InMoment XI

AUGUST 18, 2022

Evaluate and demonstrate results of experience initiatives including organizational change, improved metrics, and financial impact while determining appropriate next steps. A Common CX ROI Misperception.

ROI 418

ROI Customer Experience Webinar Financial 418

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. Tip #1: Break Down Metrics. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. 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

Experience Investigators by 360Connext

JUNE 17, 2015

” Listening to 10 calls allowed me to see a pattern otherwise not recognized by metrics. Turn the weekly metrics report into definable action steps. I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. Take notes! Join me for free !

Customer Experience 251

Customer Experience Social Media Metrics Call Center 251

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. Why should businesses analyze CX metrics? NPS, CSAT, CES.it Think about it.

Metrics 117

Metrics Feedback NPS Loyalty 117

InMoment XI

NOVEMBER 2, 2022

InMoment recently held a webinar with representatives from Forrester, an independent market research firm, to give you the answers you need about CX ROI. If you want to learn more about extracting ROI from your CX program, watch the full webinar here!

ROI 370

ROI Return on Investment Airlines Call Center 370

GetFeedback

NOVEMBER 25, 2019

Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. Get the Guide. Check it out!

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Training, online events and webinars. We’ve offered online courses and webinars for WOMMA , Online Marketing Institute , Marketing Profs , and various companies around the globe.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. To close out the webinar, Temkin presented six trends to consider which can help shape your customer insights efforts going forward. 6 key trends of customer insights.

Webinar 150

Webinar Insights Customer Insights Presentation 150

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.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

InMoment XI

OCTOBER 26, 2022

By having engaged, customer-centric employees, you will see an increase in the frontline metrics that matter to your organization. If you want to learn more about leveraging customer data to craft seamless, differentiated experiences in store & online, watch the full webinar here!

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Webinar 98

Webinar Touchpoint NPS Definition 98

ChurnZero

DECEMBER 21, 2022

If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022.

Webinar 98

Webinar 2022 Customer Success Metrics 98

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. By 2024, organizations providing a total experience will outperform competitors by 25% in satisfaction metrics for both CX and EX,” says Gartner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

InMoment XI

APRIL 23, 2024

These models can uncover metrics such as churn likelihood and quality assurance which allows AI to do all the hard work with efficient AI algorithms, optimising operational efficiency without exhaustive manual reviews so your supervisors don’t have to waste time manually reviewing agent calls.

Social Media 195

Social Media Insights Feedback Loyalty 195

ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

InMoment XI

JULY 4, 2022

Integrating this data against your CX metrics is essential to the success of your business. For more in depth information on these four steps to building an ROI focused customer experience program, watch the full webinar here ! Along with that, it will also store financial and operational data from within your business.

ROI 370

ROI Return on Investment Social Media Measurement 370

SurveySparrow

FEBRUARY 14, 2022

In our recently concluded virtual HR summit, Refine EX, Anisa Aven, the CEO of Turnkey Coaching & Solutions , perfectly started her webinar with this line. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar.

Metrics 98

Metrics Webinar 2022 ROI 98

ChurnZero

JUNE 9, 2023

So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.” CS team members at all levels would do well to learn about metrics that can better articulate the effect they have on churn, renewals, and expansions.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. You should have also determined the metrics you are going to measure to track success and measure the ROI of your CX program.

ROI 195

ROI Net Promoter Score Webinar Financial 195

Experience Investigators by 360Connext

MAY 12, 2020

The Reality: We Have Metrics Available, We Just Need to Use Them. There are widely-used, well-regarded metrics available to help organizations quantify their customer experience success. Customer Effort Score (CES): This metric measures the amount of effort a customer feels is required on their part when interacting with your brand.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. During the webinar, Franz discussed eleven mistakes that companies make when mapping the customer journey.

Customer Journey Mapping 203

Customer Journey Mapping Customer Journey Webinar Document 203

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Metrics that Matter: Tracking Contact Center Performance Key Performance Indicators (KPIs) In the vast ocean of data, KPIs emerge as the lighthouse, guiding businesses safely towards their desired destinations.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Insights Net Promoter Score 98

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. Without tracking and understanding this important metric, it’s impossible to know if you are delivering the experience your customers are expecting from you. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Alida

JUNE 15, 2018

In a recent webinar , Marcus shared his thoughts on elevating the role of UX teams and the biggest trends shaping the industry. To show value and ROI, you need to speak the language of business, and that means we got to start talking about metrics” Marcus said. Many webinar attendees were curious about speed as well.

User Experience 166

User Experience Webinar Workshop ROI 166

CloudCherry

MARCH 28, 2019

Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? In the past, CX professionals have had to rely on proxy metrics like NPS and CSAT to show their impact on the business. Connect CX to ROI – understand how CX improvements affect real business metrics.

Insights 231

Insights CEM NPS ROI 231

SurveyGizmo

FEBRUARY 4, 2021

Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. Loyalty metrics depend upon the business, their product, and their customer base. You can find it here.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

InMoment XI

OCTOBER 8, 2024

Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs. You can use metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to monitor specific aspects of your customer experience and identify areas of improvement.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

GetFeedback

SEPTEMBER 24, 2019

In fact, we recently partnered with our friends at Forrester and launched a webinar on how to build a simple and effective VoC program that impacts the bottom line. . The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Check out the full webinar recording here. Guide to Boosting Customer Loyalty.

ROI 150

ROI Webinar Sales Loyalty 150

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

Metrics 98

Metrics Customer Success 2021 NPS 98

Totango

JUNE 30, 2020

Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. They can apply granular product usage and customer behavior metrics to produce a bird’s-eye view of the current health of every customer within their responsibility. Get started for free today.

Communication 127

Communication Webinar Metrics Customer Retention 127

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. Leverage guides, webinars, video tutorials, and newsletters to inform customers. How to Use NPS to Reduce Customer Churn Net promoter score (NPS) is a valuable metric for understanding customer loyalty and reducing churn.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. To Improve the Digital Experience, You Can’t Ignore Emotions.

Net Promoter Score 138

Net Promoter Score Hospitality Webinar Airlines 138

InMoment XI

JULY 20, 2023

We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. It seems like the internet is full of ChatGPT “hacks” these days.

Customer Experience 284

Customer Experience Customers Webinar Brands 284

eglobalis

OCTOBER 1, 2017

Over the past several years, the field of customer experience management has matured, we are seeing more and more companies recognize its importance as a key ingredient in building and maintaining customer loyalty, retention, engagement, measuring with the right KPIs and metrics. Webinars, Panels and other online learning.

Customer Experience Professionals 154

Customer Experience Professionals CEM Customer Experience 2011 154

InMoment XI

OCTOBER 23, 2024

Offer regular digital literacy classes or webinars to help customers become familiar with banking apps, online transactions, and cybersecurity practices. Part of the transformation enhanced retention and acquisition, along with improving key business metrics through its partnership with InMoment. References McKinsey & Company.

Banking 195

Banking Customer Experience Financial Touchpoint 195