customer Bliss

NOVEMBER 15, 2018

For Samantha and her team, the question they had to ask was, how do you maintain relationships with your customers, with 20th-century technology and thinking? 2 – Connect ROI to Growth. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do. Why partner with the CIO?

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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. Deliver high value outcomes that create hard ROI and real impact on your customers’ business.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Oracle

SEPTEMBER 19, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Your Roadmap of the Future for Sales and Service. Here are 5 of the upcoming, must-see sales-focused sessions.

2018 49

2018 Sales Roadmap Loyalty 49

Solvvy

AUGUST 21, 2020

Technology in next-gen chatbots is far better than traditional bots. Technological developments have made next-gen chatbots more effective. With Solvvy’s technology, customers can ask countless variations of questions and still get the correct response. Next-gen chatbots provide 24/7 customer support.

Multi-Channel 62

Multi-Channel 2010 B2C Roadmap 62

Solvvy

JULY 13, 2022

With the right technology and tools, the answer is yes. Even though technology can help you overcome many customer support challenges, your strategy doesn’t have to be tech-first and customers second. Also, 62% of survey respondents say experience with one industry influences their expectations in others. Automation Cons.

Customer Service 90

Customer Service Multi-Channel Customers Interaction 90

Natalie Petouhof

OCTOBER 12, 2016

With SaaS solutions, the SI’s role is changing to focus on strategy, tactics and choosing technology. In addition to customer journey mapping and choosing omnichannel technology, they focus on DPM to ensure websites load quickly and shopping carts don’t get hung up or abandoned, while mitigating lost revenue. .

Customer Experience 45

Customer Experience Customer Journey Mapping Consulting Roadmap 45

Confirmit

MAY 29, 2019

As technology advances, the line between the physical and digital consumer experience is blurring across all industries. Making the most of beacon and location technologies to facilitate in-the-moment feedback. He is highly experienced in translating technology features into real-world benefits. Usage and/or transactions.

Consumers 40

Consumers Insights Webinar Hospitality 40

SurveySparrow

FEBRUARY 22, 2023

This amazing tool allows you to collect feedback from multiple channels to automatically organize the generated insights into a list for future roadmap development. New Tech: As technology continues to evolve, new feedback tools are constantly being developed with more advanced features and capabilities.

2023 52

2023 Feedback ROI Customer Satisfaction 52

West Monroe

DECEMBER 12, 2021

One common theme we heard was that technology providers are progressing to the next level of maturity in their service models. This new maturity will increase the discipline and rigor of these organizations in demonstrating their ROI on customer engagement and expansion.

2022 40

2022 Technology Fashion Engagement 40

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 68

Roadmap Return on Investment Advertising ROI 68

West Monroe

JUNE 1, 2023

Investing in the right platforms to track product use and adoption can yield insights that inform decision-making and roadmap tradeoffs and drive day-to-day operational efficiencies. Increase data fluency Data is essential to a CPO’s success.

Return on Investment 52

Return on Investment Culture Metrics Financial 52