Creating a Customer Experience Roadmap

⏱️ How To Measure UX (https://lnkd.in/e5ueDtZY), a practical guide on how to use UX benchmarking, SUS, SUPR-Q, UMUX-LITE, CES, UEQ to eliminate bias and gather statistically reliable results — with useful templates and resources. By Roman Videnov. Measuring UX is mostly about showing cause and effect. Of course, management wants to do more of what has already worked — and it typically wants to see ROI > 5%. But the return is more than just increased revenue. It’s also reduced costs, expenses and mitigated risk. And UX is an incredibly affordable yet impactful way to achieve it. Good design decisions are intentional. They aren’t guesses or personal preferences. They are deliberate and measurable. Over the last years, I’ve been setting ups design KPIs in teams to inform and guide design decisions. Here are some examples: 1. Top tasks success > 80% (for critical tasks) 2. Time to complete top tasks < 60s (for critical tasks) 3. Time to first success < 90s (for onboarding) 4. Time to candidates < 120s (nav + filtering in eCommerce) 5. Time to top candidate < 120s (for feature comparison) 6. Time to hit the limit of free tier < 7d (for upgrades) 7. Presets/templates usage > 80% per user (to boost efficiency) 8. Filters used per session > 5 per user (quality of filtering) 9. Feature adoption rate > 80% (usage of a new feature per user) 10. Time to pricing quote < 2 weeks (for B2B systems) 11. Application processing time < 2 weeks (online banking) 12. Default settings correction < 10% (quality of defaults) 13. Search results quality > 80% (for top 100 most popular queries) 14. Service desk inquiries < 35/week (poor design → more inquiries) 15. Form input accuracy ≈ 100% (user input in forms) 16. Time to final price < 45s (for eCommerce) 17. Password recovery frequency < 5% per user (for auth) 18. Fake email frequency < 2% (for email newsletters) 19. First contact resolution < 85% (quality of service desk replies) 20. “Turn-around” score < 1 week (frustrated users → happy users) 21. Environmental impact < 0.3g/page request (sustainability) 22. Frustration score < 5% (AUS + SUS/SUPR-Q + Lighthouse) 23. System Usability Scale > 75 (overall usability) 24. Accessible Usability Scale (AUS) > 75 (accessibility) 25. Core Web Vitals ≈ 100% (performance) Each team works with 3–4 local design KPIs that reflects the impact of their work, and 3–4 global design KPIs mapped against touchpoints in a customer journey. Search team works with search quality score, onboarding team works with time to success, authentication team works with password recovery rate. What gets measured, gets better. And it gives you the data you need to monitor and visualize the impact of your design work. Once it becomes a second nature of your process, not only will you have an easier time for getting buy-in, but also build enough trust to boost UX in a company with low UX maturity. [more in the comments ↓] #ux #metrics

Influencing people and attracting customers with technology is all about leveraging digital tools, platforms, and strategies to build engagement, trust, and value. What can you learn from this bird? - **Personalization and Data Analytics:** - Create Personalized Experiences: Utilize data analytics and AI to tailor customer experiences, such as personalized product recommendations and custom content, fostering a sense of relevance and connection. - Gain Customer Insights: Analyze customer behavior to understand preferences and needs, enabling businesses to refine their offerings and messaging effectively. - **Social Media and Digital Presence:** - Boost Social Media Engagement: Platforms like Instagram and LinkedIn facilitate direct customer engagement through interactive content creation and community building around your brand. - Collaborate with Influencers: Partnering with influencers extends your reach by leveraging their follower base and credibility. - **Automation and AI-Driven Marketing:** - Implement Chatbots and AI Support: AI-driven chatbots enhance customer support responsiveness and service quality, while automation tools streamline communication through email marketing and CRM systems. - Leverage Predictive Marketing: Use AI to anticipate customer needs, ensuring satisfaction and loyalty. - **Interactive Technology:** - Offer AR/VR Experiences: Immersive AR/VR experiences enable customers to virtually try products, enhancing the buying process and engagement. - Develop Interactive Websites and Apps: Intuitive platforms boost customer satisfaction, driving longer interaction times and increased conversion rates. - **Trust through Transparency and Security:** - Ensure Blockchain and Secure Transactions: Utilize blockchain and encrypted payment systems to foster trust and ensure secure transactions. - Showcase Reviews and Testimonials: Use technology to display user reviews, ratings, and case studies, building trust through social proof. - **Innovative Product Features:** - Integrate AI and IoT: Products incorporating AI or IoT attract customers seeking cutting-edge solutions. - Offer Mobile Apps and Tools: Complement your product with apps or digital tools like fitness trackers and others. #ai #technology #marketing via @ferarrigophoto

