InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. And they also answered a few questions from CX professionals throughout the presentation. What are you doing with it?

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points?

ROI 370

ROI Metrics Presentation Webinar 370

Beyond Philosophy

FEBRUARY 6, 2019

Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. Only a small number of companies can demonstrate in actual figures an ROI connected to Customer Experience efforts. There is a lack of focus on presenting the business case for your program.

ROI 154

ROI Customer Experience Customers Customer Centricity 154

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. Almost 80% of employees who created a customer journey map at their organization say it helped generate alignment between internal teams.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

InMoment XI

OCTOBER 24, 2024

InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. Omnichannel communication means more than just being present on multiple platforms; it’s about integrating those platforms into one unified interface to build an omnichannel customer experience. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score NPS 109

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score NPS 109

Alida

JANUARY 16, 2018

Adopting a relationship-based approach to customer intelligence gathering delivers substantial value and ROI. . In The Total Economic Impact of Vision Critical , Forrester provides a framework for measuring the potential business impact of using an insight community in the Vision Critical platform. For example: 10.

ROI 100

ROI Webinar Customer Centricity Download 100

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. FREE TOOL: CSAT CALCULATOR .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

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 can involve monitoring conversations to measure customer intent, satisfaction, sentiment, and the effectiveness of customer service agents.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

InMoment XI

AUGUST 31, 2023

We’re all about assisting businesses in translating their customer experience initiatives into tangible, measurable business outcomes. Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI.

2023 195

2023 Workshop 2024 Events 195

Customer Bliss

NOVEMBER 19, 2015

Connect to ROI – “Did We Earn the Right to Customer Growth?”. You present the visual depiction of customer growth or loss. Month 2: identify root cause issues and current measures. Four ways you engage leaders and the organization in the Customer Room: 1. Month 3: recommendations for actions and budget.

Engagement 205

Engagement ROI Leadership Customers 205

Win the Customer

DECEMBER 21, 2024

Customized content: Present customers with content that is relevant to their interests and needs, such as personalized articles, blog posts, and videos. This involves: Defining clear objectives: Set specific, measurable, achievable, relevant, and time-bound (SMART) objectives for your AI-powered CX initiatives.

Social Media 59

Social Media Roadmap Return on Investment ROI 59

Alida

MAY 24, 2018

While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. Hansen encouraged his fellow retail exec peers to measure and test everything. Get closer to your employees. Several speakers spoke about the importance of employee engagement and employee experience.

Retail 189

Retail 2018 ROI Touchpoint 189

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Adoption of a Journey-based Approach is Critical for CX Success High-performing organizations rely on a journey-based approach to effectively manage and measure CX and maximize business results.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

ProProfs Chat

DECEMBER 26, 2019

Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not all of them measure customer experience in the same way. . However, there are some ways of measuring customer experience that can be more effective than others? What is Customer Experience Measurement?

Measurement 90

Measurement Customer Experience Net Promoter Score Metrics 90

Customer Bliss

AUGUST 29, 2017

As she has applied Hallmark’s vision and mission to the business world, she has created customer engagement programs that connect buyers to brands and drive measurable business results. There is no better feeling than creating great ROI through human connection.”. She put together a plan and presented around six months.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

InMoment XI

APRIL 23, 2024

And by doing so, you’ll see rapid, proven ROI across your programme from retention, to customer acquisition, from share of wallet growth, to cost to serve reduction. Each geographical area presents its unique competitive dynamics, influenced by factors such as local preferences, demographics, and economic conditions.

Social Media 195

Social Media Feedback Insights Loyalty 195

Thematic

MARCH 30, 2025

Identifying Key Performance Indicators (KPIs) Once your data is integrated, the next step is knowing what to measure. When KPIs align with business goals, every insight becomes measurable progress. In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

GetFeedback

AUGUST 14, 2019

A CSAT is a single question presented to a customer at a single moment, or moments, throughout a customer experience to gauge satisfaction. That’s why it’s important to understand how you measure up within your industry. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator.

Download 268

Download Customer Satisfaction Measurement 2018 268

GetFeedback

JULY 19, 2019

Communicate how you will measure success. To know what to measure, it’s important to understand the actual customer. There is no perfect formula for what to measure in a VoC program. Here are the three key ingredients: Consistency: Measuring anything consistently is better than no measurements at all.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Stella Connect

DECEMBER 9, 2021

Researching to determine what customers want from your service team can help you choose which emotion you want for your experience that will ultimately move the needle on whatever metric your company measures. Why Memory is the #1 Way to Drive Customer Service ROI in 2022.

