Experience Investigators by 360Connext

JULY 7, 2020

If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste of time. . But journey maps done right aren’t static documents intended to be created and then ignored.

Customer Journey Mapping 208

Customer Journey Mapping Customer Journey Document Workshop 208

GetFeedback

JANUARY 12, 2020

Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: . CustomerThink CX research finds that more Winning CX programs–those claiming tangible ROI or competitive advantage–focus on creating a distinctive or “signature experience” such as the Southwest example I’ve shared.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Topdown

DECEMBER 21, 2017

Not that long ago, customer communications management (CCM) would be a part of most companies’ operations department since it was all about automating the printing and mailing of massive amounts of documents.

Communication 66

Communication ROI Management Document 66

TechSee

FEBRUARY 19, 2024

If an LLM-powered chatbot is only capable of duplicating the functionality of an FAQ page, it will be very difficult to prove measurable or substantial ROI. While this will clearly frustrate the customer who is now chatting directly with support, LLM-based chatbots will typically repeat anything in the user manual or documentation.

Virtual Agent 124

Virtual Agent Interaction Document ROI 124

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. The problem is, many B2B community managers are unsure about how to get started. Define your goals and make a plan. Look at the numbers.

ROI 61

ROI B2B Roadmap Download 61

Totango

NOVEMBER 10, 2020

Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal. Document and capture new initiatives as they arise.

Customer Relationships 119

Customer Relationships Customer Success Document 2021 119

CloudCherry

MARCH 28, 2019

Your journey map is the most critical document your CX team has available to you. Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? Connect CX to ROI – understand how CX improvements affect real business metrics.

Insights 231

Insights CEM NPS ROI 231

CloudCherry

OCTOBER 25, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? Can we make our legal documents easy to read? For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI.

CEM 170

CEM 2018 ROI Metrics 170

CloudCherry

DECEMBER 1, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? Can we make our legal documents easy to read? For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI.

CEM 150

CEM 2018 ROI Metrics 150

Inbenta

JUNE 17, 2021

Improve your ROI thanks to relevant knowledge management KPIs. Investing in a KMS takes time (training your team and implementing the system) and money (software costs, setup costs, and maintenance), so the more closely you track your goals the more you can improve your ROI: . Number of utilized documents.

Management 52

Management Document Return on Investment ROI 52

BlueOcean

JULY 16, 2019

One that can wow your customers while simultaneously delivering an unparalleled ROI? This can impact both the accuracy and execution of contracts and other documentation. Looking for an onshore contact center partner? Your answer may just lie to the friendly north. Your dollar will stretch further.

Contact Center 174

Contact Center Sports Culture Customer Care 174

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. Assess the total cost of ownership and calculate the potential return on investment (ROI) of each solution.

Contact Center 52

Contact Center Return on Investment ROI Demo 52

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. Assess the total cost of ownership and calculate the potential return on investment (ROI) of each solution.

Contact Center 52

Contact Center Return on Investment ROI Demo 52

Quadient

DECEMBER 16, 2021

It refers to this as a “time tax” that a customer pays while gathering documents, waiting on hold, checking status, or filling out forms. The phrase “human-centered design” is used seven times in the document, establishing a best practice of designing around user challenges. . requesting a document, . mentions: . filing taxes,

Government 52

Government Customer Experience Multi-Channel Document 52

Uniphore

JUNE 21, 2021

A faster ROI. Documentation is good but it doesn’t mean your users follow it Documentation, no matter how detailed, only works when integrated into the process and used effectively. When going through the design, make sure your documentation helps establish use-case accuracy and increases buy-in on the final solution.

Contact Center 59

Contact Center Document Webinar Call Center 59

Kustomer

APRIL 13, 2022

Creating an online forum for customers to ask questions and receive answers helps you publicly document fixes for common problems. FAQs pages enable a form of customer self-service , empowering prospects to find solutions that have already been documented. CRM software connects customer service with sales and marketing.

Customer Service 94

Customer Service Omnichannel Social Media Document 94

Oracle

MARCH 23, 2018

But now, CPQ solutions have evolved to become easy to use, easy to implement, and instrumental in achieving high levels of productivity and ROI. Today’s CPQ market consists of companies in various industries such as insurance, automotive, travel, and financial services, who use the tool to achieve high levels of ROI.

Document 97

Document Automotive ROI Insurance 97

CloudCherry

JANUARY 22, 2020

Unproven ROI. Altogether, your requirements should be clear and documented, and they should be communicated to every stakeholder involved in the process. Struggling with siloed data. Not Acting on Insights. Lack of priorities. Informal processes. Failure to translate insights into action. Not Monitoring Changes in Customer Perception.

White Paper 243

White Paper Social Media Feedback 2019 243

Customer Bliss

MAY 16, 2017

FIS had a situation where some of their software implementation required weeks and hundreds of pages of static documents. Eventually the customer experience side got it down to an online document library and less than a few days. ROI In FIS’ Business. Like any executive, Milista gets asked about ROI all the time.

Chief Customer Officer 0

Chief Customer Officer Financial Reference Document 0

Ecrion

JUNE 12, 2018

The Documents of Customer Communications Management. Send a document. Send a document. Yep, send a document. At the heart of CCM is managing these documents. There are three types of documents you will typically send to your customers. Structured Documents. Interactive Documents.

