Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. There’s an understanding that while we make predictions about Return on Investment (ROI), we can’t always guarantee those returns.

2020 250

2020 Net Promoter Score ROI Metrics 250

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Hence, if you start with the EX, you will improve your customer experience. Engage non-customer-facing roles.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Hence, if you start with the EX, you will improve your customer experience. Engage non-customer-facing roles.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

Optimove

MARCH 17, 2025

This post explores five powerful iGaming marketing lessons retailers can use to elevate customer engagement and drive overall growth. For more insights on how retailers can boost engagement and customer loyalty, contact us to request a demo.

Retail 52

Retail Marketing Multi-Channel Return on Investment 52

Optimove

DECEMBER 24, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Journey pruning is key to creating more effective, personalized marketing campaigns that maximize customer engagement and Return on Investment (ROI.)

2025 52

2025 Return on Investment ROI Download 52

Ecrion

JUNE 2, 2020

. “For businesses across industries, customer communications and the customer journey are critical to retention and growth. This enhanced version of Ecrion’s latest release, along with the DX applications, allow businesses a way to humanize their customer communications. About Ecrion Software.

Customer Experience 105

Customer Experience CEM Return on Investment Insurance 105

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Calabrio

FEBRUARY 25, 2025

Brands should consider outsourcing contact centre technology services to alleviate the strain on resources and allow a team of experts to help maximise return on investment. And while there is generally a stigma around the word outsourcing, it doesnt have to be that way.

Management 52

Management Return on Investment Webinar Technology 52

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

Think Customers

JUNE 4, 2015

No one disputes that treating customers well is the right thing to do: Virtually all respondents in a Forrester Research survey of CX professionals said that executives at their companies consider customer impact to be at least somewhat important when making business decisions.

Net Promoter Score 85

Net Promoter Score Return on Investment Measurement ROI 85

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

2016 98

2016 Innovation Return on Investment Airlines 98

Tricia Morris

AUGUST 21, 2015

1) Identify the channels you are on and want to engage on. (2) 3) Outline the associated business processes to better understand what you need from a technology perspective for a better return on investment. Hire a happiness hero, customer champion or happiness engineer. (2) Ray” Wang.

Customer Focused 111

Customer Focused 2015 Customer Relationship Management Events 111

Joe Rawlinson

JANUARY 6, 2016

What they fail to effectively measure is the emotional connection that customers have or don’t have with a company. It’s flawed thinking to assume that any customer experience platform can singlehandedly improve customer engagement. Memories versus Experiences. Determining Which Interactions Matter.

Exceptional Customer Service 104

Exceptional Customer Service Metrics Customer Service Average Handle Time 104

BirdEye

DECEMBER 19, 2024

An AI marketing strategy is a framework for incorporating AI into marketing activities to automate tasks, analyze customer data, and deliver personalized experiences at scale. It helps businesses improve efficiency, make data-driven decisions, and enhance customer engagement through AI-powered tools and technologies.

Marketing 52

Marketing Social Media Hospitality ROI 52

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. Both are crucial for maintaining a positive image, sustaining customer engagement, and optimizing marketing strategies to increase customer loyalty and lifetime value.

2023 111

2023 Consumers Brands Marketing 111

Lithium

APRIL 5, 2022

[Podcast] Empowering Your Audience by Breaking Down Barriers In this episode, we speak with Mary Taylor , ( @mtaylor26440 ) Community Manager at Intel, about enabling and rewarding open dialogue for deeper customer engagement and return on investment.

Return on Investment 97

Return on Investment E-support Webinar Contact Center 97

Totango

MARCH 16, 2021

Generically, the stages in the B2B and B2C customer journeys are similar, beginning with lead acquisition and progressing through sales to repeat business and referrals. However, the specifics vary significantly, particularly in a SaaS context, because of differences in marketing, customer engagement, and customer personas.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

ShepHyken

NOVEMBER 1, 2019

Channels: Whether the customer is interacting with your business through social media, retail stores or a mobile app. Customer Journey Mapping can be divided into three categories: The Typical B2B Customer Journey Map: Pictorially represents touchpoints a customer engages with through the journey.

Customer Journey Mapping 89

Customer Journey Mapping Customer Journey Customer Experience Touchpoint 89

SurveySensum

JUNE 25, 2019

Technology is the savior for those restaurants which demand a quicker and easier way to know what customers are talking about them. Turn a bad experience into a good one: If restaurants take instant actions on every feedback, they can go a long way and assure greater return on investment in terms of building super fans.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

Optimove

JUNE 15, 2023

Together, they form a powerful duo that nurtures customer relationships, drives conversions, and ultimately increases your return on investment. Monitor the effectiveness of your combined campaigns, track customer engagement – and make data-backed decisions to optimize your efforts! Stay compliant.

