InMoment XI

DECEMBER 13, 2022

When we manage client programs at InMoment, return on investment (ROI) is always top of mind. I’m proposing an alternative option that’s simpler and leverages a solution that most organizations already have in place—post interaction surveys.

ROI 370

ROI Call Center Return on Investment Measurement 370

BlueOcean

MARCH 3, 2025

Achieving Best Total Value Return on investment is crucial, but its measurement isnt always tangible. The only interaction so far is the RFP. We need to know that well do an amazing job together. That takes careful organizational and cultural alignment , and if its missing, we have to know at what point to withdraw.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Using before and after data, A/B tests, and pilot programs can clearly show return on investment. It’s time to make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Optimove

DECEMBER 31, 2024

Mobile-First Engagement : With mobile usage accounting for 65%+ of digital interactions, marketers need to optimize experiences for smaller screens. Interactive Content Wins : Emails and messages with interactive elements (quizzes, polls) achieve 50% higher open rates and engagement.

2025 69

2025 Customer Engagement Engagement E Commerce 69

InMoment XI

MAY 3, 2024

Staff Feedback: Gathering insights from frontline staff to understand customer interactions and pain points. Contact Centre Feedback: Insights from customer interactions with support teams, providing valuable feedback on pain points and areas for improvement.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

GetFeedback

MAY 9, 2019

Customer experience is how your customers perceive their interactions with your company. We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. What is customer experience?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

AUGUST 13, 2024

This includes phone calls, emails, chat messages, and social media interactions. Conversation intelligence software is a critical tool for success in a world where every interaction counts. The goal is to extract qualitative insights such as customer sentiment that can improve customer interactions and overall business performance.

Social Media 195

Social Media 2024 Return on Investment Contact Center 195

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. NPS, CSAT, CES, etc.)? At first, focus on addressing and fixing the pain points which will have the most positive impact to the business with minimal cost or effort.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

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. Customer experience services encompass a range of solutions designed to help businesses manage and enhance their interactions with customers.

Technology 195

Technology Customer Experience Workshop ROI 195

Win the Customer

DECEMBER 21, 2024

Artificial intelligence (AI) offers a powerful toolkit to achieve these goals, enabling you to anticipate customer needs, personalize interactions, and deliver proactive support. Conducting thorough cost-benefit analyses: Evaluate the potential return on investment (ROI) of each AI initiative.

Social Media 59

Social Media Roadmap Return on Investment ROI 59

CX Accelerator

JANUARY 11, 2021

Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. EX, CX, and return on investment all in one simple act! I fell in love with CX by the time I was done. I loved his policy of paying people $1,000 to leave after a few weeks at the job.

Books 266

Books Return on Investment Magazine Culture 266

Win the Customer

JANUARY 2, 2025

Product managers must define and track new metrics, such as AI model accuracy, customer satisfaction with AI interactions, and the return on investment (ROI) of AI-powered CX solutions. Continuous Improvement: AI models require continuous monitoring and optimization.

Management 59

Management Return on Investment Roadmap Metrics 59

Kustomer

AUGUST 23, 2021

They need to deal with unprecedented challenges head on if they’re going to continue to effectively attract, interact with, and retain loyal customers. And today, that means focusing on the interactions between brands and customers. With a powerful and intelligent AI platform that prioritizes better brand interactions.

Interaction 97

Interaction Brands E Commerce E-support 97

Joe Rawlinson

JANUARY 24, 2025

With these insights, marketing efforts become more precise, cost-effective, and impactful, ensuring a better return on investment. Business analytics provides entrepreneurs with the data needed to deliver these tailored interactions.

E Commerce 78

E Commerce Financial Return on Investment E-support 78

Interactions

SEPTEMBER 16, 2024

Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. This is where Interactions shines. What Makes Interactions Stand Out Our commitment to innovation is unwavering.

Interaction 62

Interaction Return on Investment Innovation Social Media 62

Interactions

SEPTEMBER 16, 2024

Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. This is where Interactions shines. What Makes Interactions Stand Out Our commitment to innovation is unwavering.

