rethinkCX

MARCH 4, 2025

Lets dive into four case studies of brands excelling in customer experienceand uncover lessons your call center can steal. Case Study 1: Zappos The Joy of Going Off-Script Zappos, the online shoe retailer, isnt just selling footwearits selling happiness. What separates the great from the good? Common threads?

Case Study 52

Case Study Study Brands Customer Experience 52

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

InMoment XI

JANUARY 13, 2022

Chevron Federal Credit Union overcame customer experience problems many businesses struggle with: turning survey metrics to meaning, systematizing structured and unstructured data, and providing excellent customer support. Read the full case study to learn more. This success story can be your success story too.

Case Study 370

Case Study NPS Survey Analytics 370

Beyond Philosophy

SEPTEMBER 3, 2022

22:04 We discuss the third in the list, Analyze and how the changes you make are going to improve the experience and move the metric identified in the second step, Measure. – A case study appeared first on CX Consulting. Click here to learn more about Beyond Philosophy’s Suite of Services.

Case Study 113

Case Study ROI Study Net Promoter Score 113

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). Correlate these metrics with business KPIs like revenue growth, churn rate, and customer lifetime value (CLV). Use testimonials and case studies to showcase real-world impacts.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

AWS Machine Learning

SEPTEMBER 26, 2024

The integration with Amazon Managed Service for Prometheus makes it possible to export of metrics related to your HyperPod cluster resources, providing insights into their performance, utilization, and health. The following screenshot shows a Grafana dashboard.

Case Study 121

Case Study Video Training Innovation 121

InMoment XI

NOVEMBER 26, 2024

Step 5: Understand Customer Sentiment While customer sentiment is usually a metric reserved for consumers who have already become customers, it can be useful in creating a customer journey map. These metrics can help you drive transformative action within your organization.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Kayako

MARCH 3, 2016

We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Navigate this guide: Productivity metrics. Performance metrics.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

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 102

e-support Comparison Metrics Analysis 102

Experience Investigators by 360Connext

OCTOBER 26, 2017

There is no perfect metric. Sometimes overly enthusiastic new customer-centric champions become enamored with the idea of that perfect metric. Compelling case studies about how it was used make it seem attainable. Then that might tell you about a cycle of unhappiness you need to correct.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

NICE inContact

JANUARY 11, 2019

One of the biggest changes for contact centers that will result from the implementation of chatbots and voicebots is the need to re-think quality metrics. Just as today we evaluate human agents and IVRs, we need to understand what metrics make sense for assessing bots. appeared first on NICE inContact Blog.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Calabrio

MARCH 5, 2025

VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training. This requires analyzing industry-standard marks in key VoC performance metrics and tracking your contact centers performance against them over time.

Contact Center 100

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

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. Using truly customer-focused metrics. Get personal with metrics.

Case Study 152

Case Study Airlines Conference Wait Times 152

Lumoa

DECEMBER 18, 2017

Jim mentioned another case, study of Jiffy Lube, an oil change provider in the United States. Recently, Bruce Temkin found out that 43% of CX professionals prefer NPS to other metrics, but also 42% of those consider NPS just “another metric”. Hopefully, that system will change the way we analyse feedback in 5-10 years."

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

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. – A case study appeared first on CX Consulting. In the measurement phase, implementation teams establish what they consider an improvement. Subscribe today right here.

Case Study 97

Case Study ROI Study Customer Experience 97

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.,

Report 90

Report How To Effort Score NPS 90

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . But how do you measure satisfaction?

Customer Satisfaction 93

Customer Satisfaction NPS Metrics Net Promoter Score 93

Lumoa

AUGUST 10, 2018

That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. Let's have a look at how NPS has become the most popular customer experience metric. Are your customers complaining or are they praising your services?

Net Promoter Score 150

Net Promoter Score Infographics NPS B2C 150

Lumoa

AUGUST 10, 2018

That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. Let's have a look at how NPS has become the most popular customer experience metric. Are your customers complaining or are they praising your services?

Net Promoter Score 150

Net Promoter Score Infographics NPS B2C 150

Genroe

OCTOBER 16, 2023

In this video, Wolters Kluwer Asia Pacific staff, including the CFO/COO, discuss the links they have uncovered between Net Promoter Score data and key business metrics.

Case Study 52

Case Study Net Promoter Score Study NPS 52

Lumoa

APRIL 3, 2018

Keep in mind that NPS only becomes a truly valuable metric, if its “why”-question is properly collected, analysed and heard. “ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. The more popular NPS was getting, the more misused the metric became.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

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 84

Knowledge Base Metrics System Comparison 84

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. The absence of an organized system with accessible client details undermines your customer service reps.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

BlueOcean

DECEMBER 18, 2018

5 What KPIs/metrics do you measure in tracking the effectiveness of your escalations from AI to live agent? Metrics like AHT and FCR are basic enough; find out how your potential vendor is also measuring customer experience and satisfaction – and how that is impacted by AI. #8

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

ECXO

JULY 22, 2024

Increasing Annual Recurring Revenue (ARR) For subscription-based B2B companies, ARR is a critical metric. Strategies include: Analytics Tools: Tracking key metrics to gain insights. Personalized Recommendations: Using data to suggest relevant products or services.

B2B 207

B2B Customer Experience Self Service e-support 207

ECXO

MARCH 20, 2024

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. eAAQApHd About Dr. Natalie specializes in driving better experiences that translate into tangible business results.

Case Study 156

Case Study Customer Centricity Leadership ROI 156

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

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Gather Data and Insights To support the business case, gather relevant data and insights that demonstrate the impact of CX on the identified business outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

GetFeedback

JUNE 22, 2019

Remember that your NPS survey represents a valuable customer loyalty metric. She’s a blogging sensei—you’ll often find her writing case studies, help documentation, and articles about customer support for Supported Content. ” But it can also be so much more. About the guest author.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

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. Case Study. In my book Chief Customer Officer 2.0 , there is a case study on Audi’s work around cultural commitment.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

C3Centricity

AUGUST 6, 2024

As before, I provide supporting data and some inspiring case studies to get you going. Take Zappos, for example – they’ve woven customer service into the very fabric of their core values, reinforcing this through ongoing training and aligning it with customer success metrics. times higher customer retention and 1.9

Strategy 156

Strategy Customer Centricity Culture Case Study 156

Uniphore

JUNE 10, 2021

Getting rid of outdated EX metrics and KPIs. 24 Contact Center Automation Case Studies that Reveal Game Changing AI and RPA Strategies. Educating, engaging and empowering employees. Basing automation tech “success” on the employee experience. Make Every Agent Your Best Agent With AI & RPA Powered Real-time Agent Assist.

Call Center 246

Call Center Self Service Contact Center eBook 246

Lumoa

AUGUST 25, 2020

While content like blogs, infographics, videos, and podcasts improve your search engine visibility and add to your credibility, specific blog posts, industry reports, case studies, and whitepapers also help in retention by bringing your existing customers back to your site for insightful information. Image source: MyCustomer.com 3.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

rethinkCX

FEBRUARY 13, 2025

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. Ensure Strong Security and Compliance Measures Protect customer data with secure communication protocols and encryption.

e-support 52

e-support Case Study Social Media Customer Satisfaction 52

Retently

JUNE 28, 2022

It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Create Customer Success Stories and Case Studies. It is utterly important to show in the case study how the customer benefited from your product instead of making it a sales pitch.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

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