CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. After all, low hanging fruit and quick wins are great confidence boosters.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

InMoment XI

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. Measuring ROI At the heart of Footlocker’s CX programme lies a focus on measuring return on investment (ROI), which includes various analysis of performance and impact.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

InMoment XI

JULY 24, 2024

These services include things like consulting, training, and ongoing support aimed at optimizing every touchpoint in the customer journey. 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

inQuba

MARCH 12, 2025

However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging. MTA accounts for all touchpoints in the customer journey, assigning credit to each channel based on its contribution to conversions. However, it lacks real-time adaptability and relies heavily on past data.

ROI 52

ROI Customer Retention Connections Measurement 52

CloudCherry

FEBRUARY 20, 2019

If you’re in the middle of a meeting and discover there’s a new friction point impacting customers, how long would it take to add a new touchpoint with your existing CX platform? A real-time solution would let you pull up the customer journey in the meeting, add a touchpoint and start gathering insights right then. Decreasing churn?

CEM 273

CEM Touchpoint Omnichannel ROI 273

Retently

NOVEMBER 13, 2024

This smooth transition between channels not only makes shopping more convenient but also keeps each touchpoint personalized, as virtual fitting room data can inform in-store recommendations. By addressing the most critical challenges in ecommerce, VFRs deliver a powerful return on investment.

Retail 144

Retail Social Media Technology Brands 144

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. After all, low hanging fruit and quick wins are great confidence boosters.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. After all, low hanging fruit and quick wins are great confidence boosters.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CloudCherry

DECEMBER 23, 2019

On this episode, Mike shares some of his day-to-day practices, some of which include regularly asking himself, “What are we doing to drive the improvement of each touchpoint?”, But, don’t be too lulled by his calming voice…This guy has some dynamic advice on dealing with Customer Challenges, and you’ll want to sit up and take notice!

CEM 195

CEM Customer Success Return on Investment Customer Relationship Management 195

InMoment XI

OCTOBER 18, 2023

That means capturing insights from every touchpoint and channel. These systems should drive tangible short- and long-term return on investment (ROI) that build an ROI-focused experience programme. This holistic approach provides a 360-degree view of the customer journey.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

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.)

2025 52

2025 Return on Investment ROI Download 52

Calabrio

MARCH 25, 2025

It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints. Customer journey mapping tools These tools focus on visualizing and analyzing the customer journey across various touchpoints. Detailed customer journey mapping across diverse touchpoints.

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. This alignment ensures that every insight, every decision, and every action contributes to a cohesive strategy, maximizing the return on investment. Enter analytics.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. They monitor metrics like cost per call (CPC) and revenue per interaction to determine the call center’s return on investment (Rter.

Call Center 195

Call Center Contact Center Social Media Metrics 195

ShepHyken

NOVEMBER 1, 2019

Multiple touchpoints: The actions a user takes while interacting with the company. Customer Journey Mapping can be divided into three categories: The Typical B2B Customer Journey Map: Pictorially represents touchpoints a customer engages with through the journey. Customer Journey Mapping Positions Your Company to Win .

Customer Journey Mapping 89

Customer Journey Mapping Customer Journey Customer Experience Touchpoint 89

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. Even organizations with running CX programs are often wondering how those efforts are paying off. So… Is customer experience worth it? Employee experience (EX) is in step with customer experience.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Calabrio

MARCH 4, 2025

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. Identify all the touchpoints they interact with, from initial research to post-purchase support. As consumers, we expect more than the flexibility of multiple channels. As businesses, we need to deliver.

Contact Center 52

Contact Center Omnichannel 2025 Touchpoint 52

Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years.

Chief Customer Officer 150

Chief Customer Officer Customer Experience Social Media Return on Investment 150

Customer Bliss

MAY 26, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

InMoment XI

NOVEMBER 15, 2023

Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Monitor and Measure the Impact : Continuously monitor the impact of changes and adjust strategies accordingly. What is the ROI of Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

TechSee

SEPTEMBER 26, 2024

For enterprise leaders looking to optimize their customer service operations, the return on investment (ROI) of Agentic AI is undeniable. Agentic AI’s ability to deliver personalized, seamless service contributes to a higher NPS by creating positive experiences at every touchpoint.

ROI 124

ROI Average Handle Time Net Promoter Score NPS 124

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. Take an Omnichannel Approach: Marketers should adopt an omnichannel orchestration strategy to synchronize outreach to consumers through various touchpoints.

2023 111

2023 Consumers Brands Marketing 111

COPC

SEPTEMBER 23, 2024

We conducted proprietary research for the COPC Standards Committee, which reveals that only around 40% of contact center leaders report seeing a meaningful return on investment from sentiment analysis tools. They had invested in a sophisticated sentiment analysis tool to measure customer satisfaction in nearly real-time.

