Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. broadcast still rocks!

2016 267

2016 Innovation Marketing Insights 267

Thematic

FEBRUARY 27, 2024

While making someone's day through customer support is amazing, you need to connect these positive experiences back to the bottom line to secure the budget you deserve. Measuring the ROI of Customer Experience Improvements Beyond Gut Feeling: Sure, you might sense customers are happier after an upgrade.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

Lithium

JULY 31, 2023

Prove ROI and empower data-driven decisions In using elevated insights such as new analytics dashboards, widgets, and APIs, community teams can take more informed actions and get on-demand insight into what is and isn’t resonating with customers.

Presentation 52

Presentation ROI Insights User Experience 52

West Monroe

OCTOBER 19, 2023

And present cost-containment imperatives run the risk of derailing critical projects—particularly those in early stages that haven’t yet produced a return on investment. Demonstrating ROI also requires being able to bridge the gap between the art of the possible and the realities of today. Data is key.

ROI 52

ROI Technology Return on Investment 2030 52

Solvvy

AUGUST 22, 2022

Regardless of the channels they use to connect, customers expect service agents to have access to information from prior calls, and details about their purchase histories so agents can specifically tailor interactions to them. To see the most ROI from the solution, you need to monitor its performance. . It’s a tall order.

Customer Service 89

Customer Service Innovation E-support Net Promoter Score 89

inmoment

JULY 13, 2020

Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts. That way, it becomes easier for practitioners to link the two when presenting to the higher-ups.

ROI 52

ROI Net Promoter Score Customer Experience Metrics 52

Customer Bliss

NOVEMBER 1, 2018

Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. To her, being present is a deep immersion of understanding the experience.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Experience Investigators by 360Connext

AUGUST 22, 2023

Present your data in ways that speak to specific departments, and continually follow up to show them how they are driving noticeable improvements in the experience. An executive invested in the customer experience will inspire innovation and motivate their team. your CX foundations.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That’s how you drive ROI and sustainable growth.

ROI 48

ROI B2B Metrics Culture 48

InMoment XI

OCTOBER 24, 2023

InMoment champions the cause of empathetic listening, and with speech analytics, every conversation becomes a bridge to deeper understanding and connection. They provide clear directives, guiding businesses on where to act, how to improve, and when to innovate. What Are Predictive Analytics? The future, they say, is a mystery.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

BirdEye

FEBRUARY 27, 2024

All market trends indicate that now is the right time to invest in innovative and proven car dealer advertising strategies to accelerate growth. Define an advertising budget Advertising campaigns can be expensive, so starting with a predefined budget helps you optimize spending and ROI goals. Click “Growth” on the navigation menu.

Advertising 62

Advertising 2024 Automotive Social Media 62

Totango

APRIL 25, 2019

the event impressively delivered on the high bar of excellence with a world-class venue, high quality presentations, meaningful conversations and fun, social interactions. Edgar Papke followed with an interactive session that shared a framework for true alignment and building brand intention, customer-centric culture and innovation by design.

NPS 54

NPS Connections Events Customer Centricity 54

C3Centricity

JUNE 8, 2020

During my presentation, I shared many ideas; here are a few of the points I covered: #1. From ROI / ROR to ROE. But in today’s connected world it also needs to consider people who are currently strangers – but could potentially become guests. These are just six of the many ideas I shared during my presentation.

Hospitality 107

Hospitality Customer Centricity Hotels Return on Investment 107

Customer Bliss

NOVEMBER 19, 2015

Connect to ROI – “Did We Earn the Right to Customer Growth?”. You present the visual depiction of customer growth or loss. Have leaders pick one-company experience opportunities to improve or innovate. Four ways you engage leaders and the organization in the Customer Room: 1.

Engagement 205

Engagement ROI Leadership Customers 205

Beyond Philosophy

AUGUST 9, 2016

Innovative, social techniques are core to employee VOC programs. Though at present they are far less prevalent, employees MROC’s represent tremendous, cost-effective learning and insight potential. Online Community ROI, Redefined (In Pictures). Very often, this is a partnership between Marketing and HR.

Connections 60

Connections Insights Social Media Banking 60

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Bring customer experience to the center : Gain senior management buy-in, prove ROI, and move from reactive support to proactive success.

2020 52

2020 Customer Service Hotels Contact Center 52

Thematic

FEBRUARY 11, 2024

This year Medallia announced a self-service agile market research suite and 4 innovations in Generative AI. Last year, we wrote about how Atlassian built infinite customer feedback loop using AI which is based on similar ideas: personalized connection with users through granular feedback analytics.

NPS 62

NPS Hotels Events Demo 62

Customer Bliss

MAY 23, 2018

With advice that she says she followed from my book, “ I Love You More Than My Dog: 5 Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, ” Carolyne says that she truly believes in the importance of connecting your personal self with business self. to determine their employee ROI. Carolyne partnered with the HR dept.

