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How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. Let’s get some leadership attention for what we really need. But it can’t be a priority without funding, resources, and defined outcomes.

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Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead

eglobalis

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics.

2020 339
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Embracing red metrics: putting the focus on actionable analytics

Thematic

No one wants to present a negative report. It’s much easier to focus on positive metrics, and present data that, at least on the surface, makes it look like ‘we’ are performing well. Don’t present your NPS as green because you’ve moved it a little bit, when actually it’s really red.

Metrics 62
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Conversational Analytics: Powerful Data Behind Business Transformation

InMoment XI

Employee Training and Coaching Organizations can identify areas for improvement in collaboration, leadership, and professional development. Scalability Scalability and efficiency present another set of challenges. Impact Analysis : Identify key factors and opportunities that have the most significant influence on your metrics.

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Your Guide to Mastering Brand Reputation Management

InMoment XI

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Data Visualization and Reporting These tools often provide intuitive dashboards and reports that present key performance indicators, sentiment trends, and other crucial metrics.

Brands 378
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How Customer Success Can Use Metrics to Better Engage Investors and Boards

ChurnZero

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98
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Carine Clark CS100 Summit Presentation – Top Customer Success Leadership Characteristics

ClientSuccess

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics. Learn more and register today.