Feedback 82

Feedback Contact Center Return on Investment Touchpoint 82

C3Centricity

JUNE 8, 2020

There has been a lot of discussion in the past few years about the need to move from a return on investment to a return on relationships. They expect recognition at every touchpoint, even if in reality their decisions are influenced by their peers, more than by traditional marketing. From ROI / ROR to ROE.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

One Millimeter Mindset

DECEMBER 19, 2018

It is simply too short-sighted for any worthwhile return on investment to happen. Consequently, your perspective changes about what actually is a relevant and valuable customer touchpoint. Measuring effectiveness of programs, services and return on investment becomes more strategically customer-focused.

Customer Retention 73

Customer Retention Return on Investment Workshop Sales 73

ClearAction

SEPTEMBER 16, 2016

Focus on survey scores rather than customer survey verbatims, journey maps focused on a touchpoint, and other common practices obscure an accurate big picture of the end-to-end customer life cycle. Businesses need to define scope and boundaries to maintain productivity and return on investment. Next Steps.

Customer Experience 106

Customer Experience Return on Investment Chief Customer Officer Customers 106

SurveySensum

SEPTEMBER 4, 2019

Believe it or not, the only predictor of customer loyalty is the overall study of customer behavior at various touchpoints and how customers are engaging with the brand. Also, sophisticated CX software – SurveySensum is suitable to help track and monitor customer interactions across multiple touchpoints.

Customer Experience Management 70

Customer Experience Management Customer Experience Management Touchpoint 70

ChurnZero

MARCH 4, 2021

“We expect Customer Success to gain even more strength as a department as a result of this increased attention on the customer and revenue retention, and we are steadfast in providing our customers with a strong return on investment.”. ChurnZero is headquartered in Washington, D.C. For more information visit [link].

Return on Investment 98

Return on Investment Customer Success Innovation Touchpoint 98

delighted

DECEMBER 5, 2022

Let’s take a look at the 4 ways to make the most out of a free survey program and capitalize on its infinite return on investment (ROI). Take advantage of that Thank you page touchpoint to offer them value. You’re ready to expand to more survey touchpoints. Apply your branding to your survey.

Net Promoter Score 92

Net Promoter Score Touchpoint Return on Investment Feedback 92

Oracle

MARCH 5, 2019

It designates a strategy where companies leverage a combination of multiple touchpoints, both online and offline, to spread the word about what they offer and build customer loyalty. Omnichannel marketing has been the talk of the town among marketers and customer experience practitioners over the past decade.

Omnichannel 72

Omnichannel Marketing Return on Investment Advertising 72

ClientSuccess

MAY 14, 2019

When I do this, I focus primarily on return on investment (ROI) whether it be success criteria or desired outcomes. Valued Engagement Touchpoints. Once you have a system in place, I’d recommend defining valued engagement touchpoints. Reactive vs. Proactive. If a customer’s renewal were tomorrow…would they renew?”.

Touchpoint 45

Touchpoint Customer Success Engagement Return on Investment 45

BirdEye

DECEMBER 19, 2024

Solution: Implemented Birdeye Surveys AI , integrated with their PMS (Appfolio), to automate feedback collection at key touchpoints: Move-in surveys Work order completion surveys Renewal feedback Custom resident satisfaction surveys Results: 54% increase in NPS promoters within 6 months Maintained a 4.5-star

Marketing 52

Marketing Social Media Hospitality ROI 52

Thematic

AUGUST 7, 2019

As I later learned, in the business world, ROI or Return on Investment calculations play a similar role. When calculating the costs of investments into CX, these are the typical areas companies invest into: 1. Measuring NPS of their customers at various touchpoints and identifying underperforming touchpoints.

ROI 123

ROI 2019 NPS Metrics 123

Alida

NOVEMBER 8, 2017

My hope is to improve on the strong foundation that has already been laid by sewing together the customer touchpoints and transitions to ensure a seamless customer experience. Register to learn how customer-centric brands are achieving return on investment for customer relationships.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

C3Centricity

MAY 20, 2019

There has been a lot of talk recently on moving from a return on investment to a return on relationships. They expect recognition at every touchpoint, even if in reality their peers influence their decisions more than does traditional marketing. From ROI / ROR to ROE.

Hospitality 106

Hospitality Hotels Social Media Return on Investment 106

BirdEye

DECEMBER 30, 2024

Provide exceptional customer service: Ensure every touchpoint delivers a professional and seamless experience. Success is measured using metrics like conversion rates, cost per lead, patient acquisition rate, and return on investment (ROI). Simplify appointment scheduling: Offer user-friendly options like online booking.

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

Eptica

MARCH 28, 2018

Part of this is due to rising consumer expectations, but it is also due to a failure of VoC programs to deliver a real return on investment by driving significant changes in the business. Potential customers can therefore drop out, even at the checkout, without you being able to intervene in time. Share this page on: Tweet.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65