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.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

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. That’s the risk you take if you don’t invest.

2020 250

2020 Net Promoter Score ROI Metrics 250

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.

ROI 88

ROI Return on Investment Customer Experience Professionals Measurement 88

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.

Net Promoter Score 192

Net Promoter Score ROI Customer Experience Professionals Return on Investment 192

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.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

CX Journey

JULY 5, 2016

As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

Customer Experience 47

Customer Experience ROI Return on Investment Customer Experience Professionals 47

Confirmit

JUNE 7, 2017

The ability to prove Return on Investment from a VoC program is still something that only a handful of companies achieve, and many (if not all) are struggling to deliver. There are very few CX Practitioners out there who are lucky enough to have a CEO who states (as one did to me) “ROI? While in some cases (only some!)

Return on Investment 40

Return on Investment ROI Financial 2017 40