InMoment XI

NOVEMBER 13, 2024

It provides a competitive advantage. With effective customer experience management , you can re-engage customers who might otherwise be lost to your competition. It provides a competitive advantage. Churn prediction improves your chances of retaining them and maintaining your competitive edge.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. Key Metrics and Steps to Consider for Measuring ROI 1. And the results that go with them!)

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. Conversely, if competitive advantage comes from efficiency and scale, the CX strategy might focus on digitizing interactions for speed and ease.

B2B 314

B2B Customer Journeys How To Effort Score 314

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. If the ROI doesn’t justify the time, cost, and resources required to develop the feature, it might be better to focus on other initiatives. Would a workaround or alternative solution better suit the customer?

Feedback 486

Feedback ROI Innovation B2B 486

TechSee

DECEMBER 3, 2024

These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. There’s also a clear difference in ROI when automating simple informational tasks versus more complicated service interactions. Still, not all service challenges are the same.

Customer Experience 124

Customer Experience Virtual Agent Competitive Advantage Interaction 124

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

InMoment XI

AUGUST 17, 2017

Creating better executive alignment can skyrocket CX program ROI Is your company still struggling with getting executive buy-in for customer experience initiatives? Today, the customer experience (CX) has become the competitive battleground and differentiator for all businesses. If so, you’re not alone. View Article

Competitive Advantage 170

Competitive Advantage ROI Customer Experience Company 170

InMoment XI

OCTOBER 24, 2024

Competitive Advantage While most companies claim to be customer-obsessed, a recent study showed that only 15% are actually customer-obsessed, meaning their business is focused on growing by delivering value to their customers. InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Calabrio

FEBRUARY 28, 2025

Essentially, voice analytics can unlock the hidden potential within your contact centers conversationsand turn your interactions into a competitive advantage. An example of voice analytics in action One notable real-life example of the benefits of AI in voice analytics can be seen with a global contact center, Centerfield.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

InMoment XI

AUGUST 17, 2017

Creating better executive alignment can skyrocket CX program ROI Is your company still struggling with getting executive buy-in for customer experience initiatives? Today, the customer experience (CX) has become the competitive battleground and differentiator for all businesses. If so, you’re not alone. View Article.

Competitive Advantage 150

Competitive Advantage ROI Customer Experience Company 150

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Increasing revenue with NewsCorp Australia.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Comm100

MAY 19, 2020

Competitive advantages. It’s been shown that live chat can drive 3x – 5x more conversions and deliver up to 6000% ROI. Competitive Advantages. So, what competitive advantages come with live chat? Here’s a quick rundown of some of the biggest live chat benefits: Reduce expenses.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Calabrio

MARCH 4, 2025

Cost Savings + Increased Revenue = Greater ROI While the initial investment in software and implementation might seem daunting, an omnichannel approach to customer service can bring an incredible return on investment. By operating more efficiently and increasing overall productivity , organizations can reduce costs.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

InMoment XI

NOVEMBER 15, 2023

Competitive Advantage : Companies that prioritize customer experience often outperform their competitors. 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.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

CX Accelerator

APRIL 1, 2020

The Ugly News: The truth of the matter is your CEO wants a simple answer to a complex question, but the fact remains that the industry doesn’t know (or can’t agree at least) on how to answer the ROI question. CX leaders are in a unique position that, to my mind, happens once a generation. Stuart Whyte is a Founding Director at ImpactSense.

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

GetFeedback

JANUARY 12, 2020

Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: . CustomerThink CX research finds that more Winning CX programs–those claiming tangible ROI or competitive advantage–focus on creating a distinctive or “signature experience” such as the Southwest example I’ve shared.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

PeopleMetrics

FEBRUARY 6, 2025

Tying CX to Financial Performance: AI can connect NPS, CSAT, and other CX metrics to customer retention and revenue growth, showing direct ROI. Benchmarking Against Competitors: AI can analyze social sentiment and industry trends, proving whether CX is a competitive advantage or a liability.

Leadership 62

Leadership Competitive Advantage Effort Score NPS 62

ECXO

APRIL 26, 2023

This makes it easier to prove ROI. Co-operation with the CCO makes it easier to prove the business value (the ROI) of a CX improvement. This creates competitive advantage in the market. Collaboration also makes it easier to measure the impact of investment if there are shared goals and KPIs.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Storyminers

JULY 8, 2020

You will learn about 2 transformation tools from our takeaway toolbox (‘DDIs’ & ‘ROIs’) and will be using them within 24 hours to get immediate results. Celebrity Service: Creating a client experience your competition could only dream of… Geoff Ramm Geoff Ramm is the creator and author of Celebrity Service.

Competitive Advantage 162

Competitive Advantage Culture ROI Customer Centricity 162

CX Accelerator

APRIL 1, 2020

The Ugly News: The truth of the matter is your CEO wants a simple answer to a complex question, but the fact remains that the industry doesn’t know (or can’t agree at least) on how to answer the ROI question. CX leaders are in a unique position that, to my mind, happens once a generation. Stuart Whyte is a Founding Director at ImpactSense.

