BlueOcean

MARCH 3, 2025

As a sourcing professional, I have to ensure that our company culture is reflected in the RFP and also that the document is customized to the specific industry in which were sourcing. The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services?

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

GetFeedback

JANUARY 12, 2020

Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: . CustomerThink CX research finds that more Winning CX programs–those claiming tangible ROI or competitive advantage–focus on creating a distinctive or “signature experience” such as the Southwest example I’ve shared.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Experience Investigators by 360Connext

JULY 7, 2020

If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste of time. . But journey maps done right aren’t static documents intended to be created and then ignored.

Customer Journey Mapping 208

Customer Journey Mapping Customer Journey Document Workshop 208

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. To prove ROI on the effort put into your programs, you should categorize the goals of the voice of customer program.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

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

CloudCherry

OCTOBER 25, 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? For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI.

CEM 170

CEM 2018 ROI Metrics 170

CloudCherry

JANUARY 22, 2020

Unproven ROI. Altogether, your requirements should be clear and documented, and they should be communicated to every stakeholder involved in the process. 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.

White Paper 243

White Paper Social Media Feedback 2019 243

Confirmit

JANUARY 8, 2020

The Confirmit ROI calculator enables Customer Experience professionals to measure the potential benefits of implementing a VoC program in their organization. Calculate your ROI. What Can I Measure With the ROI Calculator? Get an ROI Consultation. Calculate the ROI for your CX activities. Faster Growth.

ROI 52

ROI Definition Document Customer Experience Professionals 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

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? For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI.

CEM 150

CEM 2018 ROI Metrics 150

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

And, having REAL dates, real ways to measure success, and real discussions about ROI makes everyone happy. This document becomes an effective tool to keep everyone aligned around the CX Mission and CX Success Statement. Nothing gets your C-Suite more excited than seeing real goals that connect with organizational success.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

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. This helps to deepen customer relationships, increase customer lifetime value, and ultimately drive higher revenue.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

TechSee

JANUARY 29, 2024

It can be tough to track where, within a massive amount of documentation, the LLM misunderstood or misinterpreted the documentation and why the system came up with incorrect customer guidance. Similarly, internal documentation is often proprietary and should only be uploaded to third parties with ironclad security policies.

Document 124

Document Contact Center Leadership Technology 124

Customer Bliss

DECEMBER 20, 2016

The ROI is there. It’s a great document and I definitely encourage you to download it if you want to enter 2017 on the right foot. What advice would Amy give a younger version of herself in the role? Be deliberate about educating and training your people. It takes time and can feel frustrating, but it’s extremely worth it.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

GetFeedback

JULY 19, 2019

They are documenting their satisfactory experiences, and they are giving you operational nuggets of insight. This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts. But they are doing something. Look for trends in their experiences. Get the Guide.

Social Media 262

Social Media Webinar Feedback Books 262

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

With this guardrail in mind, retailers can look for GenAI solutions that offer: Agent assists with in-the-moment natural-language search that pulls information from company documentation, such as the website, manuals, and knowledge bases.

Contact Center 62

Contact Center Retail 2024 Competitive Advantage 62

Ecrion

JANUARY 12, 2021

Easy Access to Documents/Services | 3. If you are looking to boost your business and increase your ROI, you will need an efficient and user-friendly way to engage with (and therefore retain) your clientele. This ensures that you will not lose any money as a result of technological shifts and that your ROI remains stellar.

Customer Experience Management 86

Customer Experience Management CEM Customer Experience Management 86

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

Totango

NOVEMBER 10, 2020

Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal. Document and capture new initiatives as they arise.

Customer Relationships 123

Customer Relationships Customer Success Document 2021 123

BirdEye

NOVEMBER 22, 2024

This tool provides: Free 360° tour creation Direct Zillow integration Mobile-based capture Basic editing features Know how Zillow for realtors helps in enhancing online reputation Category: Document management for real estate Efficient document handling is crucial for modern real estate transactions.

