Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership?

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. Remember that consultants are the first to go in a recession.

Consulting 110

Consulting Financial 2002 Return on Investment 110

InMoment XI

JULY 24, 2024

This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. These services include things like consulting, training, and ongoing support aimed at optimizing every touchpoint in the customer journey.

Technology 195

Technology Customer Experience Workshop ROI 195

Beyond Philosophy

NOVEMBER 10, 2014

. < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

InMoment XI

JANUARY 27, 2025

For that customer, your brand isnt just another apparel warehouseyoure their fashion consultant, style authority, and default choice for wardrobe-building. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI. For most companies, this scenario remains unrealized potential.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Experience Investigators by 360Connext

JANUARY 7, 2025

Related resource : Customer Experience ROI: Tying CX Investments to Business Success Customer Experience ROI: Tying CX Investments to Business Success Prove customer experience ROI with strategies to tie CX investments to measurable CX metrics and outcomes.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Second to None

MARCH 29, 2019

Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? While the ROI of CX can seem abstract, and in-turn, difficult to consolidate into a straightforward proposal, the process is not nearly as daunting as one would imagine.

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

TechSee

JANUARY 27, 2025

AI Reasoning is what separates “low hanging fruit” with limited ROI impact, from meaningful AI automation with scalable, substantial, transformative impact. Schedule your complimentary consultation , and let’s explore how Sophie AI’s unique reasoning capabilities can level up your AI and CX Automation.

Interaction 124

Interaction Average Handle Time Multi-Channel Customer Satisfaction 124

InMoment XI

OCTOBER 24, 2024

InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. InMoment excels at offering a platform that connects customer data from every channel into one easily accessible location and offers consulting services from in-house industry experts. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

APRIL 6, 2025

Use tools like ROI calculators and performance-based contracts to support the case. Boston Consulting Group , September 28, 2023. Truly effective value creation ensures that both parties winand this means going beyond technical features to focus on quantifiable improvements in the customers business. Advisory (blog), Dec 4, 2024.

Contact Center 271

Contact Center B2B Competitive Advantage 2023 271

InMoment XI

DECEMBER 1, 2022

approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. The Forrester Wave says, “InMoment is a good fit for organizations looking for a ROI-focused technology and services partner.” The truth is that monitoring services and D.I.Y. Industry Dominance.

Automotive 370

Automotive Return on Investment ROI Reference 370

Kustomer

AUGUST 3, 2021

New York, NY – August 3, 2021 – Kustomer , an all-in-one, top-rated AI-powered CRM for modern customer experiences, today releases findings from Forrester’s Total Economic Impact™ (TEI) study showing that organizations that switch to Kustomer see up to a three-year 422% in return on investment (ROI). TEI Study Findings.

ROI 96

ROI Net Promoter Score E Commerce Return on Investment 96

InteractionMetrics

JANUARY 7, 2025

With over 75 CX practitioners joining the conversation, we dove into the heart of customer journey mappingas a tool for creating experiences that drive ROI. Consultants can help businesses clarify these nuances. To watch the recording, click here. Takeaway #4. But even with top-tier software, the magic lies in how your teams respond.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

InMoment XI

NOVEMBER 26, 2024

When you partner with InMoment, you get access to customer experience consulting with practitioners with over 50 years of combined experience that can help you build the best customer experience journey map for your organization.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

JULY 19, 2023

InMoment’s customer experience experts include our expert practitioners and Strategic Insights Team, a dedicated team of consultants with over sixty years of research, marketing sciences, and advanced statistical expertise.

Customer Experience 195

Customer Experience ROI Customer Centricity Omnichannel 195

CSM Magazine

FEBRUARY 12, 2025

Discovery: Laying the Foundation for Success The journey to CX excellence begins with a thorough discovery phase, where our expert consultants work closely with organisations to understand their unique challenges and opportunities. About the Author Angela Clarkson is Head of Business Consultancy at Sabio Group.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

Alida

JANUARY 19, 2017

In a similar move, Adidas opened a four-level, “stadium retail concept” store in Manhattan that features a personal fitness consultation area, a customization section and locker room-style changing rooms. No matter how innovative offline retail tactics may seem, ROI is hardly guaranteed.

Retail 167

Retail Apparel E Commerce 2016 167

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. The post 5 rules for a highly successful customer experience implementation with amazing ROI!

ROI 113

ROI Net Promoter Score Customer Experience Consulting 113

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. The post 5 rules for a highly successful customer experience implementation with amazing ROI!

ROI 97

ROI Customer Experience Net Promoter Score Measurement 97

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 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

Experience Investigators by 360Connext

MARCH 26, 2024

Image copyright Matthew Rakola] Greg Kihlström ( theagilebrand.com ) is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to some of the world’s top brands on marketing technology, marketing operations, and digital transformation initiatives. About Greg Kihlström: Greg Kihlstrom.

