Lithium

JULY 31, 2023

Updated insights include new analytics APIs, health and engagement metrics, reports, and more. 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

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Contact Center Analytics Best Practices for Maximum ROI Strategic Focus over Isolated Improvements While it’s tempting to dive into the granular details and make quick fixes based on isolated data points, true transformation comes from a strategic focus.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

Strativity

MARCH 17, 2020

Over the last three years in CX Network’s Global State of CX Report, hundreds of CX practitioners have signaled that calculating return on investment (ROI) in customer experience is no easy task. Utilize these insights on ROI in customer experience to prove value and unlock budget.

ROI 52

ROI Customer Experience Return on Investment Presentation 52

Horizon CX

MARCH 1, 2021

Compelling Arguments for Justifying CX Programs – the Dreaded ROI Question. And although few disagree that customer satisfaction, value, and loyalty are necessary for any successful business, there is an agreement that there are indeed ways to put an ROI value on a CX program. And furthermore, how can a CX program be justified?

ROI 52

ROI Return on Investment 2004 Financial 52

Stella Connect

DECEMBER 9, 2021

Researching to determine what customers want from your service team can help you choose which emotion you want for your experience that will ultimately move the needle on whatever metric your company measures. Why Memory is the #1 Way to Drive Customer Service ROI in 2022.

ROI 85

ROI 2022 Customer Service Customer Satisfaction 85

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Building your own CX ROI model.

ROI 40

ROI Measurement Customer Experience Metrics 40

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. ” 3. .

ROI 48

ROI B2B Metrics Culture 48

ProProfs Chat

APRIL 25, 2019

As an eCommerce entrepreneur, it’s not always easy to select the right tools that are decisive and provide a promising ROI. Here is a list of top tools that can help you boost conversion rate and improve your ROI. You can track different metrics to understand the interactions from multiple angles – . Quick Navigation.

ROI 75

ROI Social Media Insights Interaction 75

InteractionMetrics

MAY 4, 2017

They’ll be presenting “10 Laws You Need to ACE the Customer Experience.” The post May 2017: Dedicated to Improving Customer Service & Measuring CX ROI appeared first on Interaction Metrics. Attendees will learn how to improve customer service […].

2017 40

2017 ROI Measurement Customer Service 40

CX Journey

JUNE 23, 2016

Have you been able to prove the ROI of focusing on the customer experience to your executives? What's the ROI? If you're faced with this challenge, you're probably wondering how you'll ever be able to answer the seemingly elusive ROI question. Link your customer experience metrics to financial outcomes. McKinsey 3.

ROI 43

ROI Customer Experience Call Center Metrics 43

BirdEye

NOVEMBER 21, 2022

How to get started with social media analytics How to use social media analytics Collect the right data Monitor metrics regularly Visualize the data Make recommendations Frequently asked questions Birdeye: An all-in-one marketing tool. Track relevant metrics – After selecting a platform, it’s time to start collecting data.

Social Media 98

Social Media Definition Multi-Channel Metrics 98

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ShepHyken

NOVEMBER 15, 2021

Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. By evaluating relevant key performance indicators (KPIs) or call center metrics, companies can gauge how their customers perceive the support they receive from their organization. Customer Experience Metrics: The Top 5 Ranked by Dan Gingiss.

Article 72

Article 2021 Customer Service Metrics 72

Alida

AUGUST 30, 2017

Working with stakeholders outside of research is crucial to getting more ROI from Sparq and increasing your profile in the organization. His presentation on the growing “reality gap” between the C-suite and their customers will challenge what you already know about CX. De-mystify ROI measurement.

2017 100

2017 ROI Innovation Customer Relationships 100

Thematic

FEBRUARY 11, 2024

The Sessions To dig deeper into AI, CX, EX and ROI, Medallia Experience had a packed agenda of sessions led by Medallia product people, consultants / speakers and practitioners. Chrissy Hura from Scientific Games did a great job explaining how her team links issues in digital experience to ROI. But they need to be managed centrally.

NPS 62

NPS Hotels Events Demo 62

CCO Council

OCTOBER 7, 2019

And the only way to demonstrate business outcomes is to present a business case—and then use that business case as the guardrails for what we do going forward. It’s natural to assume that a business case is all about return on investment (ROI) or internal rate of return (IRR) or other such measures of benefits versus costs.