Every company says they listen to customers. But most just hear them. There's a difference. After spending years building feedback loops, here's what I've learned: Feedback isn't about collecting data. It's about creating change. Most companies fail at feedback because: - They send random surveys - They collect scattered feedback - They store insights in silos - They never close the loop The result? Frustrated customers. Missed opportunities. Lost revenue. Here's how to build real feedback loops: 1. Gather feedback intelligently - NPS isn't enough - CSAT tells half the story - One channel never works Instead: - Run targeted post-interaction surveys - Conduct deep-dive customer interviews - Analyze product usage patterns - Monitor support conversations - Build customer advisory boards - Track social mentions 2. Create a single source of truth - Consolidate feedback from everywhere - Tag and categorize insights - Track trends over time - Make it accessible to everyone 3. Turn feedback into action - Prioritize based on impact - Align with business goals - Create clear ownership - Set implementation timelines But here's the most important part: Close the loop. When customers give feedback: - Acknowledge it immediately - Update them on progress - Show them implemented changes - Demonstrate their impact The biggest mistakes I see: Feedback Overload: - Collecting too much data - No clear action plan - Analysis paralysis Biased Collection: - Listening to the loudest voices - Ignoring silent majority - Over-indexing on complaints Slow Response: - Taking months to act - No progress updates - Lost customer trust Remember: Good feedback loops aren't about tools. They're about trust. Every piece of feedback is a customer saying: "I care enough to help you improve." Don't waste that trust. The best companies don't just collect feedback. They turn it into visible change. They show customers their voice matters. They build trust through action. Start small: 1. Pick one feedback channel 2. Create a clear process 3. Act quickly on insights 4. Show results 5. Scale what works Your customers are talking. Are you really listening? More importantly, are you acting? What's your approach to customer feedback? How do you close the loop? ------------------ ▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits. We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional. Join 1999+ community members! 💥 [link in the comments section]

Our designer Rishikesh spends an hour every day watching users get stuck. Every morning at 10 AM, he watches session recordings on 4x speed, looking for the moment users pause too long, click the same button twice, or try the same action again. Here’s a tiny example from last week. Users wanted to download their finished deck. But instead of clicking the download button, many of them were typing "download" into the agent. That is a product failure. The user should not have to ask the agent to do something the interface already supports. So Rishi made a small change: when users typed keywords like "download," we automatically surfaced the download button right where they needed it. The result: agent and support requests about downloading dropped to zero. Last month, we caught 14 patterns like this. Most were invisible in our analytics dashboard. This is why we watch users get stuck. Not because we enjoy watching people struggle. Because this is where the roadmap often hides. A support ticket tells you what a user could articulate. A behavior trace tells you what they actually experienced. The best product insights are often not in what customers say they want. They are in what customers keep trying to do despite your product fighting them. Founders/product teams: what is one thing your users keep trying to do that your product keeps fighting them on?

