Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual? One-Touch Resolution Rate : Are we resolving issues efficiently, or are cases being reopened? (e.g., The result?

Report 90

Report How To Effort Score NPS 90

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

AWS Machine Learning

MARCH 14, 2025

Although automated metrics are fast and cost-effective, they can only evaluate the correctness of an AI response, without capturing other evaluation dimensions or providing explanations of why an answer is problematic. Human evaluation, although thorough, is time-consuming and expensive at scale.

Knowledge Base 88

Knowledge Base Metrics System Comparison 88

ECXO

MARCH 20, 2024

Leading this session is our remarkable facilitator, Emma Sutton , from Oracle, a member of the ECXO leadership team. Her systematic approach shifts organizations from business-centric to customer/employee-centric operations, delivering significant improvements in key metrics while reducing costs and increasing revenue.

Case Study 156

Case Study Customer Centricity Leadership ROI 156

AWS Machine Learning

FEBRUARY 12, 2025

This approach allows organizations to assess their AI models effectiveness using pre-defined metrics, making sure that the technology aligns with their specific needs and objectives. referenceResponse (used for specific metrics with ground truth) : This key contains the ground truth or correct response.

e-support 90

e-support Comparison Metrics Analysis 90

Customer Bliss

MARCH 2, 2018

If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. You’ll need a lot of resources, backing from leadership, and a willingness across the organization to commit to ideas that upend existing practices.

Chief Customer Officer 189

Chief Customer Officer Leadership Case Study Resources 189

Heart of the Customer

SEPTEMBER 25, 2014

Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. The feedback has been tremendous, to the point where the city leadership is looking for more opportunities to plug in this capability.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

C3Centricity

AUGUST 6, 2024

As before, I provide supporting data and some inspiring case studies to get you going. Companies grapple with ingrained behaviours, leadership communication gaps, and inadequate training programs. Solution : The key lies in unwavering leadership commitment and consistent, clear communication.

Strategy 156

Strategy Customer Centricity Culture Case Study 156

Beyond Philosophy

SEPTEMBER 8, 2022

Whatever you choose as the metric, Patterson says, it is essential to get a baseline early so, as you test things, you’ll recognize improvement. It also involved communicating with leadership regularly about what the team learned and needed. – A case study appeared first on CX Consulting.

Case Study 97

Case Study ROI Study Customer Experience 97

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. Case Study. How Mark was awarded his role.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

InMoment XI

NOVEMBER 15, 2023

We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Experience Investigators by 360Connext

JULY 28, 2020

It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. CX leaders must understand what metrics matter at their company. What metrics are used? The higher up in the organization, the further away from dealing with customers directly. Is it consistent?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

InMoment XI

APRIL 3, 2023

The case studies in the books made sense. However, it wasn’t until a couple of years ago that our leadership team asked me to lead the effort to rethink and revamp our CX program: Elevate. We call this “Above & Beyond,” and it’s become a key metric for account health, customer satisfaction, and employee performance.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

DCX

FEBRUARY 11, 2025

Leadership barely notices. It's pretty deflating when leadership doesn't seem to notice, right? I once spent six months optimizing a key digital touchpoint, only to hear leadership say they had ‘no visibility’ into CX success. Compare key metrics from before and after your initiative. Sound familiar?

Self Service 52

Self Service Leadership Comparison Report 52

ChurnZero

MARCH 14, 2025

According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. 2: Dont lose sight of value realization metrics and the importance of a consultative approach as leading indicators of revenue goals. 3: CS leads to even more new customers.

Customer Success 52

Customer Success Case Study Sales Customers 52

Blake Morgan

JANUARY 20, 2022

Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. Denise is a skilled speaker, author and brand leadership expert. On her blog, Denise shares insights and case studies from big brands. . Bill Quiseng . Brad Cleveland .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Thematic

MARCH 30, 2025

Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For marketing teams, metrics such as customer retention , conversion rates , and social sentiment provide insight into campaign effectiveness. trends, patterns, and metrics).