Presentation 40

Presentation Financial Return on Investment ROI 40

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues. Your existing customers are far easier to upsell.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Experience Investigators by 360Connext

AUGUST 22, 2023

At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions. 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.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

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

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.

Metrics 40

Metrics Social Media Measurement ROI 40

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. They don’t want to risk buying additional seats without proof of ROI in case they go unused. The customer’s ROI grows with the number of people who see value from the product.

ROI 98

ROI Presentation Metrics Sales 98

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Structured feedback.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Thematic

MAY 15, 2023

And I’ll demonstrate linking your operational data to your customer experience measures, so you can see how to prove ROI to different stakeholders. Linking operational metrics to experience measures You might focus more on financial, customer or employee depending on which stakeholder you’re presenting to.

NPS 62

NPS Financial Net Promoter Score ROI 62

Lumoa

SEPTEMBER 8, 2021

” Yes, multiple-choice and Likert scale questions are easier to turn into fancy graphs for presentations, but they don’t allow the customer to express their genuine feedback. They need to ensure that everyone is working together towards improving CX metrics and aligned on the strategic goals for your business.

Customer Experience Management 83

Customer Experience Management CEM Customer Experience Management 83

Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Analyzing Customer Success Metrics. Closely following your customer’s day-to-day growth with your product yields a range of metrics you can use to guide customer engagements. These actions are the way we personalize our service to meet the demands of our customers. Anticipating customer need

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score NPS 109

Gainsight

OCTOBER 19, 2021

Don’t get too caught up focusing on churn metrics, retention numbers, and other standard metrics. Compelling answers to these questions, along with the data to support your proposal, will help illustrate the ROI your organization can expect. Let’s go back to the metrics you outlined in the previous section.

Customer Success 52

Customer Success ROI Metrics Presentation 52

CloudCherry

JANUARY 21, 2020

VoC leaders also see an uptick in customer and employee engagement metrics. Overall, companies with mature VoC programs achieve higher scores on critical CX metrics–including customer effort score (CES), and Net Promoter Score. Identifying essential CX metrics and tracking them regularly can help programs stay on course.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

CX University

MARCH 18, 2024

Challenges of Hyper-Personalization While hyper-personalization holds great promise for improving customer experiences, it also presents several challenges that businesses must navigate. (See below on how this is used to measure success of hyper-personalization.) One of the key challenges is data privacy and security concerns.

Customer Experience 52

Customer Experience Retail 2023 2022 52

ClearAction

FEBRUARY 27, 2017

Instead, focus on action plan progress metrics. Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit. 14% are VoC Collectors — just getting started in selecting listening posts, questions to ask and metrics to use. You get what you ask for. Do this first.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

CSM Magazine

DECEMBER 8, 2022

You can take actionable steps toward your goals by outlining what you want to achieve as goals help measure, analyze, and optimize your success rate and return on investment (ROI). You can readjust your strategy accordingly after reviewing your metrics to see what works and does not. Measure your CX metrics. Bottom line.

Net Promoter Score 52

Net Promoter Score Customer Experience Omnichannel Effort Score 52

Fox Metrics

NOVEMBER 19, 2020

It involves collecting, analyzing, and reporting based on the metrics from social media accounts. With FoxMetrics, you’ll be able to determine what your audience wants from you and the best ways to present your business and engage your customers to enhance performance. Measure ROI and Your Marketing Impacts.

Social Media 59

Social Media Metrics ROI Measurement 59

Education Services Group

MAY 12, 2021

Developing a Dynamic Engagement framework can be associated with the following overarching areas: outcome, experience, ROI, engagement, and validation. When it comes to ROI, what’s the best way to leverage CSMs and the perfect level of human and digital engagement for cost-effectiveness? What is it that customers truly expect?

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. Samantha realized that even though their metrics were telling them that sales were good, and business was fine, they didn’t fully understand that the end customer wasn’t completely satisfied. 2 – Connect ROI to Growth. Co-op Financial is essentially a B2B, to C company.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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.

Technology 48

Technology ROI 2017 Measurement 48

ProProfs Chat

DECEMBER 26, 2019

According to research by Gartner, large organizations having their revenue crossing the mark of $1 billion own more than 50 CX metrics while some big organizations possess around 200 of them. Go for the right CX metrics depending on this. Relevant Customer Experience Measurement Metrics. Know all the touchpoints.

Measurement 90

Measurement Customer Experience Net Promoter Score Metrics 90