ROI 85

ROI 2022 Customer Service Customer Satisfaction 85

InMoment XI

FEBRUARY 23, 2024

Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. Demographic factors are among the most commonly used segmentation variables because they are relatively easy to measure and often correlate with consumer needs and behaviors. What Is Market Segmentation?

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

ProProfs Chat

APRIL 25, 2019

As an eCommerce entrepreneur, it’s not always easy to select the right tools that are decisive and provide a promising ROI. Here is a list of top tools that can help you boost conversion rate and improve your ROI. You can use this report to adopt suitable measures and improve your store’s performance. ProProfs Chat.

ROI 75

ROI Social Media Interaction Insights 75

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

Alida

AUGUST 30, 2017

Working with stakeholders outside of research is crucial to getting more ROI from Sparq and increasing your profile in the organization. His presentation on the growing “reality gap” between the C-suite and their customers will challenge what you already know about CX. De-mystify ROI measurement.

2017 100

2017 ROI Innovation Customer Relationships 100

Beyond Philosophy

JANUARY 28, 2019

Focus on the ROI of CX improvement. A renewed focus on the ROI of your efforts is vital to the longevity of your CX program. However, ROI isn’t always about more sales; there are other ways to measure your success in ROI. Measure customer emotions, but in real time with facial recognition.

2019 139

2019 ROI Net Promoter Score Fashion 139

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. By basing decisions on solid data, businesses can maximize their ROI and align their strategies with their overall goals.

Social Media 195

Social Media Metrics Insights Telecommunications 195

Beyond Philosophy

MARCH 7, 2024

The Emotional Signature measures how the experience makes people feel and what that means to the value they assign to your experience. Whatever you want to measure, that is the value. Bringing this back to Emily’s pickle about how to measure these things, we employ a process to get to this output. Value is fundamental here.

ROI 78

ROI Return on Investment Measurement Customers 78

GetFeedback

MARCH 21, 2019

You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. NPS is a broad-strokes measurement. In turn, this data can help you capture ROI (ie. So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX).

NPS 186

NPS Customer Journey Net Promoter Score Social Media 186

SurveySensum

SEPTEMBER 25, 2023

Maximizing Your Video Marketing ROI: A Four-Step Guide Leveraging Customer Feedback Step 1: Collect Actionable Customer Feedback Collecting customer feedback shouldn’t be a mere checkbox activity; it should be an integral part of your business plan. Ready to boost the ROI of Video Marketing with feedback?

ROI 52

ROI Feedback Marketing Social Media 52

Beyond Philosophy

FEBRUARY 10, 2020

However, business is also all about return on investment (ROI). An example I use many times in my presentations is our work with Maersk Line. Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. .

2020 172

2020 Hospitality Return on Investment Telecommunications 172

InMoment XI

OCTOBER 9, 2024

Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks. Measure your CX performance. Customer Effort Score (CES) measures how easy it was for customers to perform a specific activity, like placing an order or reaching out to customer support.

Feedback 195

Feedback Social Media B2C 2024 195

GetFeedback

NOVEMBER 18, 2019

Think about the types of analysis you’ll need to conduct to tease out the story from the data, how you want to prepare it, and how you want to present it. . Deliverables, e.g., report, presentation, spreadsheets, etc. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Descriptive statistics. .

Feedback 199

Feedback Insights B2C Customer Satisfaction 199

Customer Bliss

AUGUST 4, 2016

By some measures, it’s 3-to-1 or 4-to-1 in terms of a focus on customer acquisition. There are actually also customer experience competency ‘recipe cards’ that you can use to quickly create ROI for your organization. Customer retention strategy: Know how to present the money side of it. How the idea will be measured.

Customer Retention 157

Customer Retention ROI Customers Measurement 157

Customer Guru

DECEMBER 13, 2017

About three years ago, I created a Slideshare presentation – 10 reasons why customer experience is more important NOW – that has been viewed around 20,000 times since then. One of the hardest question that a CEO gets asked from his or her board is to quantify the ROI on CX initiatives. Source: CX Networks. What will I do?

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119