GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. 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….

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

Report 185

Report Study Industry Interaction 185

CloudCherry

OCTOBER 25, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI. Watch the full Panel Discussion. ?.

CEM 170

CEM ROI Metrics Call Center 170

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report: Highlights specific examples of Read More.

Report 145

Report B2C B2B Groups 145

NICE inContact

MARCH 8, 2018

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. At Interactions 2018, you’ll be interacting with your peers from other business segments in addition to industry experts. You can still register at the early bird rate now through April 13, 2018.

Interaction 120

Interaction Conference Management How To 120

NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. The ROI of SaaS – Forrester Research. The post Planning for 2018? Happy reading! New Omnichannel Customer Experience Research – How Well Are You Doing?

Report 121

Report Contact Center Omni-Channel Call Center 121

CloudCherry

DECEMBER 1, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI. Watch the full Panel Discussion. ?.

CEM 150

CEM ROI Metrics Call Center 150

Experience Matters

SEPTEMBER 10, 2018

The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More.

NPS 149

NPS B2B Net Promoter Score Loyalty 149

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. With 2019 right around the corner, we put together a list of the top 3 webinars, infographics, whitepapers and videos from 2018. 2018 Field Service Trends: The 6 biggest field service trends we saw in 2018. Happy learning!

Resources 83

Resources Infographics ROI Social Media 83

Alliance by IFS

OCTOBER 17, 2018

In 2018, 42% of field service organizations have already incorporated Internet of Things (IoT) into their business, and 31% are planning to incorporate it in the next two years. The post The ROI of IoT Investments in Field Service appeared first on Astea. Next-generation challenges & business applications for IoT. Download Report.

ROI 94

ROI Analytics Report Survey 94

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) How do we show ROI?

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Alida

SEPTEMBER 21, 2018

People from VMware, Twitch, Jam City, Red Bull and Cleveland Clinic have been able to drive ROI by delivering insight that improved marketing campaigns, product development and the customer experience. Be an expert in ethical customer data management.

Innovation 145

Innovation Feedback Customers Engagement 145

Oracle

MARCH 30, 2018

On April 10 at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. Ready to register now for Modern Customer Experience 2018? Meet the 2018 Markies Finalists. Clarivate Analytics.

Omni-Channel 15

Omni-Channel Meeting B2C Airlines 15

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. It’s an interesting mix of industries at the top. The numbers will follow. Free CSAT Calculator. Get Calculator.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“Among all customers, 73% point to experience as an important factor in their purchasing decisions, behind price and product quality.” ( PWC, Consumer Intelligence Series, Experience is everything: Here’s how to get it right, 2018 ) So your first step is to understand WHY most people in your organization are actively trained NOT to think this way.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

GetFeedback

AUGUST 14, 2019

In 2018, car brands Lexus and Volvo tied as the number one luxury brand in the American Customer Satisfaction Index Automobile Report with a score of 85. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. Those two contenders led the category. Free CSAT Calculator. Get Calculator.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. An Intense Focus on Outcomes and ROI.

Trends 74

Trends Customer Success Effort Score ROI 74

ShepHyken

DECEMBER 24, 2018

CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success. 50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. Follow on Twitter: @Hyken.

Customer Service 95

Customer Service e-support Loyalty Data 95

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. With 2019 right around the corner, we put together a list of the top 3 webinars, infographics, whitepapers and videos from 2018. 2018 Field Service Trends: The 6 biggest field service trends we saw in 2018. Happy learning!

Resources 62

Resources Infographics ROI Social Media 62

BlueOcean

JANUARY 9, 2018

Here’s why: out of all available contact center tools, AI and chatbots are expected to gain the 3 rd highest ROI, after website capabilities and mobile applications. Ultimately, however, the ROI on AI in the contact center will be a massive motivator. Related Articles. The Evolution of Self-Serve Customer Service.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. Calculating the ROI of Chatbots.

Chatbots 180

Chatbots Self Service ROI Contact Center 180

C3Centricity

MAY 25, 2020

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. This post was first published in March 2018 and has been updated regularly to reflect the latest ideas, research and opinions. . Is this your case? The Current Situation with Data. Get Answers.

Technology 304

Technology Analysis Data Consumers 304

Comm100

DECEMBER 10, 2024

Ultrabet, a personalized bookmaker and online casino, recognized the importance of offering personalized support and started using Comm100s live chat in 2018. Customer Lifetime Value (CLV) Total revenue generated by a player Guides long-term marketing and retention decisions to maximize ROI.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

C3Centricity

AUGUST 17, 2020

With so much information available today, marketing is being challenged to demonstrate its ROI. in 2018, once again confirming that there continues to be no "significant" growth recorded in the past seven years! Contact us today for more information on adopting a customer-first strategy. Contact us Now. The industry grew a measly 2.1%

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

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.

Trends 173

Trends Customer Experience Self Service ROI 173

CloudCherry

DECEMBER 1, 2018

Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Personalized marketing automation. This is where integrating CX data with financial metrics can help.

CEM 186

CEM CRM ROI Survey 186

AskNicely

MARCH 15, 2018

In 2018, customer experience is everything. And on the ROI front, Harvard Business Review relates that “customers who have the best past experiences spend 140% more compared to those who had poor past experiences.”. The Customer Journey Has Evolved.

Customer Journeys 150

Customer Journeys Net Promoter Score Customer Experience NPS 150

Comm100

MARCH 19, 2018

If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look. In this webinar, we’ll help you learn what needs to change, giving you practical ideas for safeguarding and improving your customer satisfaction while being mindful of cost reduction and ROI.

How To 112

How To Competitive Advantage Exceptional Customer Service Customer Satisfaction 112

Calabrio

AUGUST 7, 2019

for the last five years according to S&P Global—selected Calabrio in 2018 to power its workforce optimization (WFO) initiative, we were excited. When ICCU—the number-one performing credit union in the U.S.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. This can be linked to business metrics to give a true ROI figure. Share this page on: Tweet. You might also be interested in these posts: Why your approach to knowledge is key to the customer experience.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 54

ROI Study Financial Loyalty 54

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! Want to know how to get the ROI out of Dreamforce? And there’s so much to do and see! To get the most out of the week I’ve put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! Have colleagues not attending DF?

Contact Center 75

Contact Center ROI Customer Service Meeting 75

NICE inContact

OCTOBER 24, 2018

If you haven’t already, you can register now through November 30, 2018 at the amazing Super Save rate of just $1,095, which includes all training sessions. It spells out all the benefits, including ROI, and why Interactions 2019 is a can’t-miss event!

Conference 120

Conference ROI Employee Engagement Interaction 120

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. Lower customer churn and higher revenue growth. Increase in sales / upsells and referrals. More reviews and testimonials.

Net Promoter Score 150

Net Promoter Score Customer Success NPS Culture 150

CloudCherry

NOVEMBER 13, 2018

Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. 90% of consumers find personalization appealing , according to a 2018 Epsilon study. Personalized marketing automation. This is where integrating CX data with financial metrics can help.

CEM 170

CEM CRM ROI Survey 170

GetFeedback

SEPTEMBER 20, 2019

Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. A 2018 CustomerThink study found that firms may start out using NPS or CSAT, but over time tend to use multiple metrics including composite indicators that can be proven to link to desired business outcomes. . Free CSAT Calculator.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278