Communication 59

Communication Management Document Telecommunications 59

Ecrion

JUNE 12, 2018

The Documents of Customer Communications Management. Send a document. Send a document. Yep, send a document. At the heart of CCM is managing these documents. There are three types of documents you will typically send to your customers. Structured Documents. Interactive Documents.

Communication 59

Communication Management Document Telecommunications 59

TechSee

JANUARY 2, 2018

Using either of these options allows the insurer to securely capture the evidence of loss documentation required to validate claims. For insurance companies looking for an advantage in today’s highly competitive insurance market, implementing video-based visual claims will not only boost the customer experience, but the ROI as well.

Insurance 116

Insurance Telecommunications Contact Center Document 116

Ecrion

NOVEMBER 2, 2018

Most businesses require the aid of customer communications management , or CCM software, to handle large volumes of customer documents. By personalizing customer documents, your company receives a boost in customer satisfaction , which helps to dramatically increase your ROI. in their mailbox. in their mailbox.

Document 49

Document Omnichannel Communication 2019 49

Kerry Bodine

JUNE 3, 2021

I had my development team create a custom website that will help you quickly navigate through the course, understand the key takeaways of each module, watch the videos, and download all the related documents. This focus on business success makes calculating the ROI of this course a no-brainer. Enroll today !

ROI 71

ROI Document Download Customers 71

Oracle

DECEMBER 21, 2020

The Upshot Award for Best Demonstrated ROI (Marketing). The Upshot Award for Best Demonstrated ROI (Sales). The Upshot Award for Best Demonstrated ROI (Service). Include documentation of those details that highlight your accomplishment — planning docs, screenshots, dashboards, or whatever helps tell your story.

2020 76

2020 ROI 2021 2007 76

Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. Put these together and it is vital that VoC programs deliver real ROI if they are to continue to win investment and drive improvements.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Magellan Solutions

SEPTEMBER 23, 2021

Understanding what market research is and how best to use research methodologies to your advantage is vital in reaching your target customers and increasing ROI. Document analysis. . Today’s business decision-maker has an abundance of marketing research method options. . Phone Surveys. Omnibus Surveys. Mail Surveys. Intercept Surveys.

Marketing 52

Marketing Document ROI Consulting 52

NICE inContact

SEPTEMBER 20, 2019

But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky. Cloud has matured far beyond its early beginnings nearly 2 decades ago. That part of the journey can be easily forgotten in value propositions and marketing campaigns.

Contact Center 63

Contact Center Call Recording Document ROI 63

Ecrion

JUNE 12, 2018

The Documents of Customer Communications Management. Send a document. Send a document. Yep, send a document. At the heart of CCM is managing these documents. There are three types of documents you will typically send to your customers. Structured Documents. Interactive Documents.

Communication 40

Communication Management Document Telecommunications 40

TechSee

DECEMBER 2, 2020

Sharing a view of a physical document, agents can point to a particular line to clarify billing or contract issues, validate coupons, or view damaged goods prior to returns. Selecting the right solution that drives greater adoption among your agents, technicians, and customers will result in a higher ROI.

Net Promoter Score 109

Net Promoter Score Average Handle Time Contact Center Technology 109

BlueOcean

AUGUST 7, 2018

You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. If you do choose procurement software, just make sure you enable vendors to attach additional documents that can showcase any “out of the box” information.

Contact Center 189

Contact Center Culture Fashion Consulting 189

Eptica

AUGUST 2, 2017

First, the good news – CX does deliver ROI. Huang presented data from a recent Gartner study that suggests 58% of CX projects in 2016 saw a measurable ROI. On top of this while 27% of projects hadn’t delivered ROI in that year, they were expected to in the future. Addressing the last point. Addressing the last point.

Technology 48

Technology ROI 2017 Measurement 48

TechSee

FEBRUARY 19, 2019

Whether it’s a line item within a specific order, an email in a crowded inbox or key data in a legal document, Atomian can help. The company has developed cognitive software products for reading and extracting key data from documents, effectively optimizing many company processes.

2019 95

2019 Innovation Telecommunications Events 95

Customer Bliss

DECEMBER 20, 2016

The ROI is there. It’s a great document and I definitely encourage you to download it if you want to enter 2017 on the right foot. What advice would Amy give a younger version of herself in the role? Be deliberate about educating and training your people. It takes time and can feel frustrating, but it’s extremely worth it.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Centercode

APRIL 16, 2019

Start by documenting a variety of metrics, then prioritize them (or ask your leadership to help you prioritize them). By showing continuous improvement to the program, its measurable impact and return on investment (ROI) will be obvious. Download the Beta Test ROI Kit Now. I always recommend making a program metric roadmap.

Metrics 65

Metrics Net Promoter Score ROI Leadership 65

ClientSuccess

OCTOBER 19, 2021

As a voice for your customers in your organization, it falls to you to understand why this churn occurred, if there was anything you or the team could have done to prevent this churn from happening, and document how to catch these kinds of risks in the future.

Document 59

Document ROI Webinar Customer Relationships 59

Calabrio

FEBRUARY 18, 2022

Total Cost of Ownership and Return on Investment (TCO/ROI). In this way, you can evaluate and score solutions and vendors objectively against common criteria to help drive a structured and documentable selection process. The categories are: Usability. Manageability. Reliability. Capability. Adaptability . Vendor Validation .

Management 52

Management 2022 Contact Center Return on Investment 52