Experience Investigators by 360Connext

APRIL 23, 2024

Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales. This loyalty translates into substantial financial benefits, as loyal customers are not only more likely to make repeat purchases but also to advocate for the brand, thereby increasing referrals and sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

eglobalis

JUNE 27, 2024

Sales and delivery teams provide invaluable data through regular customer interactions. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Oracle, SAP, Amazon, Samsung, and NTT use VOC to refine their products and services.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. Virtual and Augmented Reality (VR/AR) VR and AR technologies, used by platforms like Unity and ARKit, create immersive and interactive experiences for customers.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

JANUARY 27, 2025

But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI. For most companies, this scenario remains unrealized potential.

Call Center 195

Call Center Contact Center Social Media Apparel 195

InMoment XI

FEBRUARY 3, 2025

Conversation intelligence is a technology that collects, interprets, and analyzes conversational interactions, typically between customers and businesses. CI technology enables real-time insights into customers not just as a whole but also divided into locations. So what does this have to do with location-based marketing?

Social Media 195

Social Media Events Call Center Multi-Channel 195

InMoment XI

OCTOBER 28, 2021

I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. Marketing and Sales have to correctly position your products and services, and set proper expectations for how customers can use them and, more importantly, what benefit(s) they will derive.

Airlines 370

Airlines Government Webinar ROI 370

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. Startups often lead in cutting-edge AI adoption due to their agility.

Contact Center 199

Contact Center Virtual Agent Healthcare E-support 199

TechSee

SEPTEMBER 26, 2024

Enter Agentic AI , a game-changing technology that not only automates repetitive tasks but also has the cognitive intelligence to handle complex, context-driven interactions independently. In this post we will explore the best practices and strategic considerations when determining your core objective: projecting the ROI of Agentic AI.

ROI 124

ROI Average Handle Time Net Promoter Score NPS 124

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

OCTOBER 24, 2024

InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. Hubspot The Hubspot customer engagement platform is differentiated by its inbound marketing capabilities, which makes it an excellent choice for organizations looking to bring marketing, sales, and customer service under one roof.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

GetFeedback

MAY 2, 2019

It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. How to Justify the Case for CX in Your Organization (and Prove the ROI!).” Proving the ROI of your CX initiatives. Why your leadership should care about CX.

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

TechSee

DECEMBER 11, 2018

To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. However, aside from short term ROI, improving your call center customer experience strategy requires careful consideration for the long term as well. Technologies: Data Analytics, AI, AR solutions.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

Experience Investigators by 360Connext

JANUARY 7, 2025

The most successful CX teams align every department around the CX mission and foster collaboration across marketing, sales, support, and technology teams to ensure consistent CX. Aligning CX and customer service is often considered given the direct overlap, however, customer service isnt the only area to focus on.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InMoment XI

AUGUST 13, 2024

By adopting this technology, companies can stay ahead of the competition, make data-driven decisions, and continuously improve their operations. Sales managers can also use this data to monitor performance, coach their teams more effectively, and scale successful practices across the organization.

Social Media 195

Social Media 2024 Return on Investment Contact Center 195

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Only one-third!

ROI 98

ROI E Commerce Metrics E-support 98

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data.

Technology 121

Technology Information Consumers Retail 121

TechSee

MAY 10, 2021

Our patented Computer Vision technology uses AI and AR to install and fix technical devices like routers and appliances in the most straightforward and cost-effective way. Our global sales team currently stands at 30, predominantly based in North America, the UK and throughout Europe. The TechSee sales experience is quite different.

Sales 109

Sales ROI Contact Center 2021 109

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. The Three Areas of ROI. This often gets translated into the following business text: SALES! MORE SALES! This means more revenue without more sales or more customers. Absurd, right?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

InMoment XI

OCTOBER 4, 2024

Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors. It increases revenue by bringing more sales from existing customers. By guiding you toward practices that improve customer satisfaction, CXM helps you boost sales.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

2019 173

2019 Customer Experience ROI 2025 173

Alida

AUGUST 16, 2016

Technology and social media has given more power and influence to customers. Communities reduce business costs and drive sales. The growth of this market shows that companies are seeing ROI from establishing online communities. Customers demand a seat at the table.

