CX University

APRIL 2, 2024

Pink (2009) states that when employees have a purpose in their work, are provided with opportunities to develop mastery in what they do, and have autonomy, they will be engaged. Yet, how often do we face skepticism regarding the return on investment (ROI) of CX initiatives? A Challenge to CX Strategies?

2009 52

2009 White Paper 2024 Financial 52

Strativity

MAY 30, 2018

The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Annualized, this is the most movement of such magnitude since 2009. Despite this volatility, there appears to be a simple way to consistently outperform the S&P 500 Index—invest in a portfolio of firms that are leaders in customer experience.

2009 58

2009 Customer Experience Marketing 2018 58

Natalie Petouhof

MARCH 6, 2017

I’ve written return on investment models for the value of human capital. She joined Google in 1999 as the company’s first marketing manager and led the initial development of several key consumer products including Google Images and Google Books. s outstanding directorial achievement in feature film award.

Culture 40

Culture Competitive Advantage 2015 2012 40

ClearAction

OCTOBER 1, 2018

Artificial intelligence, digitalization, emerging technologies, the sharing economy, and other trends won’t solve what’s shown in these studies: “Only 20% of companies scored 9-10 for seeing a Return on Investment, with a significant 14% of companies scoring 0-2.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Comm100

NOVEMBER 13, 2022

One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered. . The efficiencies of live chat also mean a high return on investment (ROI) for the technology. For us, the chatbot wasn’t launched to reduce agent headcount.

Customer Service 72

Customer Service Omnichannel Social Media 2021 72

ReviewTrackers

AUGUST 12, 2020

Data from Hubspot shows that consumers talk about brands 90 times a week and 90 percent of customers will also trust brand recommendations from friends. This prompted other consumers to visit grocery stores in an attempt to find their name among the hundreds of Coke products that lined the shelves.

Marketing 123

Marketing Apparel Social Media 2007 123

ReviewTrackers

SEPTEMBER 12, 2018

Data from Hubspot shows that consumers talk about brands 90 times a week and 90 percent of customers will also trust brand recommendations from friends. This prompted other consumers to visit grocery stores in an attempt to find their name among the hundreds of Coke products that lined the shelves.

Marketing 73

Marketing Apparel Social Media 2007 73