Northridge Group

MARCH 4, 2025

They learned of our […] The post Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI first appeared on Northridge Group. The client needed to revamp its existing coaching program to improve AHT (Average handle time) and NPS (Net promoter score).

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

ECXO

MARCH 20, 2024

Leading this session is our remarkable facilitator, Emma Sutton , from Oracle, a member of the ECXO leadership team. eAAQApHd About Dr. Additionally, she collaborates with AI and CcaaS vendors to align technology solutions with the needs of businesses.

Case Study 156

Case Study Customer Centricity Leadership ROI 156

InMoment XI

NOVEMBER 15, 2023

By leveraging customer experience analytics, not only can businesses stay ahead of the competition but also uncover valuable trends and patterns that can significantly impact their growth and market leadership. What is the ROI of Customer Experience Analytics? Most organizations struggle proving ROI with their CX programs.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

ClientSuccess

OCTOBER 5, 2020

But do you also have a good idea on the ROI they can ‘deliver’ to your team? What is customer ROI? Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer. Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

NobelBiz

NOVEMBER 5, 2024

Lack of a supportive work culture: Contact centers often operate in high-stress environments where, without effective leadership, agents can feel isolated and undervalued. Instead, they seek collaborative and supportive leadership that empowers them and fosters a sense of belonging.

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

Thematic

MARCH 30, 2025

In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. And companies leading in AI-driven CX strategies are more than twice as likely to report positive ROI from their efforts. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Data Analytics How To 62

CX Centric

JULY 27, 2023

Nate Brown the Chief Experience Officer of Officium Labs was the keynote speaker for the Roi of the CX online event. Nate’s presentation was mainly based on a case study that one can surely use in understanding what is expected in the ROI transformation process in CX. We are a global community.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. A review program. This is a problem for vendors.

Case Study 86

Case Study ROI B2B Study 86

Optimove

MARCH 19, 2025

From Optimove CEO Pini Yakuel unveiling the Positionless Marketing Movement, to real-world case studies, deep-dive product sessions, and an inspiring closing keynote by futurist Nikolas Badminton, the day was packed with insights, innovation, and practical strategies for the future of marketing.

Connections 52

Connections Marketing CRM Banking 52

Natalie Petouhof

MAY 11, 2016

Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. In its sixth year, the Constellation SuperNova Awards will recognize individuals who demonstrate leadership in nine categories: • Internet of Things – A network of smart objects enables smart services.

Case Study 40

Case Study Study Innovation Leadership 40

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. These papers are from large research organizations such as HBR and Forrester who have proven the CX value in terms of ROI. If you would like any of these resources, contact us and let us know!

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

delighted

SEPTEMBER 8, 2021

Read the full FIGS case study here. For example, in my role now, I can’t stand up in leadership meetings and say, “We closed $14 million in Monthly Recurring Revenue.”. There’s a lot of talk about the ROI of customer experience. In 2017, he completed Seth Godin’s AltMBA focused on strategic leadership.

Customer Experience 95

Customer Experience Net Promoter Score Healthcare Apparel 95

Zeisler Consulting

JUNE 30, 2021

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. That’s awesome, and I’m sure the entire leadership team is intrigued. Even I’ve done it myself!)

Effort Score 93

Effort Score NPS ROI Case Study 93

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. The components of a business case include: Goals and objectives for the social customer care initiative.

ROI 45

ROI Social Media Airlines Customer Service 45

Lithium

AUGUST 17, 2022

Proving ROI in marketing takes a vastly different approach than the next day's Metrics. company Randstad as our primary case study. Tell us what Thought Leadership topic you want us to cover next! Subscribe to our BRAND NEW Thought Leadership label and never miss a new article or blog. There is T.V.,

ROI 52

ROI Marketing Social Media Analytics 52

NobelBiz

APRIL 15, 2025

Real CX leadership happens when you train your team to think, feel, and respond like humans. ’ Read Case Study Conclusion Compliance keeps you out of trouble. Whats the ROI of emotional intelligence training? Customers can tell. Its like talking to someone whos reading from cue cards instead of actually listening.

Training 40

Training Connections Contact Center Call Center 40

Lithium

AUGUST 3, 2022

Welcome to the Khoros Thought Leadership series on the cost-saving tactics and benefits of using the Khoros platform! Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. Case Study | Khoros. This is part 1, an expert interview. Parker Hicks.

ROI 52

ROI Marketing Social Media Advertising 52

Clarabridge

JUNE 13, 2017

Land: With Paul Powers’ appointment as Dorel Juvenile President and CEO in 2013, our leadership took the reins to give consumers a seat at the table. Want a more detailed account of how Dorel Juvenile drove ROI with a simple shift? Check out the case study here ! Can you describe your VoC journey? .

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

BirdEye

APRIL 15, 2025

Content that nurtures existing leads into paying customerslike demos, case studies, or ROI calculatorsis just as important as what brings them in. HubSpot: Inbound done right HubSpots content flywheel is the gold standard for inbound marketing, from free tools to templates and thought leadership.

Marketing 52

Marketing Social Media Multi-Channel Brands 52

Amity

NOVEMBER 6, 2017

You’ve probably heard of this concept in the context of team management and leadership : employees perform better when they’re congratulated and thanked for doing something right. You’ll realize white glove customer success at scale is a whole lot easier than you might think. Congratulate Them. Ty Magnin, Appcues' Blog.

