ijgolding
JUNE 9, 2015
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.
Beyond Philosophy
JANUARY 23, 2020
Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? They have neglected to focus on return on investment for the initiatives they have implemented. .
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Beyond Philosophy
JANUARY 17, 2020
One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line. Customer Experience requires an investment in time and resources. It should be no surprise that businesses expect to see a return on investment.
Think Customers
JULY 16, 2015
Measuring the return on investment of any campaign, tool, or strategy is crucial, but it can be a murky endeavor. Consider customer experience initiatives.
Experience Investigators by 360Connext
JANUARY 28, 2020
Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Image credit: Forrester.
Beyond Philosophy
MARCH 19, 2020
One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.
Beyond Philosophy
FEBRUARY 10, 2020
Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . However, business is also all about return on investment (ROI). When a company invests $1, they want to make at least $2 back for their trouble.
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