2024 178

2024 Banking Advertising ROI 178

Thematic

FEBRUARY 19, 2025

Businesses work with consultants to validate the analysis and refine the taxonomy, making it costly and time-consuming to get accurate and relevant insights. Look for solutions are lower-cost with faster ROI. Thematic: Lower upfront investment and maintenance costs, along with a faster ROI makes it a budget-friendly solution.

ROI 62

ROI Feedback Insights Healthcare 62

Zeisler Consulting

JULY 21, 2020

Again, there’s no silver bullet, but the broad general strokes of the ROI for CX fall really into two categories, as far as I can see: First, there’s the savings that go along with improving the efficiency and effectiveness of your internal processes. Your ROI here is on the cost side, but you have to be vigilant in accounting for it.

ROI 72

ROI Return on Investment NPS Leadership 72

Alida

SEPTEMBER 22, 2016

Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. To launch an insight community successfully requires strategic planning, such as gathering stakeholder buy-in and consulting brand guidelines.

2016 267

2016 Innovation Marketing Insights 267

Stella Connect

DECEMBER 9, 2021

Colin’s company, Beyond Philosophy LLC, has been selected by the Financial Times as one of the best management consultancies for the last two years. Why Memory is the #1 Way to Drive Customer Service ROI in 2022. The post Guest Post: The #1 Way to Drive Customer Service ROI in 2022 appeared first on Stella Connect.

ROI 85

ROI 2022 Customer Service Customer Satisfaction 85

Experience Investigators by 360Connext

FEBRUARY 9, 2018

If you’d like to put this power in your team’s hands and turn your whole organization into a customer-focused powerhouse, why not have a workshop to help them understand the mindset, approach, techniques, and many unconventional ways to get more ROI from a living customer journey map? And, it’s fun!

Touchpoint 207

Touchpoint Customer Journey Mapping Workshop Customer Journey 207

Beyond Philosophy

DECEMBER 15, 2021

The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post How to Successfully Change to a Digital Experience and Create ROI appeared first on CX Consulting. Follow Colin on LinkedIn and Twitter. How can we help?

ROI 78

ROI 2022 Consulting Events 78

Alida

JULY 11, 2018

As for ROI, Joel said there are different ways of measuring the contribution of the research team. The big, audacious goal when it comes to ROI is measuring the value of insight: to tie wider, organization-wide decisions influenced by insight to specific business outcomes. is important—and something that insight can help answer.

Insights 141

Insights Brands Banking ROI 141

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Jack Dean, a former CFO now with sales consultancy FASTpartners, says CX investments generally have a more challenging financial case if the goal is revenue growth. Get the Guide.

ROI 150

ROI Webinar Sales Loyalty 150

Beyond Philosophy

FEBRUARY 10, 2020

However, business is also all about return on investment (ROI). They enlisted our global Customer Experience consultancy to improve their Net Promoter Scoreâ (NPS)* by 40 points over 30 months, which led to a 10 percent rise in shipping volumes. 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

CloudCherry

JANUARY 22, 2020

Unproven ROI. However, you could reach out to a consultancy to help you with the transition as well. 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. Progress isn’t socialized.

White Paper 243

White Paper Social Media Feedback 2019 243

Gainsight

MARCH 27, 2025

The latest session, Revenue-Driven CS: Proving ROI & Driving Executive Alignment , featured our very own Chief Revenue Officer, Marilee Bear, who sat down with Marija Skobe-Pilley, Founder of Women in Customer Success. It’s worth taking the time to ensure all teams are in lockstep toward pipeline goals.

Books 52

Books Customer Retention ROI Metrics 52

Beyond Philosophy

SEPTEMBER 4, 2017

As a customer experience consultant, I wish Walmart was putting more effort into improving its in-person experience. Learn how to dramatically improve your Customer Experience and ROI by registering for our Secrets Of Customer Decision Making on-demand training. Have you used the big red tower yet? Amazon Takes Over the High Street!

Retail 158

Retail Consulting Loyalty Technology 158

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 time is of the essence but you do have the luxury of a larger budget, hiring a consultant to narrow down a list of participants is also a valuable tactic.

Contact Center 189

Contact Center Culture Fashion Consulting 189

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Resolving Issues = ROI. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. With real human conversations happening between the company and the customer, issues can be resolved.

ROI 83

ROI CEM 2001 Download 83

Beyond Philosophy

JANUARY 12, 2015

If you enjoyed this post, you might be interested in the following blogs: Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor. All attendees will receive a discount code for 50% off the eBook. Didn’t Believe Amazon Was Customer Centric Before? You Will Now. Why Most Customer Experience Programs Fail.

2015 163

2015 Customer Experience CEM Webinar 163

ReviewTrackers

JULY 28, 2021

According to a report by consultancy firm ITDS: 100 percent of 20 major global insurers are active on Facebook. If and when in doubt, always consult with your compliance or public relations team. Have tracking systems in place so that you can measure the ROI of your efforts. Insurance and Social Media. But there are challenges.

Social Media 175

Social Media Insurance Marketing 2007 175