Marketing 52

Marketing Social Media Multi-Channel Document 52

TechSee

JANUARY 2, 2018

Using either of these options allows the insurer to securely capture the evidence of loss documentation required to validate claims. For insurance companies looking for an advantage in today’s highly competitive insurance market, implementing video-based visual claims will not only boost the customer experience, but the ROI as well.

Insurance 116

Insurance Telecommunications Contact Center Document 116

Topdown

DECEMBER 21, 2017

Not that long ago, customer communications management (CCM) would be a part of most companies’ operations department since it was all about automating the printing and mailing of massive amounts of documents.

Communication 66

Communication ROI Management Document 66

Oracle

MARCH 23, 2018

But now, CPQ solutions have evolved to become easy to use, easy to implement, and instrumental in achieving high levels of productivity and ROI. Today’s CPQ market consists of companies in various industries such as insurance, automotive, travel, and financial services, who use the tool to achieve high levels of ROI.

Document 97

Document Automotive ROI 2017 97

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. Remember to start by documenting the baseline metric and measure the changes upon implementing your training program.

ROI 52

ROI Metrics Measurement Return on Investment 52

TechSee

JUNE 27, 2024

Text Analysis: An Easy Win AI can provide valuable automation with minimal risk by automating tasks like reading text from an image (OCR), or summarizing a document (e.g. This automation delivers incredible ROI and requires a great deal of expertise to ensure safety, reliability, and utility. a service transcript).

Contact Center 109

Contact Center Multi-Channel Document Interaction 109

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

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

ijgolding

JUNE 9, 2015

Assesses, documents, tracks, and reports resolution of experience gaps across touch points. COMPETENCY 5 – Metrics, measurements and ROI. An organisation that utilises metrics, measurements and ROI (return on investment) effectively. Ability to quantify business value and ROI of investing in customer experience.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Circular Edge

JUNE 22, 2023

Quantifying that value — the return on investment (ROI) of your ERP — is crucial to building a business case that justifies an ERP investment in the first place. But because ERP systems have the potential to touch so many different aspects of a business, quantifying their impact — and, therefore, their ROI — can be complex.

ROI 52

ROI Return on Investment Reference Metrics 52

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. Look at their usage and behavioral analytics.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

Alida

OCTOBER 5, 2020

This is a trend that has been documented annually, with response rates now often dipping into the single digits. They concluded that this approach allows researchers to deliver more value and higher ROI to an organization versus traditional ad-hoc research. Participants are tired of anonymous surveys and response rates have plummeted.

ROI 130

ROI Insights Document Brands 130

SurveySensum

MARCH 10, 2025

Impact Higher conversion rates, more effective lead nurturing, and a stronger ROI on marketing efforts. Provides audit-ready documentation : Keeps a record of all conversations, making it easier to prove regulatory compliance.

Interaction 52

Interaction Insights Social Media Customer Service Representative 52

Inbenta

OCTOBER 30, 2024

It’s a framework to create, access and share a company’s knowledge — its content, documents, training modules, and more. What is a knowledge management system? It lowers support costs through self-service and addresses documentation gaps and knowledge silos. So what is knowledge management?

Document 52

Document Article Technology Information 52

BirdEye

NOVEMBER 18, 2024

ROI measurement: Translate social engagement into concrete business metrics. For example: Instagram captions (30 mins) Twitter threads (45 mins) LinkedIn articles (2 hours) Note which posts perform best and why List repetitive tasks that slow you down Document your current posting frequency Identify content types you struggle with most 2.

Social Media 52

Social Media ROI Metrics Engagement 52

LiveChat

AUGUST 26, 2019

The API is fully documented , which makes it easy to implement. Measure your customer service ROI. The post LiveChat for Managers: Measure your Customer Service ROI appeared first on LiveChat. But sometimes you want even more detailed reports that are cut tailored to your needs.

ROI 57

ROI Measurement Customer Service Management 57

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. ” Step 8: Identify how to measure the ROI of your service.

Marketing 110

Marketing ROI Insights Social Media 110