2015 0

2015 Social Media 2012 2019 0

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. The desire for a personalization in the sales experience has only grown in recent years. The same holds true across the sales-service continuum.

Sales 103

Sales Loyalty White Paper Contact Center 103

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. In recent years, the job of sales professionals has changed dramatically due to buyer self-education via the internet and social media. Speak to the unique value of each stakeholder .

ROI 150

ROI Webinar Sales Loyalty 150

Gainsight

JANUARY 26, 2022

CS adds value to all parts of your business, whether Product, Sales, or Marketing. By advising and incorporating CS ideas into other teams in your company, especially Sales, they make the team members better at what they do. A CSQL is similar to a Marketing Qualified Lead (MQL) or Sales Qualified Lead (SQL).

Sales 111

Sales Customer Success ROI Customer Centricity 111

InMoment XI

SEPTEMBER 3, 2024

A wealth of insights lies in the interactions between your organization and its customers; however, without specialized technology to analyze that data, those insights remain untapped. This data can then be used to provide sales and customer service teams with recommendations to optimize their sales processes and improve conversion rates.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

InMoment XI

FEBRUARY 12, 2024

Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. This puts you on the right track to creating a complete integrated customer experience program.

NPS 195

NPS Net Promoter Score Effort Score ROI 195

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. A research conducted by Avanade and Sitecore showed that there is a $3 return on investment (ROI) expected for every $1 invested in the customer experience. It is not too difficult to listen to the customer. Was it worth it?

ROI 113

ROI Customer Experience Financial NPS 113

InMoment XI

DECEMBER 13, 2024

Businesses relying on call centers to drive sales and strengthen relationships should invest in a call center dashboard. Uncovering these bottlenecks is key to smoother experiences that drive sales. These features are valuable for elevating call center operations and improving their ROI. What Is A Call Center Dashboard Used For?

Call Center 195

Call Center Contact Center Social Media Metrics 195

GetFeedback

MAY 9, 2019

As it relates to your customer experience strategy, it means streamlining customer insight across the organization, providing the right technology, and ensuring every employee can confidently talk to your CX program. How do you demonstrate the return on investment (ROI) for your CX program? . Reduced costs. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

AUGUST 9, 2024

This includes all touchpoints and interactions a customer has with a business, from initial awareness and consideration to purchase, use, and after-sales service. When choosing these goals, try to avoid broad goals such as “improve sales.” These metrics are important to showing the ROI of your customer experience efforts.

Customer Experience 221

Customer Experience Net Promoter Score 2024 Customer Journey Mapping 221

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

Thematic

MARCH 30, 2025

In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. With that data, they discovered a recurring theme: late-night sales calls were frustrating users—especially across time zones. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? Marketing and sales are the primary focus. They track sales, revenue, EBITDA, and profits, among other health measurements. So I asked, “What does that mean?” Short answer: It’s a marathon and not a sprint.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. By focusing on VoC ROI, businesses can make data-driven decisions that enhance customer experience and drive business performance. In fact, research has shown that addressing complaints effectively can drive significant ROI.

ROI 62

ROI Net Promoter Score Return on Investment Multi-Channel 62

Beyond Philosophy

FEBRUARY 10, 2020

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. . However, business is also all about return on investment (ROI). New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

Calabrio

FEBRUARY 28, 2025

Voice analytics, in short, is technology that transforms spoken words into actionable insights. Voice analytics vs. speech analytics: Understanding the nuances Voice analytics technologies have flourished in the enterprise contact center, especially with the latest advances in AI. What is voice analytics?

Contact Center 52

Contact Center Insights Average Handle Time Call Center 52

Blueshift

JANUARY 3, 2025

Heres a closer look at how CDPs compare: CRM (Customer Relationship Management) : Designed to manage customer relationships, CRMs primarily track sales, support, and service data. Why CDPs are Rising in Popularity The demand for CDPs has skyrocketed due to a combination of evolving technology and shifting consumer expectations.

E Commerce 52

E Commerce Marketing E-support ROI 52