Alida

OCTOBER 23, 2017

Calculating the ROI of ongoing customer engagement is easier than you think. The key is to follow practical frameworks that tie the insight you get from customer relationships to measurable business results. At the Customer Intelligence Summit , three customer-led companies shared how they are making ROI measurement a reality.

ROI 153

ROI Customer Relationships Insurance Advertising 153

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not necessarily.

ROI 103

ROI Customer Experience NPS Financial 103

Lumoa

JULY 10, 2018

Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard. When you have listed the hypotheses, test.

ROI 121

ROI Customer Experience Financial NPS 121

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. Governance is focused on enhanced data, process innovation and new customer metrics. No common tools or process. Level of maturity.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

ClearAction

OCTOBER 25, 2018

“Customer behavior, emotions, actions, input and feedback are used to define marketing mixes without regard for traditional organizational ‘sacred cows’. The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.” Marketing’s Role in Employee & Customer Experience Journeys.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

CX Journey

JULY 7, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. The immediate next step for this type of map is to do some customer research.

Touchpoint 68

Touchpoint Call Recording 2015 Roadmap 68