Interaction 62

Interaction Return on Investment Innovation Social Media 62

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Insights 243

Insights E Commerce Customer Experience E-support 243

CloudCherry

JANUARY 22, 2020

Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s advantage. Don’t forget about culture.

White Paper 243

White Paper Social Media Feedback 2019 243

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. This data may include historical customer interactions, transcripts of conversations, customer profiles, and information from other relevant databases.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

Alida

OCTOBER 20, 2017

billion by 2021 as both clinical and non-clinical information systems are deployed, health care organizations will only see the best return-on-investment from their digital initiatives if they properly leverage patient insight. With the health care IT market expected to be worth $280.25

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

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.) Enhance Customer Experiences : Deliver more relevant and personalized interactions.

2025 52

2025 Return on Investment ROI Download 52

InMoment XI

FEBRUARY 23, 2024

This approach focuses on understanding how consumers interact with products and services and what drives their buying decisions. Choose the ones most likely to engage with your product and that will lead to a positive return on investment (ROI). Brands frequently provide deals that only apply when customers shop online.

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

InMoment XI

JULY 11, 2024

Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. By leveraging this technology, contact centers can turn every customer interaction into a valuable data point that drives continuous improvement. What is Speech Analytics?

Insights 195

Insights E Commerce Contact Center E-support 195

InMoment XI

SEPTEMBER 12, 2023

The Importance of CRM Databases in Competitive Analysis Customer Relationship Management (CRM) databases are essential tools for storing and tracking customer information, interactions, and sales history. Addressing Weaknesses: Improve and Balance The next step is to identify and improve areas where your business is lacking.

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

InMoment XI

OCTOBER 24, 2023

Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. Each of these interactions leaves behind a trail of data. What Are Speech Analytics?

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

TechSee

OCTOBER 7, 2024

Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. By automating and visually enhancing customer interactions, companies can significantly reduce operational costs.

ROI 124

ROI White Paper Travel Return on Investment 124

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. NPS, CSAT, CES, etc.)?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. NPS, CSAT, CES, etc.)?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. Contact Center Dashboard: This dashboard is ideal for teams processing customer interactions across multiple channels.

Call Center 195

Call Center Contact Center Social Media Metrics 195

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. And that’s where research really yields ROI.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

CSM Magazine

FEBRUARY 12, 2025

In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities. The Group, which includes makepositive, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences. Well, you’re not alone.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

CX Accelerator

JANUARY 11, 2021

Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. EX, CX, and return on investment all in one simple act! I fell in love with CX by the time I was done. I loved his policy of paying people $1,000 to leave after a few weeks at the job.

Books 182

Books Return on Investment Magazine Culture 182

VDS

MAY 21, 2024

To meet today’s high customer expectations, businesses are increasingly turning to a blend of AI technology and human interaction. By integrating these technologies, contact centers are transforming their operations to be more efficient and responsive, ultimately striving to improve the overall customer experience with every interaction.

Interaction 52

Interaction Customer Service Virtual Agent Contact Center 52

Optimove

OCTOBER 22, 2024

From Manual to Automated To move at the speed of a customer’s interaction with the brand requires a shift from manual calculations to automated, AI-powered CRM-powered rewards. This approach optimizes both promotional spending and customer satisfaction, driving greater return on investment (ROI).

ROI 52

ROI Return on Investment Download Demo 52

Joe Rawlinson

JULY 8, 2015

Chinese retailers are taking interactive consumer engagement and social e-commerce to the next level via private messaging platforms like Weibo and WeChat, helping shoppers throughout the entire purchasing process via live chat and ongoing customer service. Real time interaction. About the Author.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

Calabrio

MARCH 4, 2025

This proliferation has fundamentally reshaped how we interact, not just in our personal lives, but also in the world of business and service. Whats perhaps most important, though, is that its also reshaped expectations for interactions. Customers demand businesses meet them on their preferred channels and remember past interactions.

Contact Center 52

Contact Center Omnichannel 2025 Touchpoint 52

ChurnZero

JANUARY 5, 2022

Customer Experience (CX) is a measure of the customers’ perception of your business after they interact with it. Therefore, it’s focused on the interactions they have with your business. The idea behind customer experience is to provide positive interactions that help improve the relationship between your customers and your company.

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98