Enterprise B2B homepages like: "Get 3X ROI with purpose-built AI-powered..." Blah. Blahhh. Blahhhh. 🙈 Lots of words. But very little gets said. And the funny part is its often by accident. Why? Content calendars end up getting built the same way. Stop and think about the common pattern here. The point of origin from where requests come in. So many stakeholders all angling for content real estate. So they end up becoming "task factories" with dozens of competing priorities. There in lies the all too common problem. Not starting with VOC. AKA... Voice of the Customer data. How exactly does VOC solve this? Stephanie Soderborg has a take for you (Co-founder and COO of @Naro) 👇 1. Effective prioritization: Let data drive the roadmap VoC data helps you prioritize with confidence. By analyzing themes across all your sales and customer facing calls, support tickets, or customer interviews, you can: Identify which pain points, objections, and questions come up most frequently Understand where deals are getting stuck, and what content could help see which gaps are hurting conversion or customer success. This means the content you produce is tied to the topics that touch the most deals, not just the loudest voices. 2. Better language: Say what your customers are actually saying Even the most well-written content can fall flat if it’s not in the customer’s voice. Without VoC: You launch a new product and run through your usual checklist of content (landing page, explainer, blog post, etc.), hoping it resonates. With VoC: You shape your messaging around the exact pains, phrases, and needs your customers have already expressed. 3. Real-time relevance: Be proactive, not reactive If your content strategy depends on waiting for feedback from sales, you’re always behind. Sound familiar? You're chasing down a rep for a great customer success story You're trying to validate a new feature with anecdotal input You're asking what objections are coming up on calls VoC data gives you this in real time. 4. More complete insights: Fill in the gaps other tools miss Tools like Google Analytics, SEMrush, or CRM dashboards show you what’s happening – page visits, clicks, win/loss rates. But they rarely show you why it’s happening. VoC fills in the blanks. This data fills in the nuance behind objections (“Is it price, or is it value?”), details around feature requests (“is this actually a nice-to-have or a game changer?”), and the stories and sentiments that numbers alone can’t capture. -- P.S. What would you add PMMs?

Neglecting AI advancements could prove detrimental: Is your organisation prepared to risk obsolescence? 🤖 Here’s a step-by-step guide to help you navigate this journey with confidence. Identify Key Areas for AI Integration → Start by assessing your current processes. → Look for repetitive tasks that can benefit from automation. → Pinpoint areas where data-driven decisions could enhance outcomes. Set Clear Objectives → Define what you aim to achieve with AI. → Are you looking to improve efficiency, reduce costs, or enhance customer experience? Gather Data → AI thrives on data, so ensure you have quality data to work with. → Map out where your data comes from and how it’s stored. 📊 Choose the Right AI Tools → Not all AI tools are created equal. → Research and select the ones that fit your specific needs and objectives. → Consider consulting with experts if needed. Pilot and Test → Before full-scale implementation, run a pilot. → This allows you to test AI tools in a controlled environment. → Gather feedback and make necessary adjustments. Train Your Team → AI is only as effective as the people using it. → Conduct training sessions to ensure your team is comfortable with the new tools. 🏋️♂️ Monitor and Optimise → Once AI is integrated, continuous monitoring is key. → Collect data on its performance and make iterative improvements. Scale Up → After successful testing and optimisation, scale up AI integration across other processes. 🚀 Remember, AI is a tool to enhance human capability, not replace it. With careful planning and execution, it can transform your business processes for the better. What’s your next step in your AI journey? 🌟

They spent £40,000 on an AI chatbot… to help customers who don't own smartphones. Here's what caused that mistake (and how we fixed it): I recently spoke to a B2C care involvement company that built an AI chatbot to improve their customer service. It’s live. It works. It even has a beautiful onboarding animation. But there's one problem: Their customers are 75-year old retirees. Most don't use smartphones. None used apps. I see this all the time during my discovery workshops: • Leadership gets sold a tool. • Teams get excited about the shiny new thing. • They skip the fundamentals and go straight to solution mode. But they skip the most important step: Understanding the lived experience of their customers and employees. You can’t fix what you don’t understand. And you definitely can’t “transform” a business just by slapping a tool on top of a broken process. Here are 3 areas you must go deep in before investing in any change: 1) Analyse your customer & internal journeys. Most inefficiencies in business come from the invisible friction between roles, tools, and decisions. So, ask yourself: → How do customers move through your business? → How do your teams interact with tools, data, and each other? Every answer could be a potential AI use case. 2) Focus on what’s NOT working. Diagnose the pain instead of obsessing over the potential. Ask your team: → What's frustrating you daily? → What's slowing you down? → What still requires manual effort, every single time? 3) Solve the right problems. Not the flashy ones. Not the ones with the coolest acronyms. The right ones. Finding these take just 2 questions: → What improves quality of life for employees? → What creates visible delight for customers? Using these 3 tips, we decided to hit pause on the chatbot. I showed them a voice-based AI agent that talks and listens like a human. That solution actually fits the customer journey. And now, they’re rethinking the rest of their roadmap. So, before your business gets carried away by the next AI pitch or shiny dashboard: Slow down. Study the pain before you prescribe the fix. That's where the ROI lives.

