BlueOcean

APRIL 7, 2025

Get a short list of the best questions to ask about AI in the contact center regarding: AI Capabilities & Processes Balancing AI & the Human Touch AI Integration & Migration Measuring AI Success AI Use Cases Or, dive right into our full list of effective contact center RFP questions in our complimentary RFP template.

Contact Center 156

Contact Center Self Service Case Study Measurement 156

Customer Bliss

OCTOBER 28, 2021

Case Study: SOL Decided to Let People Set Their Own Targets. The more we free our people from rules,” Joronen says, “the more we need good measurements.” Want more case studies? The post Embed Trust, Energy and Joy in Work: A Case Study in Empowering Employees appeared first on Customer Bliss.

Case Study 148

Case Study Study Policies Government 148

ECXO

OCTOBER 23, 2024

Case Studies These case studies showcase tangible results, demonstrating the effectiveness of AI in addressing specific challenges: · Sephora : Sephora integrated AI through a chatbot, Sephora Virtual Artist, which allows customers to virtually try on makeup. 123 Real-World Success Stories for Your Inspiration 1.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

ECXO

AUGUST 12, 2024

Case Studies 1. Scale Customer-Oriented Solutions: Prioritize solutions that enhance customer experience, such as personalized services and robust data privacy measures, which can drive revenue growth and customer loyalty. Perceived Value: High-quality design can enhance the perceived value of a product.

User Experience 395

User Experience Case Study Financial e-support 395

InMoment XI

JANUARY 13, 2022

But when it became difficult to effectively measure and improve experiences, Chevron Federal Credit Union partnered with InMoment to create a holistic strategy for its customer service initiatives—and were able to power some incredible results. Read the full case study to learn more.

Case Study 370

Case Study NPS Survey Analytics 370

Beyond Philosophy

SEPTEMBER 3, 2022

Measure: How will you know if what you do is working? 14:43 Patterson explains the concept about putting Measure second in the list and why it is essential it is there. – A case study appeared first on CX Consulting. Analyze: What changes are possible that might improve experiences?

Case Study 113

Case Study ROI Study Net Promoter Score 113

Optimove

FEBRUARY 19, 2025

Download Now Session #5 – ComeOn Group: Tailoring the Experience: How Personalization Drives Measurable Results March 20 | 1:30 PM GMT Speaker: Sherwin Jarvand, ComeOn Group Personalization is the key to retention and revenue. Discover which level you are on and how you can move up. Read more Register now if you havent already.

Case Study 52

Case Study CRM Study Connections 52

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Metrics and Measurement for CX Success Using the right metrics is crucial in a CX transformation.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 26, 2024

By tracking these journeys, you can identify patterns, measure the success of any implemented changes, and spot potential gaps in the customer experience that may not have been visible in the initial mapping process. Step 9: Use the Customer Journey Map to Drive Action A customer journey map is only as good as the insights that come from it.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

JANUARY 27, 2022

Balancing Operations and Customer Experience: A Case Study. What complicates the policy above is the fact that now there is no certainty when New Zealand’s international borders will open quarantine free, what with the rise of the Omicron variant and nations reverting back to lockdown measures.

Airlines 397

Airlines Customer Experience Policies Financial 397

Kayako

JUNE 16, 2022

To give companies a way to track customer effort, the CCC came up with the Customer Effort Score (CES), a simple way to measure customer effort. Measuring CES leads to necessary insights for improving customer experience and retention. Obviously, in that case, the lower the score, the better. Discover Kayako Single View.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

Beyond Philosophy

SEPTEMBER 8, 2022

Rule #2: Measure. In the measurement phase, implementation teams establish what they consider an improvement. The measurement consideration comes at the beginning before we do things. First, one must establish how to measure the results. Then, once you take action, you can measure—and see—your success.

Case Study 97

Case Study ROI Study Customer Experience 97

Experience Investigators by 360Connext

OCTOBER 26, 2017

ANY consistently measured score, whether it’s Customer Satisfaction ( C-Sat) or Net Promoter Score (NPS), or some combination of things, is better than nothing. Compelling case studies about how it was used make it seem attainable. and changes how their team measures customer experience.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

Lumoa

APRIL 3, 2018

The question is, how can you measure it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. If you ask about your brand, you will receive the measurements of brand loyalty, and if you ask about the particular product or service, you will more likely receive more product-detailed feedback.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. There are a variety of surveys and metrics you can use to measure these different elements. Customer Experience Measurement Techniques .