Customer Insights 62

Customer Insights Data Analytics How To 62

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

One Size Doesn’t Fit All: Determining the Right CX Success Metric(s) for Your Organization. My fellow panelists and I discuss real-world case studies and trends around culture. Unleashing the Power of Employee Innovation in Experience Design. Take Advantage of Social Media. Have questions or want more information?

Social Media 146

Social Media How To Culture Customer Centricity 146

QuestionPro Audience

AUGUST 28, 2017

We will walk you through customer journey mapping and best practices and present alongside a case study with Emirates Airlines. When you have your mapping, you will be able to review all current customer metrics to ensure they align with key areas for customers. From there, you can then add metrics to track your performance.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Customer Bliss

JUNE 28, 2016

Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. Episode Overview. About Lesley. Customer experience lessons: The start-up playbook.

Customer Experience 111

Customer Experience Leadership Case Study Feedback 111

Maz Iqbal

SEPTEMBER 11, 2014

In the last post I illustrated what tends to happen when managers take the hard approach: set direction, communicate direction, set metrics to hit, change the bonus system. The participants hung out together doing team exercises, case studies, got feedback on their behavioural styles, and discussed the issues that the Hugh Russel was facing.

Customer Centricity 79

Customer Centricity Case Study Leadership Employee Engagement 79

Maz Iqbal

SEPTEMBER 17, 2014

Yet, they did not do so due to the silo based performance metrics to which they were held accountable – productivity in cleaning rooms. The maids cleaning the rooms were best placed to spot problems and alert maintenance. What is the insight that eventually hit the consultants? And what kind of results showed up?

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

CSM Magazine

JANUARY 2, 2025

Encouraging a Culture of Empathy A culture of empathy cant exist without leadership driving it forward. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. The result?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

CSM Magazine

JANUARY 2, 2025

Encouraging a Culture of Empathy A culture of empathy cant exist without leadership driving it forward. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. The result?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Customer Bliss

SEPTEMBER 15, 2016

The role of the customer leadership executive is to engage leaders and the organization to want to be a part of one-company storytelling and prioritization of actions to earn the right to customer-driven growth. The power in converge moves you towards one-company, customer-driven leadership. Digital storytelling: Be the storyteller.

Chief Customer Officer 100

Chief Customer Officer Case Study Leadership Feedback 100

CSM Practice

MAY 22, 2020

Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated. Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated. Number of case studies generated. Number of advocates. Number of bookings.

Customer Success 126

Customer Success Effort Score Metrics Customer Centricity 126

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

MAY 28, 2020

Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated. Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated. Number of case studies generated. Number of advocates. Number of bookings.

Customer Success 126

Customer Success Management Metrics Effort Score 126

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. Know yourself well • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Zeisler Consulting

JUNE 30, 2021

Not out of your top-line metrics, at least. If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years.

Effort Score 93

Effort Score NPS ROI Case Study 93

BirdEye

MARCH 6, 2025

Youll discover how to integrate platforms, track meaningful metrics, and build authentic connections that outlast fleeting digital fads. Track performance metrics to refine your social media strategy. Competitive review benchmarking Compare online reputation metrics against industry rivals. The payoff?

Tips 85

Tips Tools Social Media Multi-Channel 85

ClearAction

FEBRUARY 13, 2023

It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. FREE MODULE The post Leading Customer Experience as a Team Sport appeared first on Experience Leadership.

Sports 71

Sports Customer Experience Handbook Case Study 71

PeopleMetrics

JUNE 16, 2015

And only two-thirds are tracking CX as a metric on the company scorecard, alongside financial and operational KPIs. Many of these companies are undertaking short-term fixes and fighting fires, but they don't appear to have the visionary leadership necessary for customer experience differentiation. "All Talk, No Action".

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

InteractionMetrics

FEBRUARY 20, 2025

At Interaction Metrics, we take a smarter approach. Thats where Interaction Metrics comes in! When you partner with Interaction Metrics , you get a third-party survey partner who removes bias and gives you honest, reliable data. Dig Deeper into Your Scores Your NPS is an outcome, not an isolated metric. The result?

NPS 52

NPS Net Promoter Score Strategy How To 52