Saudi Arabia is rapidly becoming one of the world’s most compelling CX benchmarks. Consumers in the Kingdom now expect faster resolutions, highly personalized engagement, and seamless omnichannel journeys, often at levels surpassing global averages. At the same time, Saudi Arabia has emerged as one of the fastest-growing digital experience markets. So, what can global organizations learn from this transformation? 1. Lead with ambition, not limitations. CX in Saudi Arabia starts with a Vision 2030 mindset: If customers deserve better, we build better. This simple shift reframes the entire operating model. Instead of asking, “What can we deliver with our current capabilities?” the question becomes, “What experience should our customers truly have?” That ambition accelerates innovation and establishes a culture where exceptional service is the norm. 2. Localize deeply. Relevance is a performance driver. Global playbooks don’t automatically translate to the Saudi context. Every touchpoint, from language, to culture, tone, service rituals, even design cues must reflect local expectations. That’s why solutions like HUMAIN, built natively in Arabic and shaped around regional behavior, are gaining momentum in experience-led organizations. 3. Balance digital scale with human-centered service. Saudi Arabia’s CX leaders blend AI, automation, and human-centered service to achieve both speed and meaning. Take Balady | بلدي+, the navigation and city services app in the Kingdom as an example. It combines advanced mapping with thoughtful, human-centered design to deliver accurate, hyper-local navigation, service requests, neighborhood insights, and real-world relevance. It’s a powerful example of how CX becomes transformative when technology is grounded in human behavior. 4. Co-create with the youth. With more than 60% of the population under 35, young Saudis are redefining what “great experience” means: simple, fast, intuitive, transparent, and mobile-first. Leading organizations don’t design for the youth, they design with them. When a generation this influential guides experience design, services evolve faster, get smarter, and stay relevant. Saudi Arabia’s CX transformation is more than a national success story. I see it as a blueprint. The world is beginning to take notice because the Kingdom shows what becomes possible when ambition, culture, and human-centered innovation move in the same direction. For global companies looking to elevate their own customer experiences, Saudi Arabia isn’t just an example to admire but also a place to learn from. And as this momentum continues, the Kingdom is well on its way to shaping the standards and we welcome the world to learn from us. #SaudiArabia #Leadership #Business #CX #Customer

Your bank is being compared to Apple. Your airline is being compared to Uber. Customers do not reset their expectations every time they enter a new industry. 🟢The ease they experienced in one app becomes the standard for every app. 🟢The speed they experienced with one delivery becomes impatience everywhere else. 🟢The personal attention they received from one hotel makes every automated reply feel colder. Customer expectations are categoryless. Meanwhile, entire executive teams are still benchmarking themselves against the three brands that appear beside them on a market-share report. That is how a company can outperform every direct competitor and still disappoint the customer. Your biggest competitor may not sell what you sell. It may simply have taught your customer what fast feels like. What easy, personal and being remembered feels like. And once a customer experiences something better, they carry that standard everywhere. Every great customer experience makes the next company look worse. 👉🏻 So stop asking only: “How are we doing compared with others in our industry?” 👉🏻 START asking: ❓ Who currently sets the standard for speed? ❓ Who makes complicated decisions feel simple? ❓ Who makes customers feel recognized? ❓ Which experience outside our category are customers bringing into ours? Your customer does not care which companies appeared in your competitive analysis. They remember the brand that made life easiest. Your category defines your competitors. Your customer’s best experience defines their expectations.

Maturity in CX is realizing that not every negative feedback needs a close-loop call. A client I’ve worked with for a long time asked me recently, “Can we set up ticket automation for people who give us a 7 or 8 on NPS? We’ve been calling 0–3 and not seeing improvement, so we thought we’d try the passives instead.” I paused and asked, Why skip 4–6? Why not fix what’s broken first? Their text analysis shows the same issues again and again: --Poor delivery experience --Issues with customer service --Product ordering flow I said, “Rather than calling based on score, why not close the loop based on the issue?” Pick one theme, say delivery, and speak only to customers who gave feedback about that. Then go deep. Understand the problem, take those insights to your supply chain team, and actually fix it. And after that, show impact, NPS lift, fewer complaints, and higher repeat orders. Then move to the next theme. You don’t need to call everyone. You need to prioritize like a project manager. Because fixing one root cause properly does more than 100 follow-up calls ever will. #CustomerExperience #VoC #NPS #Prioritization