Measurement 118

Measurement Effort Score Customer Experience Data 118

ECXO

JUNE 19, 2024

Case Studies: AI in Action Automotive Industry: Enhancing Design Efficiency In the automotive industry, AI is being used to accelerate the design process and enhance product innovation. Companies must implement stringent data security measures to safeguard consumer data and prevent unauthorized access to AI-generated outputs.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

Calabrio

MARCH 5, 2025

Outline clear objectives The foundation of an effective voice of the Customer strategy lies in defining clear and measurable goals. In this case, their objectives might include reducing customer churn and increasing overall satisfaction among its clients. Discover what performance coaching is and why your CX team could use it.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

ECXO

DECEMBER 25, 2024

Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES). Use testimonials and case studies to showcase real-world impacts. Why It Works: Post-purchase engagement builds trust and encourages repeat business.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

CX Accelerator

DECEMBER 31, 2018

Are there too many, are they too “strict”, and in what way is it measured/are they held accountable? Find a way to measure employee engagement and hold the Supervisors accountable to this It sounds like they take measures and their accountabilities seriously…make them focus on this! They have a free or paid version.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. It’s all about your people. And it’s also about…your people.

Case Study 152

Case Study Airlines Conference Wait Times 152

Retently

NOVEMBER 13, 2024

Eliminating Guesswork : Say goodbye to endless size charts or trying to measure yourself with a tape measure. In the next sections, we’ll dive into how these benefits translate into measurable gains for ecommerce businesses and look at success stories from brands that have embraced VFR technology.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

BlueOcean

DECEMBER 18, 2018

5 What KPIs/metrics do you measure in tracking the effectiveness of your escalations from AI to live agent? MEASURING SUCCESS. You need to ensure that your customer support solution is being measured holistically, particularly when you introduce AI as part of an efficiency initiative.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Use real-life examples and case studies to illustrate the potential benefits of CX efforts. And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

AskNicely

JULY 17, 2018

After a trusted advisor suggested they start measuring their Net Promoter Score and formally collecting feedback, Biteable implemented AskNicely. Read the case study to learn just how all of these factors led them to three million happy customers and counting. GET THE FULL BITEABLE STORY.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

Kayako

AUGUST 12, 2022

In Kayako’s case study, How MercadoLead Provides Personalized Support To Every Customer , you can see the benefits of personalization in action for MercadoLead, a large customer with a diverse multilingual customer base. One way to do that is to begin to measure customer satisfaction via the customer effort score (CES).

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Lumoa

AUGUST 10, 2018

Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. That made NPS the most widely used metric both B2B and B2C.

Net Promoter Score 150

Net Promoter Score Infographics NPS B2C 150

Lumoa

AUGUST 10, 2018

Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. That made NPS the most widely used metric both B2B and B2C.

Net Promoter Score 150

Net Promoter Score Infographics NPS B2C 150

ECXO

DECEMBER 26, 2023

Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

rethinkCX

FEBRUARY 13, 2025

Ensure Strong Security and Compliance Measures Protect customer data with secure communication protocols and encryption. Case Study: How Outsourcing Transformed a Growing E-commerce Brand A mid-sized e-commerce company struggling with increasing customer service demands partnered with an outsourced support provider.

e-support 52

e-support Case Study Social Media Customer Satisfaction 52

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. How is success measured? What metrics are used?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

InMoment XI

SEPTEMBER 9, 2024

What frameworks or tools do they use to measure customer satisfaction and other CX metrics? In addition to the questions, a reputable customer experience consulting firm should offer proof of their success—whether through CX case studies, testimonials, or data showcasing improved customer satisfaction and ROI.

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Customer Bliss

MAY 15, 2019

The idea of “customers as assets” gives you a simple way to measure whether you did or did not earn the right to customer-driven growth. According to Econsultancy , only 42% of companies are able to measure customer lifetime value. ” Signal That You Value Customer Loyalty: A Case Study.

Case Study 164

Case Study Chief Customer Officer Video Course 164

Thematic

FEBRUARY 2, 2025

It’s better to start small and expand once you see measurable results. Step 5: Review Real-World Examples and Case Studies When considering how to choose text analytics tools, don’t just rely on feature lists or marketing promises. Start by visiting the vendor’s website and exploring their case studies.

Analytics 62

Analytics Tools Case Study How To 62

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Feedbackly

MAY 16, 2024

The Finnish clothing store chain Kekäle wants to differentiate itself from competitors by offering customers the best emotional experience in the industry, and measures it with the Emotional Value Index (EVI®). We needed a service that could help us understand our customer experience better,” stated Joonas Kekäle, CEO of Kekäle. “We

Case Study 105

Case Study Effort Score Ecommerce Touchpoint 105

CSM Magazine

MARCH 5, 2025

Assess their past experiences, case studies, or testimonials from clients in your industry. How Will You Measure Performance? Confirm that the outsourcing partner adheres to strict data protection regulations (like GDPR or CCPA) and employs robust security measures to protect customer information.

Customer Service 52

Customer Service Case Study Chatbots Customer Satisfaction 52

NICE inContact

DECEMBER 9, 2015

Managers can also get detailed reports that measure agent performance and live call statistics in real time. For more information on how Columbia Sportswear improved their customer service operations with inContact Cloud Solutions, please download the comprehensive case study here. That was unheard of in 2010.”.

Customer Service 188

Customer Service Contact Center e-support Call Center 188