CSM Magazine

FEBRUARY 12, 2025

But here’s the thing: successful CX transformation isn’t about jumping on the latest tech bandwagon it’s about following a proven roadmap to results. In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

InMoment XI

OCTOBER 24, 2023

By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. This alignment ensures that every insight, every decision, and every action contributes to a cohesive strategy, maximizing the return on investment.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Education Services Group

APRIL 25, 2021

A 2020 Forrester report determined that a well-designed Customer Success program can yield a 91% return on investment over a three-year period. CS Roadmap. A Customer Success roadmap is a detailed view of your organization’s goals as well as your plans for how you’ll reach those goals in the near and long term.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

Alida

NOVEMBER 8, 2017

What’s on your roadmap for customer initiatives at Vision Critical? Register to learn how customer-centric brands are achieving return on investment for customer relationships. You wouldn’t continue to socialize with a friend that you didn’t enjoy spending time with or if you didn’t derive value from the relationship.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Customer Bliss

AUGUST 22, 2018

Do you have a roadmap for CX? Investments that drive partial improvements in each area but don’t connect in a real and meaningful way at the customer contact point have limited return on investment. Have an organized annual planning approach that dedicates time to the customer objectives and customer investment. #CX

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

Wootric

OCTOBER 7, 2020

Wootric is ranked #1 in ROI (Return on Investment). In the G2 report, Wootric averages 9 months to return on investment, versus an average of 19 months for the experience management category. Wootric also outperforms the category on all satisfaction measures including ease of use.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

Customer Bliss

AUGUST 22, 2018

Do you have a roadmap for CX? Investments that drive partial improvements in each area but don’t connect in a real and meaningful way at the customer contact point have limited return on investment. Have an organized annual planning approach that dedicates time to the customer objectives and customer investment. #CX

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

CustomerSuccessBox

DECEMBER 4, 2019

Return On Investment: Problems are not only eternal, they are incremental. To what extent does your solution solve the customer’s problems, how much progress was the team able to make, what are the next steps, what is the bigger picture, the roadmap you have chalked to achieve long term success, yada yada yada.

Customer Success 59

Customer Success Roadmap Return on Investment Definition 59

Calabrio

NOVEMBER 1, 2016

When implementing speech analytics, the pressure is on to quickly realize return on investment. This may involve implementing new coaching and training within the contact center, or adjusting product roadmaps to fix a defect or add a feature that customers are requesting. Launching a #cctr #analytics program?

Contact Center 81

Contact Center Return on Investment Webinar Roadmap 81

Thematic

JUNE 17, 2024

They shared actionable insights on maximizing the return on investment (ROI) of VOC, moving beyond surface-level metrics to create real business impact. Your Roadmap to VOC ROI: Key Takeaways and Next Steps Paul Stevenson and Rick Denton's insights reveal that maximizing the ROI of VOC involves a multi-faceted approach.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

BirdEye

DECEMBER 19, 2024

To measure the success of your AI marketing strategy, track key performance indicators (KPIs) such as conversions, customer lifetime value, and return on investment (ROI) using tools like Salesforce and Google Analytics. How can I measure the success of my AI marketing strategy?

Marketing 52

Marketing Social Media Hospitality ROI 52

Talkdesk

JANUARY 12, 2018

In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience. To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option.

Contact Center 40

Contact Center 2018 Return on Investment Roadmap 40

Talkdesk

JANUARY 12, 2018

In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience. To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option.

Contact Center 40

Contact Center 2018 Return on Investment Roadmap 40

Centercode

JANUARY 22, 2021

But they’ve invested so much time and energy into continuing customer research and testing that their roadmaps align with where their customers are naturally headed. At every step of the way, they’re consulting customers and refining their roadmap, adding or improving features, and cleaning up design.

Roadmap 59

Roadmap User Experience Return on Investment ROI 59

inmoment

AUGUST 13, 2020

Technology alone won’t help with demonstrating return on investment. You need a motivated team behind yours to design the roadmap of experience management success. Leverage Available Resources . Relying on our partners at InMoment (previously MaritzCX) has extended my impact and strengthened our business outputs. ”.

Return on Investment 52

Return on Investment Sports Voice of Customer Roadmap 52

Talkdesk

MARCH 24, 2020

This drives significant return on investment (ROI) by reducing agent training time and improving First Call Resolution (FCR), Net Promoter Score (NPS) and Average Handle Time (AHT). Knowledge Base Administrators. The post Who benefits from an AI-powered knowledge base? appeared first on Talkdesk.

Net Promoter Score 57

Net Promoter Score Average Handle Time Contact Center Virtual Agent 57

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 68

Roadmap Advertising Return on Investment ROI 68

C3Centricity

MAY 11, 2020

For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” This is the same for every project, not just that of adopting a customer-first strategy. ” However, unlike most other projects, adopting a customer first strategy will not have an end date!

Customer Centricity 98

Customer Centricity Chief Customer Officer Return on Investment Culture 98

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation.

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

customer sure

MARCH 18, 2024

You need to design the process for a return on investment from the outset. Implementation Roadmap To de-risk your new VoC programme, you should adopt a phased roll-out.