How To 81

How To Roadmap Case Study Tips 81

Amity

MAY 19, 2017

Here are some breathtaking examples of beautifully designed video case studies – time to get inspired! Why it’s so great: HubSpot is giving us a great example of “ practice what you preach ” by diving right into the Inbound Methodology and delivering a powerful case study informed by a specific buyer persona.

Video 57

Video Case Study Study Roadmap 57

ChurnZero

DECEMBER 14, 2022

“This has led to an increase in cross-sells as well as client advocacy which for ClearGov includes references, participation in webinars and events, and case studies.”. Increasing product adoption and customer ROI with thoughtful approaches. Adoption Hero: Cision.

Customer Success 98

Customer Success Meeting NPS Customer Satisfaction 98

Centercode

DECEMBER 22, 2020

The ROI of Testing Pre-Release Products with Centercode. How Arris Saved $1M by Fixing Bugs Before Release (Case Study). Increasing Efficiency. Our customers were crushing it this year, and we couldn’t be more proud of the role we played in their success. Other Highlights. How to Decrease Beta Testing Costs by 40% (Blog).

eBook 75

eBook Case Study ROI Roadmap 75

AWS Machine Learning

SEPTEMBER 18, 2024

This technology allows companies to identify and target new customers who closely resemble their best existing customers, thereby optimizing marketing efforts and improving their return on investment (ROI). This could include interactive tutorials, workshops, and detailed case studies showcasing real-world applications of the platform.

Tools 123

Tools Innovation Resources Analytics 123

Natalie Petouhof

APRIL 26, 2016

This new case study shows the depth and strength of how GM is taking advantage of what social media can provide to the business. What’s interesting – and if you follow me, you know I am an ROI gal – is that GM was able to trace their social interactions to actual car sales.

Social Media 40

Social Media Self Service Engagement Case Study 40

BirdEye

MAY 3, 2023

Popular content marketing channels are: Website Forums Social media Podcasts Review sites Case studies Search engine optimization (SEO) Wondering how to do more with the content you create for your business? Quality content engages your audience, showcases your expertise, and positions your brand as an industry leader.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

BirdEye

MARCH 6, 2025

Donts that hurt your online presence Ignore personal branding and thought leadership Small business owners and entrepreneurs should establish a personal brand by sharing insights, case studies, and success stories. Using a mix of text, video, and interactive media increases engagement and attracts a broader audience.

Tips 85

Tips Tools Social Media Multi-Channel 85

Thematic

MARCH 30, 2025

If you have the data, compare two segments: Customers who received follow-ups Customers who gave feedback but never heard back Their renewal rates, spend levels, or churn patterns will often reveal the ROI of closing the loop in very real business terms.

Feedback 62

Feedback Roadmap Effort Score NPS 62

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. Customer Financial Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Influitive

JULY 17, 2014

While leadership skills are listed in all marketing executive job descriptions, the role of portfolio manager is often overlooked. Your goals will help you determine your ROI, so decide what success looks like for you. In my experience, however, one of the most important is portfolio manager. Set goals for each of your investments.

B2B 45

B2B Marketing ROI How To 45

Gainsight

OCTOBER 2, 2023

CS Operations is growing because it drives efficiency and squeezes more ROI from the CS organisation. Others use this sentiment measure to drive advocacy by guiding promoters to leave a review, provide a case study, or be a reference. CS Operations are becoming more important and more common in companies with 20+ CSMs.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

CS Operations is growing because it drives efficiency and squeezes more ROI from the CS organisation. Others use this sentiment measure to drive advocacy by guiding promoters to leave a review, provide a case study, or be a reference. CS Operations are becoming more important and more common in companies with 20+ CSMs.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

JUNE 11, 2021

The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. ONE Powerful Word That Can Transform Your Customer Relationships with the incredible Nils Vinje, Founder and CEO at Glide Consulting and 30 Day Leadership. Human-First Customer Success.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Happy or Not

APRIL 1, 2025

Case studies: businesses that improved CX with real-time feedback Many leading brands have transformed their customer experience by implementing real-time customer feedback solutions. Companies can drive meaningful change by analyzing feedback trends, creating structured action plans, and ensuring leadership support.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Second to None

MAY 8, 2018

No other marketing tactic comes close to matching this ROI. Citing case studies and testimonials helps you drive your point home. Provide more case studies, testimonials, and similar evidence to convince those who have not made a purchase yet. After all, most online shoppers never complete their purchases.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

ClientSuccess

APRIL 20, 2017

His career has been mostly about growing and driving adoption and measuring ROI of his customers. After those roles, Paul has held a variety of other leadership roles in B2B SaaS companies—all with the goal of establishing Customer Success best practices and methodologies, like the “Customer Success Hub Effect” which we’ll explore below.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

West Monroe

FEBRUARY 11, 2024

From conversations at the Manufacturing Leadership Council’s December 2023 Manufacturing in 2030 event, it became clear that the industry is still far from delivering on the vision of Industry 4.0. A case study in building on the foundation This particular application of M4.0 strategy is challenging.

Industry 52

Industry Case Study Analysis Technology 52