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.

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

InMoment XI

FEBRUARY 24, 2022

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? When you’re presenting a business case, the goal shouldn’t be complexity. Tip #1: Break Down Metrics.

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

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Looking ahead, 2025 presents exciting opportunities to refine and expand these innovations.

2024 109

2024 2025 Omnichannel Social Media 109

eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience.

Contact Center 199

Contact Center Virtual Agent Healthcare E-support 199

InMoment XI

DECEMBER 15, 2022

But, the challenge lies in gathering data and linking it to meaningful business KPIs such as customer loyalty , customer acquisition , or generally proving program ROI. Watch the full presentation here! Gathering data in today’s business environment is easier than ever before.

Social Media 397

Social Media 2019 Metrics Customer Journey 397

Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership?

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Experience Investigators by 360Connext

JANUARY 7, 2025

My client had just returned from a presentation to her executive committee. Related resource : Customer Experience ROI: Tying CX Investments to Business Success Customer Experience ROI: Tying CX Investments to Business Success Prove customer experience ROI with strategies to tie CX investments to measurable CX metrics and outcomes.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

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

eglobalis

SEPTEMBER 28, 2024

Such behavior is out of sync with Toyota’s global brand ethos and presents challenges in delivering a consistent customer experience across markets, especially when dealing with small, family-owned dealers. Some dealerships seem to focus only on return on investment (ROI), missing the broader concept of value exchange with customers.

Automotive 474

Automotive Loyalty Return on Investment Transportation 474

Customer Bliss

OCTOBER 3, 2017

Understanding Quick ROI. Enrique: When he presented his first road map at Zurich, the CEO was about to retire. Enrique is also a sought-after speaker and has spoken in some Customer Experience conferences and has appeared in major Spanish newspapers and magazines. That’s 197, 260 per day.) The Pay It Forward Question.

Chief Customer Officer 125

Chief Customer Officer ROI 2004 2015 125

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

eglobalis

JULY 2, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. The emergence of advanced data analytics and real-time feedback mechanisms presents a transformative opportunity for organizations to transcend the constraints of NPS.

NPS 456

NPS Feedback Net Promoter Score B2C 456

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. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

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

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

InMoment XI

AUGUST 31, 2023

Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI. Integrated Actions : The ultimate goal is to eliminate any and all silos that exist in many companies, facilitating a coordinated, data-driven approach to prioritising which action will get your business the best results.

2023 195

2023 Workshop 2024 Events 195

InMoment XI

FEBRUARY 15, 2023

Building the Foundation for A Successful CX Program: Moving Beyond the Continuous Improvement Framework Beyond those five core stages, though, there are certain foundational and organizational elements that must be present for CX to thrive in your company. And your C-Level executives, board and shareholders expect this.

Sports 221

Sports Leadership Lifetime Customer ROI 221

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. It’s visual story telling that’s set up as an experience – a way for your leaders and organization to step through the customer’s life.

Engagement 205

Engagement ROI Leadership Customers 205

ClearAction

NOVEMBER 3, 2023

How to Quantify CX ROI Lynn Hunsaker Quantifying CX ROI has been a top challenge, but it’s amazingly simple when you take the right approach. What will the ROI be? one-time investment to stop this issue forever (hours x salary) 9,708% ROI to stop this issue: [($50,625 – $1,734,000) / $1,734,000] x -100 Wow!

ROI 62

ROI Workshop Sales Loyalty 62

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. 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

Stella Connect

DECEMBER 9, 2021

Consider the current opportunities during your present experience that you can alter to drive customer emotions to a more favorable outcome. Why Memory is the #1 Way to Drive Customer Service ROI in 2022. The post Guest Post: The #1 Way to Drive Customer Service ROI in 2022 appeared first on Stella Connect.

ROI 85

ROI 2022 Customer Service Customer Satisfaction 85

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. Scalability Scalability and efficiency present another set of challenges. Schedule a demo to learn more about our conversation analytics solutions.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

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. As Liquidation Channel’s Alex Paez-Gerstenhaber said during her presentation, customer experience should be a strategic priority. Get closer to your employees.

Retail 189

Retail 2018 ROI Touchpoint 189

GetFeedback

NOVEMBER 30, 2018

If you’re still not sold on live chat’s ROI, you should be when you hear this: FurstPerson reports that 77% of consumers won’t make a purchase unless there is a live chat feature available. When replying to any question or inquiry, be conscious of how you are presenting your responses. Be mindful of your writing style.

Customer Service 236

Customer Service Customers Presentation 2018 236

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 Insights Feedback Loyalty 195

Customer Bliss

AUGUST 29, 2017

There is no better feeling than creating great ROI through human connection.”. Because the business of Hallmark is essentially relationships, to some extent customer experience is embedded within the organization — which presents one less challenge than many companies face when getting more serious than CX.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

InMoment XI

NOVEMBER 25, 2015

[Slideshare] Some data about the imperative of CX, its ROI, and its important future trends. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered.

Automotive 150

Automotive Customer Experience ROI Presentation 150

InMoment XI

NOVEMBER 25, 2015

[Slideshare] Some data about the imperative of CX, its ROI, and its important future trends. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered.

Automotive 150

Automotive Customer Experience ROI Presentation 150

Alida

SEPTEMBER 22, 2016

The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. iamAMLW Great job on your presentation at #VCSummit Being the voice of your consumer is critical in our business. Get more ROI out of your content. Embrace the authenticity challenge. broadcast still rocks!

2016 267

2016 Innovation Marketing Insights 267

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

InMoment XI

FEBRUARY 8, 2023

CX leaders must have the will and influence to drive demonstrable culture change, improvement, and ROI no matter where they report within the company. Look for the next article on the other organizational elements that need to be present beyond the CX leader and core team. It’s not easy, but nothing worth doing ever is.

Sports 221

Sports Financial ROI Leadership 221

Beyond Philosophy

JULY 18, 2024

They didn’t engage with the other side as much as their present viewpoint, and the articles only reinforced their opinion on the topic. In other words, we discover that what drives the return on investment (ROI) is not the organization’s focus. I like to listen to podcasts about politics. Now, this finding is a good thing.

ROI 78

ROI Customer Experience Customers Presentation 78

InMoment XI

MARCH 18, 2024

Predicting the Future with Data Harnessing the power of richer insights goes beyond understanding the present; it involves predicting the future. Connected Teams Driving CX Impact: With predictive simulations and strategic ROI alignment, teams can leverage 100% of CX data to drive impactful initiatives.

Insights 195

Insights Multi-Channel Webinar Social Media 195

Customer Bliss

MAY 23, 2018

Carolyne began to present her findings to leadership through weekly team meetings. to determine their employee ROI. They prioritized their needs and decided to tackle the following: People : if you get the right people, you have an opportunity to reduce attrition, improve quality and customer experience.

Sports 197

Sports Customer Experience E Commerce Travel 197

Thematic

MARCH 30, 2025

In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. And companies leading in AI-driven CX strategies are more than twice as likely to report positive ROI from their efforts. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Insights Feedback E-support 62