Touchpoint 62

Touchpoint Return on Investment Competitive Advantage Feedback 62

Gainsight

JULY 5, 2022

The return on investment (ROI) of CS is clearly seen and justifies bringing in CS operations to make it more seamless, prescriptive, and proactive. Every journey begins with a roadmap, and every business motion starts with a strategy. We used to say that CS needed to be a top-down, company-wide motion.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

Centercode

APRIL 16, 2019

I always recommend making a program metric roadmap. Start by showcasing submitted issues, then build a plan for implementing idea and praise submissions into your product metric roadmap. By showing continuous improvement to the program, its measurable impact and return on investment (ROI) will be obvious. Example Metrics.

Metrics 65

Metrics Net Promoter Score ROI Leadership 65

Hero Digital

NOVEMBER 26, 2018

Develop an Achievable CX Roadmap. With multichannel data at your fingertips, you can develop an achievable roadmap to moving into the “Strategic” and “Leading” capabilities of seamless integration between platforms. This of course is only scratching the surface of CX personalization. The Path to Strategic CX Leader.

Multi-Channel 46

Multi-Channel Roadmap Touchpoint Return on Investment 46

BirdEye

APRIL 11, 2023

However, its key function is to evaluate your range of products to determine which to invest more heavily in, which to maintain, and which to eliminate completely from your catalog. With a well-crafted strategic plan in place, you’ll have a roadmap to success and a way to monitor your progress along this exciting journey.

Download 98

Download ROI Financial Return on Investment 98

VDS

AUGUST 26, 2024

In this article, we’ll share our approach and explain why having the right partner is crucial for maximizing your return on investment (ROI) in a cloud contact center. Optimized ROI: Our long-term focus allows for strategic planning and phased implementation of advanced features, maximizing your return on investment.

Contact Center 52

Contact Center Return on Investment ROI Roadmap 52

Gainsight

MARCH 21, 2019

Number One: No return on investment—no return at renewal. On the other hand, how well do you know your product roadmap? So without any further ado, let’s take a closer look at seven of the most common reasons why customers churn and how to stop them.

ROI 78

ROI Webinar Return on Investment Customers 78

Hero Digital

FEBRUARY 18, 2019

It takes time, people, resources, investment…it’s not something that happens overnight.” ” To maximize return on investment for data analysis, the first step for stakeholders is being realistic about what data can do. The reality is that analysis and using data in effective ways isn’t easy. Want the full scoop?

Return on Investment 58

Return on Investment Roadmap Presentation Insights 58

Gainsight

JUNE 17, 2021

As you look to save time and gain optimal focus on your product roadmap strategy, we’ll dig into the top five reports to help you balance feedback, fuel better decisions, and build your product road map. Unfortunately, not every KPI is going to add value to your plans. How do you create a product road map? Feedback Analysis.

Management 52

Management Return on Investment Demo Feedback 52

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Leverage Customer Experience Analytics with Voice of the Customer Customer experience analytics is your roadmap to truly understanding what drives customer satisfaction – and dissatisfaction.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Leverage Customer Experience Analytics with Voice of the Customer Customer experience analytics is your roadmap to truly understanding what drives customer satisfaction – and dissatisfaction.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Leverage Customer Experience Analytics with Voice of the Customer Customer experience analytics is your roadmap to truly understanding what drives customer satisfaction – and dissatisfaction.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

West Monroe

OCTOBER 12, 2018

Employees and customers need to understand the value and what is in it for them to go on this journey, and they look to their leaders to give them a sound digital vision and roadmap. That is why we believe strongly that change management is the “first mile” of every digital transformation journey. Enter Digital Change.

Return on Investment 40

Return on Investment Culture Roadmap Leadership 40

West Monroe

JANUARY 30, 2019

A full-scale, company-wide, CX transformation takes a significant operational and financial investment. Given that most companies will need to transform in phases, CX leaders need to continuously show progressive return on investment. Iteratively develop your work.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

Integrity Solutions

NOVEMBER 29, 2022

For your investment in sales training to pay off in terms of a tangible return on investment, you must begin with the end in mind and make measurable goals part of the discussion upfront. And that can jeopardize future budgets. The post Sales Training Metrics That Matter appeared first on Integrity Solutions.

Metrics 86

Metrics Sales ROI Financial 86

Pointillist

NOVEMBER 18, 2021

Without understanding why customers use each product and gauging their level of success, it’s easy to incorrectly prioritize your product roadmap. Customer journeys take the guesswork out of understanding the impact and return on investment on digital product initiatives. Omnichannel Interaction Data is Siloed or Nonexistent.

Customer Journey 45

Customer Journey Contact Center Metrics Roadmap 45

ChurnZero

MARCH 31, 2020

They’ve also reevaluated their product roadmap, pausing less relevant items, so they could launch a new feature two months early. But how do you systematically ensure they are maximizing their return on investment? Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

Amity

APRIL 22, 2016

When customers reach their goals using your product, they are being successful and, as important, they are seeing such a good return on investment they want to to do more with it. You want to identify the goals and corresponding needs of your customers to help them succeed.

Return on Investment 48

Return on Investment Sports Roadmap Events 48