Marketing 98

Marketing Return on Investment E-support Events 98

Oracle

MARCH 5, 2019

It designates a strategy where companies leverage a combination of multiple touchpoints, both online and offline, to spread the word about what they offer and build customer loyalty. Customers will only stay tuned for your marketing information as long as you keep it useful, unique, and insightful.

Omnichannel 72

Omnichannel Marketing Return on Investment Advertising 72

Lithium

MARCH 23, 2022

If there is something to be learned from today's guest, it’s that all organizations can benefit from simply talking to their customers. In this episode, we speak with Mary Taylor , ( ) Community Manager at Intel, about enabling and rewarding open dialogue for deeper customer engagement and return on investment.

Return on Investment 52

Return on Investment ROI Customer Engagement Engagement 52

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Make a real difference to your customers. Does your company need a CCO? CX #CustExp Click To Tweet.

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

Opinionator

JANUARY 8, 2021

The power of ROI (return on investment) is undeniable when measuring customer experience. Even a small increase in positive customer experience (CX) can propel your revenue to new heights, increasing company profits considerably. Customers are more likely to stay with a company they feel good about.

ROI 98

ROI Customer Experience Advertising Return on Investment 98

Education Services Group

APRIL 25, 2021

A 2020 Forrester report determined that a well-designed Customer Success program can yield a 91% return on investment over a three-year period. Here are the final six capabilities for a well-designed Customer Success organization. Email automation can keep your customers engaged and eliminate repetitive CSM tasks.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

Thematic

JUNE 17, 2024

Relying solely on survey data can leave businesses blind to crucial insights hidden in other channels, such as social media conversations, online reviews, customer support interactions, and even product usage data. Explore how Thematic can help you uncover the hidden insights in your customer feedback and drive real business impact.

ROI 62

ROI Net Promoter Score Return on Investment Multi-Channel 62

Calabrio

MARCH 25, 2025

These tools often include automation features, such as automated survey distribution and real-time alerts for negative sentiment, allowing for timely responses and proactive customer engagement. Customer journey mapping tools These tools focus on visualizing and analyzing the customer journey across various touchpoints.

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

BirdEye

APRIL 24, 2023

In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods.

Marketing 93

Marketing Social Media B2C Advertising 93

Totango

JUNE 28, 2022

Let’s look at three things CMOs should do during tumultuous economic times to support their current customer base and promote retention and expansion. . Maximize Your Return on Investments. During an economic downturn, your greatest investment should be in your current customer base.

Return on Investment 78

Return on Investment Competitive Advantage ROI Communication 78

Magellan Solutions

AUGUST 23, 2023

It guarantees the highest possible return on investment. This level of personalization improves the following: User Engagement Reduces bounce rates Increases conversion rates 5. Robin Robin is an AI-powered chatbot that improves customer engagement and service. Top AI Tools for Marketing in 2023 1.

Marketing 98

Marketing Social Media Advertising ROI 98

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Make a real difference to your customers. Does your company need a CCO? CX #CustExp Click To Tweet.

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey.

2016 60

2016 Innovation Return on Investment Airlines 60

BirdEye

NOVEMBER 7, 2023

Reach out to your customers with Birdeye Messaging In this digital-first era, customers prefer seamless interactions with businesses they love, no matter what platform they use. Birdeye Messaging ensures you’re there for your customers, engaging with them on various channels from a single inbox.

Social Media 116

Social Media Communication ROI Sales 116

InteractionMetrics

MARCH 27, 2025

That’s a huge return on investment for simply treating customers a little better. Plus, loyal customers do more than just give you their money. Theyre really meant to create excitement that keeps customers engaged. And the payoff is massive. That’s where Interaction Metrics can help.

Customer Retention 52

Customer Retention Metrics Net Promoter Score Loyalty Programs 52

Comm100

MAY 13, 2020

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. It should be easy to implement, and provide a solid return on investment (ROI).

Omnichannel 59

Omnichannel Download Return on Investment Customer Engagement 59

Optimove

JUNE 18, 2024

By leveraging this proximity data, brands can provide highly relevant and personalized offers, recommendations, and information that resonates with customers, capturing their attention and driving engagement. #2

Marketing 52

Marketing Download Return on Investment ROI 52