Metrics 182

Metrics Competitive Advantage Leadership Financial 182

InMoment XI

FEBRUARY 23, 2024

Choose the ones most likely to engage with your product and that will lead to a positive return on investment (ROI). Evaluate Segment Attractiveness: Assess the attractiveness of each segment based on factors such as size, growth potential, profitability, competition, and alignment with organizational objectives.

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

Comm100

MARCH 19, 2018

In this webinar, we’ll help you learn what needs to change, giving you practical ideas for safeguarding and improving your customer satisfaction while being mindful of cost reduction and ROI. We’ll share how the best companies are using chat to provide an exceptional customer service experience as a competitive advantage.

How To 104

How To Competitive Advantage Exceptional Customer Service Customer Satisfaction 104

ijgolding

APRIL 21, 2015

These Days, it’s All About Competitive Advantage. To really stand out from the crowd and succeed, companies need a unique competitive advantage – one that can only be gained through the strength of the relationships forged in their key accounts. PART 2: What’s Your Competitive Advantage? But are Suppliers?

B2B 120

B2B Competitive Advantage Customer relationships Customer Centricity 120

InMoment XI

SEPTEMBER 5, 2024

Understanding customer pain points and desires can guide the development of new products or features that address unmet needs, giving companies a competitive advantage. Solicit customer feedback to evaluate new ways of gaining a competitive advantage. VoC data is also a valuable source of insights for innovation.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Optimove

DECEMBER 18, 2024

Data is highlighted as the cornerstone of competitive advantage. Optimize Marketing with Data-Driven Insights European operators have honed the ability to collect, analyze, and act on player data, enabling them to craft hyper-targeted marketing campaigns that maximize engagement and ROI.

Gamification 64

Gamification Sports Loyalty Programs Omni-Channel 64

Interactions

OCTOBER 23, 2024

Other benefits include greater operational efficiencies (53%), improved CX (42%), and competitive advantage (32%).

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

Integrity Solutions

APRIL 16, 2021

That’s why you’ll see that the most productive, growing organizations spend a lot of time leveraging this innate competitive advantage. A Customer-Centric Culture Multiplies Your Competitive Advantage. Create a competitive advantage with customers. Enhance ROI from training and development.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

Optimove

FEBRUARY 17, 2025

The insights from this approach empower marketers to not only boost immediate conversion rates but also build lasting trust and loyalty, ultimately enhancing overall ROI. Turning the Rule of Seven into a Competitive Advantage Successful implementation of the Marketing Rule of 7 requires more than sheer repetition.

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

Storyminers

NOVEMBER 8, 2016

The bias of a lot of ROI and metrics is that “we’re doing great on our metrics” but that can sometimes leave out how the customer is feeling. One of the biggest competitive advantages a company can have right now is to not depersonalize their customers by considering them as just numbers.

Measurement 189

Measurement Advertising Competitive Advantage Customers 189

Circular Edge

JULY 17, 2023

How to Calculate ROI on an ERP System Authors: Ashim Choudhari Calculating Return on Investment (ROI) for an ERP implementation involves assessing the costs incurred during the implementation process and the resulting benefits over a specified period. Contact Circular Edge today to learn more about our NetSuite consulting services.

ROI 52

ROI System How To Return on Investment 52

Maru/HUB

MAY 14, 2018

Last year’s webinar we held revealed that over 98% considered themselves to be “under pressure” to demonstrate ROI from their customer experience programme. Download our paper to discover how to compete on Customer Experience and increase ROI. Customer Experience and ROI appeared first on Maru/Syngro. And finally….

ROI 49

ROI Customer Experience Competitive Advantage Financial 49

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

InMoment XI

FEBRUARY 2, 2024

Going a step further, their AI-powered predictive analytics have been at the forefront of interpreting and extrapolating on data in real-time, helping brands gain a competitive advantage in the ever-evolving marketplace.

Hospitality 195

Hospitality Call Center Retail NPS 195

Lumoa

NOVEMBER 10, 2021

Organizations that dedicate their energies to customer experience design find ways to let their customers know that they are valued, and commit to a strategy that can lead to measurable improvements in churn, retention, conversions, and ROI. A good CX design addresses the subjective and objective needs of the customer.

Customer Experience Design 195

Customer Experience Design Customer Experience Customer Journeys Touchpoint 195

ShepHyken

OCTOBER 9, 2018

Great companies who get great ROI out of listening to customers follow up on every bad customer experience. Listening to customers is a huge competitive advantage, especially if done systematically and professionally.” – Sean McDade. Simply listening to your customers isn’t enough. About : Sean McDade Ph.D.

Customer Centricity 105

Customer Centricity Competitive Advantage Touchpoint Feedback 105

CloudCherry

AUGUST 30, 2018

With advanced predictive analytics , customer experience leaders can pinpoint exactly what they need to do to move the needle and drive ROI. Predictive analytics can help companies become better at spotting the opportunities to head off individual issues, but they generally have limited ROI.

Strategy 150

Strategy NPS Analytics Analysis 150

Storyminers

NOVEMBER 8, 2016

The bias of a lot of ROI and metrics is that “we’re doing great on our metrics” but that can sometimes leave out how the customer is feeling. One of the biggest competitive advantages a company can have right now is to not depersonalize their customers by considering them as just numbers.

Measurement 159

Measurement Advertising Competitive Advantage Customers 159