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

GetFeedback

MAY 13, 2019

Alternatively, the action could result in mass change for a company, such as the overhaul of a process, the addition or removal of documentation or training, or a new feature or product. At a minimum, every company should measure and trend key customer experience metrics such as NPS, CES, and CSAT.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

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? The North Star Metrics for CX Buy-in. Even the CEO was held accountable to adoption metrics when reporting to the board.

CEM 150

CEM 2018 ROI Metrics 150

InMoment XI

SEPTEMBER 3, 2024

Demonstrate Return on Customer Service Investment Conversation analytics provides businesses with tangible evidence of the customer experience ROI from their efforts. Developing appropriate metrics to evaluate effectiveness is difficult, and human judgment is often required to assess the quality of the insights generated by algorithms.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

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. Get the Guide.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

It’s easy to create goals in customer experience that are either: Based on metrics that the customer feedback team held responsible can’t influence, like NPS Or big ideas that aren’t real goals, like “make every customer delighted every time” Every other team has real goals. We got you. Get real about goals.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

InMoment XI

JUNE 5, 2024

Document level text mining/NLP – Supporting all industry-standard NLP functions, including classification (via ml models, boolean queries, or against pre-trained taxonomy based on Wikipedia categories), NER, theme/concept extraction, sentiment measurement, summarization, intention, effort, and emotion measurement.

2024 195

2024 Social Media Innovation Document 195

Customer Bliss

DECEMBER 20, 2016

I’d recommend listening to that section a couple of times; too often we use NPS as a “be-all” metric in customer experience. It’s a good metric but it can’t just be a number you report out. The ROI is there. It has to have context with the other senior leaders. Pay It Forward. as soon as you can.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

ProProfs Chat

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

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. Customer journey mapping visually documents the steps a customer takes to achieve a specific goal from their perspective. To watch the recording, click here.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? You need the quantitative ROI to make a strong business case and obtain approval for continued investment.

ROI 59

ROI Customer Experience Banking Call Center 59

Confirmit

JANUARY 8, 2020

A Voice of the Customer (VoC) program can have a measurable financial impact for organizations by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. Calculate your ROI. What Can I Measure With the ROI Calculator? Get an ROI Consultation. Switching Solutions.

ROI 52

ROI Definition Document Customer Experience Professionals 52

BirdEye

NOVEMBER 22, 2024

The system analyzes competitive property descriptions, marketing approaches, and client engagement metrics to identify market opportunities and optimize your agency’s strategy. DotLoop A comprehensive transaction management system that centralizes document workflows and enhances team collaboration throughout the closing process.

Marketing 52

Marketing Social Media Multi-Channel Document 52

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

Interactions

OCTOBER 23, 2024

A key issue holding retailers with “good enough” systems back is an over-reliance on containment as the key metric of automation success. When callers hang up or sigh and accept a half-solution that doesn’t really solve their problem, this could be declared “successful” when only looking at containment.

Contact Center 62

Contact Center Retail 2024 Competitive Advantage 62

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem. The first step is to review your metrics and listen to customer feedback regularly.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. These include: Recommendations and the Bottom Line: Agile Customer Care Delivers ROI . Customer Care as a cost center is an unfounded p aradigm. However, this paradigm is and has always been false.

ROI 56

ROI Customer Service Average Handle Time Customer Experience 56

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

BirdEye

NOVEMBER 18, 2024

ROI measurement: Translate social engagement into concrete business metrics. Monitor and track metrics Engagement rates on AI-generated vs. manual posts Time saved per post Consistency in posting schedule Audience growth and interaction Birdeye's pick: Our top 12 best social media AI tools.

Social Media 52

Social Media ROI Metrics Engagement 52

Ecrion

JULY 17, 2019

That’s why it’s critical to proactively define the customer metrics that are most important to your business and measure progress on them over time. Read on to learn about the most crucial customer service metrics that businesses across industries use to evaluate their success. Personalization is key to customer experience management.

