2022 Measurement Reference ROI 
InMoment XI
JULY 4, 2022
2022 is being branded as “ The Year of the Squeeze. And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. 4 Keys to an ROI-Focused CX Program. C-Suite Buy-In Design with the End in Mind Holistic View Don’t Stop. #1:
West Monroe
OCTOBER 19, 2023
Short-term thinking in order to balance cost, timeline, and ROI today may also exclude future options and inadvertently paint the organization into a corner later. Demonstrating ROI also requires being able to bridge the gap between the art of the possible and the realities of today. This was up from 10% in the 2022 survey.
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ClearAction
DECEMBER 26, 2022
The CX Index measures customer experience among brands in 13 industries. Effectiveness in meeting customer needs refers to your products, convenience, responsiveness, legal policies, proactiveness, and customers’ costs (money, time, stress, etc.). CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker.
CX University
MARCH 18, 2024
See below on how this is used to measure success of hyper-personalization.) How to Measure the Success of Hyper-Personalization Companies measure the success of their hyper-personalization efforts through various metrics that demonstrate the value and impact of personalized experiences on customer engagement, retention, and revenue growth.
TechSee
MARCH 7, 2022
Measuring Self-Service KPIs. Self-service KPIs have to be measured across multiple channels to calculate costs, effectiveness, and customer service success. AI-powered customer service solutions are cost-saving and drive higher ROI as customers have come to expect and rely on accessible 24/7 digital support. Employee Experience.
West Monroe
JANUARY 23, 2022
This report focuses on five major themes underpinning this ecosystem—DERs, alternative transportation fuels, broadband, analytics, and cybersecurity—and outlines key actions that utilities are taking or considering can take to ensure they stay ahead of the curve in 2022 and beyond. Chapter 1: Distributed energy resources.
Stella Connect
MARCH 2, 2022
In the report Customer Service Trends for 2022: Preparing for the Future of Customer Service , consumers made it clear that they’re less patient and more vocal than ever. Use the following four steps to implement a service recovery program with measurable business impact: #1. Measure the impact over time.
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