Sports 197

Sports Customer Experience E Commerce Travel 197

Alida

OCTOBER 18, 2017

But to get the maximum ROI from insight, it needs to inspire action and drive customer-led decision-making across the organization. Tori Weitzel, director of market research and customer experience at Connections Academy, was the session’s special guest. Insight-driven businesses are set to steal $1.2 Prioritize customer relationships.

Insights 113

Insights Customer Relationships ROI 2020 113

Alida

JUNE 30, 2017

While the new paradigm of CASE (Connected, Autonomous, Shared, Electric) vehicles is expected to generate new economic opportunities, the picture for the legacy manufacturer/franchise dealer sales model is alarming. Scott Miller, CEO of Vision Critical, presented one path to solving these issues: brand authenticity.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? For my part, I often operated with the mindset that valuing the emotional connection that the Customer Experience evokes is an opinion everyone shared.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

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

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. At Enterprise Connect, Genesys will show why omnichannel will be the standard in customer experience excellence and how companies can move toward an Omnichannel Engagement Center solution.”.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. Human connections are important. This year’s Summit took place in Washington, D.C.

2018 145

2018 Insights Innovation Feedback 145

eGain Blogs

MAY 18, 2022

Sam: There’s been a large investment right, so people have said we’ve got to get digital, we’ve got to connect people on a digital platform—that’s obviously the Internet—we’ve got to take away the reliance on points of presence like physical points of presence. So, it is basically presented in an omnichannel way.

Government 90

Government 2021 ROI Insurance 90

Circular Edge

MAY 26, 2023

Blueprint 4D 2023 Recap & Highlights This year’s Blueprint 4D was all about incredible learning experiences, valuable networking opportunities, unique customer appreciation events, and connecting with new & longtime JDE and Cloud friends.

2023 52

2023 Demo Innovation Entertainment 52

CSM Magazine

FEBRUARY 17, 2022

Interestingly, many companies who were forced to migrate from brick-and-mortar to remote models at the beginning of the Covid-19 pandemic are now having to revert entire networks back, as the work from home (WFH) model presented significant challenges. Trend 2: Empathy and “human” connections will make brands more competitive.

Customer Service 98

Customer Service 2016 2022 Brands 98

Currency Alliance

DECEMBER 4, 2023

The ability to target investment more precisely, with less wastage, and greater certainty of a positive customer experience, is steadily removing a lot of the uncertainty and risk around brands’ marketing ROI. Mobile wallets present an interesting opportunity to identify customers without friction.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

GetFeedback

JULY 19, 2019

The question is typically presented to the customer using a 1–5 scale, with 1 being very dissatisfied and 5 being very satisfied. . Including customer behavioral analytics like service call frequency, purchase data, and last payment helps us see how to connect the dots between what they tell us and how they actually behave.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Beyond Philosophy

NOVEMBER 19, 2020

For instance, when I presented to a German insurance company about how they should use emotions in their experience, the clients asked me for proof that it would work. Often, Pine would have clients acknowledge that their philosophy was innovative but then ask who else had tried it.

Customer Experience 133

Customer Experience ROI 2002 2005 133

Customer Bliss

NOVEMBER 15, 2018

2 – Connect ROI to Growth. Samantha presented her findings to the CEO and executive team through a visual deck, in a way she knew her audience would be receptive to. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Gainsight

MARCH 15, 2024

Own Your Community Platform According to Robin Van Lieshout, Chief Strategy Officer, Gainsight , “You want to connect all the data coming from your community efforts to your own systems—integrate it in your CS tool, in your CRM system, in your data warehouse—and that’s only possible if you really own the platform.”

Webinar 52

Webinar Sports Social Media ROI 52

Kustomer

NOVEMBER 15, 2021

As life has become anchored in and around the immediate environment of the home, the desire for human and personalized connection has increased. So how can a brand up the ante and provide personalized, connected experiences in a virtual space? A correctly installed CRM can yield an average ROI of 45% for every dollar spent.

E Commerce 59

E Commerce Brands E-support Customer Experience 59

West Monroe

DECEMBER 6, 2022

With a massive rise of non-traditional challengers to banks, those which are not considering distributed banking strategies—comprised of open banking, BaaS, and embedded finance—will quickly fall behind in creating opportunities to connect with a younger customer base that’s quickly becoming the majority consumer.

Banking 52

Banking 2023 Financial ROI 52

Talkdesk

JULY 31, 2017

We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. We have to continue to support the voice network, and that connection is super important. Absolutely.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

COPC

NOVEMBER 5, 2021

This significant shift to non-voice interactions presents an excellent opportunity to improve agent training and update chat-specific KPIs. When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance.

Contact Center 52

Contact Center Workshop White Paper 2021 52

C3Centricity

MAY 20, 2019

From ROI / ROR to ROE. Whilst the hospitality industry has been based on serving and satisfying its guests, in today’s connected world it also needs to consider people who are currently strangers – but who could potentially become clients. ” #2. Build relationships with strangers. ” #4. ” #5.

Hospitality 87

Hospitality Hotels Social Media Innovation 87