InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. So how should a CX practitioner go about bridging that gap in communication? Tip #1: Break Down Metrics. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. Tip #2: Tell Stories.

Tips 370

Tips ROI Metrics Touchpoint 370

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 130

Call Center Measurement Self Service How To 130

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. Platforms like Slack, Microsoft Teams, or Asana allow for seamless communication, real-time collaboration, and visibility into projects across teams.

Customer Journeys 446

Customer Journeys Culture Leadership Effort Score 446

Customer Bliss

FEBRUARY 12, 2019

Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. . So, for every key meeting we want to give leaders this fearless, simple metric of our ability to earn this and grow this asset. ” Did You Honor Your Customer?

Metrics 195

Metrics Chief Customer Officer Video Customers 195

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

InMoment XI

OCTOBER 23, 2024

Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. Proactively communicate with customers. Regular communication helps build trust and keeps customers engaged with your services. It is a proven way of retaining customers. Accessed 10/14/2024.

Banking 195

Banking Customer Experience Effort Score Financial 195

Experience Investigators by 360Connext

JANUARY 7, 2025

Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. Each of the above examples includes CX metrics you may choose to track.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

TechSee

MARCH 19, 2019

When more enquiries are handled by AI-assisted agents – for example with best-next-step recommendations – are traditionally measured agent performance metrics still accurate? Customer care center metrics in the era of self-service clearly require a different approach. New Self Service KPI Metrics. Call Deflection Rate.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

InMoment XI

OCTOBER 20, 2022

The idea of simply “managing” metrics tells your business where you are and where you’ve been, not necessarily where you’re going. Frontline employees need strategic communication. The importance of closing the loop with customers and gaining actionable feedback was mentioned in nearly every presentation we heard!

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. These metrics can help you drive transformative action within your organization.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Retently

OCTOBER 16, 2024

This smart, efficient tool transforms your everyday communication into a strategic data collection engine that fuels CX improvements and business growth. Key Takeaways Email signature surveys enable effortless, real-time feedback gathering directly from daily communications, turning each email into a valuable data collection opportunity.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. When you break down those silos and create channels of communication across departments, your business will see more success in the areas that matter most!

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

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. 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!

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. Communication. Communication. If there’s one gap in almost every organization, it is usually around communication. Cultures are built on communication.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Experience Investigators by 360Connext

JULY 20, 2021

93% of CX leaders surveyed by McKinsey reported using a survey-based metric as their primary means of measuring CX performance. Is there governance around how to best approach surveys and the methods in which they’re presented to customers? They might lead to identifying where more communication and education are required.

Customer Journeys 361

Customer Journeys Social Media Survey Contact Center 361

NICE inContact

JANUARY 11, 2019

As seen in the graphic, 91% of the 2,400+ consumers surveyed agree that they expect companies to provide a seamless experience when moving from one communication method to another, e.g., from phone to text or chat to phone. Just as today we evaluate human agents and IVRs, we need to understand what metrics make sense for assessing bots.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

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? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Report 90

Report How To Effort Score NPS 90

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. Boosting SEO and PPC Efforts 7.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

AUGUST 24, 2022

There is so much more to communication than just the words we say. In fact, studies suggest that as much as 90% of communication is non-verbal. But it wasn’t until the advent of digital communication and big data mining that sentiment analysis became a viable business tool. Take sarcasm, for instance. The new slogan made me.”

Analysis 370

Analysis Effort Score Feedback Analytics 370

C3Centricity

APRIL 2, 2018

Lack of alignment on important metrics. Brand image and brand equity metrics. Awareness of communications. Besides measuring your chosen metrics, trends often mean more than the numbers themselves – in many markets the numbers will be going up anyway. Business objectives not clearly defined. Customer profiles.

Handbook 275

Handbook Marketing ROI Social Media 275

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Given this backdrop, it’s easy to ascribe this insecurity with and disconnection from investors to personal flaws and incompetence or inherent incompatibility – when what these differences really come down to is communication styles. Board meetings.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. Key Metrics and Steps to Consider for Measuring ROI 1. Strategy First.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

BlueOcean

OCTOBER 4, 2023

Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. The value of that improved metric plays a big role in the client’s bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

AUGUST 3, 2021

They are designing customer feedback surveys and strategizing around the onboarding communications. They are communicating directly with customers and presenting to leaders. Questionnaires and Voice of the Customer (VOC) metrics. Some CX leaders try to take on every part of the customer journey. It IS a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics How To Effort Score Self Service 98

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. The idea behind journey management is that it brings together disparate silos that don’t often communicate or collaborate — or, at least, don’t do those activities well.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Customer Bliss

OCTOBER 17, 2017

I think you’ll learn a ton, regardless of what level you are within CX presently. Communicating a plan and a vision to other executives, and/or changing their focal points. Year 1 vs. Year 2 vs. Year 3 in terms of what needs to get done and be presented upwards. The Big Themes Of This Episode.

Customer Experience 57

Customer Experience Net Promoter Score Customer Journeys Self Service 57

Kayako

MAY 18, 2017

When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. Imagine a world where reply time, a pillar of customer support metrics, wasn’t the critical factor — but it was customer context? You felt heard, and understood! So you message them on live chat or maybe send a tweet.

Loyalty 224

Loyalty Customer Journeys Study Tips 224

Lumoa

JULY 21, 2022

In the telecom context, customer experience management is the practice of creating a seamless and efficient ecosystem that’s conducive to communication between client and provider. The idea is to create a consistently positive experience for customers, regardless of the communication channel. . Customer Loyalty and Retention.

Customer Experience 221

Customer Experience Telecommunications CEM Customer Journeys 221

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. This article was adapted from a portion of ChurnZero’s BIG RYG session “ Customer Success as a Profit Center ” presented by Matthew Brown, Director Customer Enablement, Solink.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

C3Centricity

JANUARY 21, 2019

They might not be firmly agreed, but at least everyone will have had the chance to review possible outcomes and think about their consequences, before the results are presented. Unless there is a significant change in the market such as a powerful new competitor or communications drive, bi-annual or at most annual metrics are sufficient.

Marketing 292

Marketing Study Analysis Measurement 292

Customer Bliss

MARCH 15, 2019

Chelsie tells that she was able to create a dashboard story around the present situation, while also leading up to where SnackNation should be in the 90 days, and lastly, by the end of the year. Make Your Dashboard Metrics About Human Beings, Not Just Revenue. Present Information to Leadership In A Digestible Format.

Customer Journeys 162

Customer Journeys NPS Leadership Metrics 162

AWS Machine Learning

JANUARY 13, 2025

It compares the extracted text against the BQA standards that the model was trained on, evaluating the text for compliance, quality, and other relevant metrics. Key success metrics anticipated include: Faster turnaround times for generating 70% accurate and standards-compliant self-evaluation reports, leading to improved overall efficiency.

Report 95

Report Guidelines Comparison Analysis 95

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. How are those insights communicated to drive action? What are your top CX Metrics? . You can do this, too. Customer Feedback.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

InMoment XI

SEPTEMBER 3, 2024

This data can then be used to provide personalized feedback and coaching to employees based on their communication patterns and skill gaps. Scalability Scalability and efficiency present another set of challenges. Impact Analysis : Identify key factors and opportunities that have the most significant influence on your metrics.

Analytics 195

Analytics Data Social Media Average Handle Time 195