Metrics 55

Metrics Customer Service Call Center Net Promoter Score 55

Centercode

APRIL 16, 2019

What are beta program metrics exactly? I’m sharing this experience (with his blessing) because it provides some insight for other product and program managers who have questions about identifying key beta program metrics. Fun fact: there are a lot of metrics that a beta program can capture (it’s shocking, I know).

Metrics 65

Metrics Net Promoter Score ROI Leadership 65

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. The goals summarized above can be measured using the following success metrics. Let’s start with the business success metrics for workforce training.

ROI 52

ROI Metrics Measurement Return on Investment 52

C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Lack of alignment on important metrics. Customer profiles.

Marketing 110

Marketing ROI Insights Social Media 110

Experience Investigators by 360Connext

AUGUST 26, 2020

There’s been a lot of buzz about the need for more ROI in Customer Experience. This is true, but before we can measure ROI we must do a better job defining what success really is. The metrics you’ll use to measure success. Choose Metrics to Measure. The realistic parameters you’ll define success within.

Net Promoter Score 143

Net Promoter Score Leadership Metrics Definition 143

Thematic

MARCH 30, 2025

Fix the Issue (or Implement the Idea) and Document the Action This might seem obvious, but you can’t close the loop without acting on the feedback. Once the team has fixed the bug, improved the service, or implemented the new feature, document what was done in clear terms. It will also help you bring in new revenue.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Natalie Petouhof

DECEMBER 6, 2016

Field Service seems to be an area where IoT can easily provide true use cases that can quickly garner ROI. Accelerators are a collection of sample code, sample workflows, and best practices, documentation, and design guidance to assist customers with seamless updates or integrations with Oracle Service Cloud.

Contact Center 79

Contact Center ROI 2015 Document 79

LiveChat

AUGUST 26, 2019

It’s a place where you keep an eye on the most important metrics. Besides monitoring the metrics on a daily basis without stressing too much about them, there are situations where it’s a go-to place for you to take a proper action – especially if you have a software company. Measure your customer service ROI.

ROI 57

ROI Measurement Customer Service Management 57

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. However, many simply collect feedback or track metrics such as Net Promoter Score in isolation. million customers.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Call Handling Procedures: Standard greetings/closings, call flow guidelines, escalation paths, documentation standards.

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

ClearAction

APRIL 18, 2015

Data insights can help maximize ROI of the work done by HR and employees collectively. Use group sharing engines to share documents with strategies and knowledge across departments. Focus employee metrics more on CX enabling behaviors, less on survey ratings. —@tcrawford. —@EngageGXD. —@clearaction.

Customer Experience 96

Customer Experience Culture Social Media ROI 96

Comm100

MAY 19, 2020

It’s been shown that live chat can drive 3x – 5x more conversions and deliver up to 6000% ROI. If you have many such documents or help articles online, though, customers or users may not be able to find or use them quickly. These numbers make one thing clear: live chat is effective in generating leads and making sales.

Competitive Advantage 111

Competitive Advantage Document Loyalty Sales 111

Amity

APRIL 24, 2017

A big part of this is making sure everything is documented, training everyone on those core responsibilities, and ensuring constant communication between team members. This applies to Customer Success because the resources we develop — documents, processes, templates, videos — can get stale very quickly.

Customer Success 93

Customer Success Culture Books Metrics 93

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. Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment.

Contact Center 63

Contact Center Call Recording Document ROI 63

Eptica

JULY 2, 2019

Brands have to focus on taking new approaches that go beyond simply running customer experience surveys or measuring through basic metrics such as NPS. This highlights the seven areas that brands should look at if they want to gain real ROI from VoC : 1. 11 Tips to Ensure You Achieve ROI from Your VoC Program.

Net Promoter Score 62

Net Promoter Score E Commerce ROI NPS 62

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

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 2021 ROI 2007 76

Kayako

JULY 6, 2017

Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. What is the ROI on having a customer-driven company? What metrics are most useful to present on, and what do they mean to the people around you?

Books 37

Books Customer Service Document Culture 37