NICE inContact

OCTOBER 24, 2018

We hear it every year: The NICE inContact CX Excellence Awards program is one of the favorite events at our Interactions conference. You’ll receive a complimentary full conference pass just for making a submission. It spells out all the benefits, including ROI, and why Interactions 2019 is a can’t-miss event!

Conference 120

Conference ROI Employee Engagement Interaction 120

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. Dude’s a rock star.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

Customer Bliss

NOVEMBER 1, 2018

Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls. Tactic 5: Assess your Employee ROI. To her, being present is a deep immersion of understanding the experience.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer. 1 Attraction” on Thursday, October 30th, 2014.

ROI 74

ROI Net Promoter Score CEM Conference 74

NICE inContact

MAY 12, 2017

Contact Centers 2020 : This session was part of a special conference-within-a-conference called Communications & Collaboration 2020. There’s every reason to believe that this reality will continue through 2020 and beyond.

Contact Center 120

Contact Center Connections Conference Case Study 120

InteractionMetrics

JANUARY 7, 2025

With over 75 CX practitioners joining the conversation, we dove into the heart of customer journey mappingas a tool for creating experiences that drive ROI. Customer Journey Mapping Is Not Just a Pretty Picture Journey mapping isnt about creating colorful diagrams to hang in your conference room. To watch the recording, click here.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. Contact centers must swiftly on-board new capabilities and channels – a daunting task that makes rapid ROI prohibitive with the traditional contact center technology approach.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

Customer Interactions

FEBRUARY 7, 2013

But when’s the last time you heard “improved security” mentioned as a source of ROI? Yet, the potential ROI from security improvements can far outweigh any operational cost savings from PSIM. Simple – when you’re looking at PSIM ROI, don’t forget to consider the hidden ROI of improved security.

ROI 46

ROI Financial Conference Banking 46

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. conference and in his article, Welcome to Churn Nation, The 9th Biggest Country in the World You’ve Never Heard of — But Are Living In. Did you know that 1.8 trillion).

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. 20:20 Customer Experience Summit.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Lumoa

JANUARY 2, 2023

These surveys provide valuable insight into how the interaction went, and whether it was either satisfactory and likely to result in customers promoting the business further. By asking your customers how they feel immediately after interacting with your business, you can gain a truthful insight into their customer journey.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Survey 195

Thematic

MAY 22, 2019

Earlier this month I attended the CXPA conference in Salt Lake City. The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners. I hope the learnings I took away from the conference will help you when it comes to building your own CX team.

Exercises 97

Exercises ROI Conference Video 97

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. Working with stakeholders outside of research is crucial to getting more ROI from Sparq and increasing your profile in the organization. De-mystify ROI measurement.

ROI 100

ROI Innovation Effort Score Customer relationships 100

Beyond Philosophy

APRIL 5, 2019

In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. It’s the actions you take day to day and the emotions you evoke in your customers when you interact with them. However, you are not done with hard times yet.

Culture 112

Culture Effort Score Leadership Conference 112

eGain Blogs

AUGUST 12, 2022

And we are glad to say that eGain Solve 22 Conference is an industry event unlike any other. It is the Knowledge Management conference your CX needs. Which is why we are calling it the #1 Knowledge Management conference your CX needs. eGain CEO, Ashu Roy, will talk about the “advent of super-agents in the contact center.”

Conference 87

Conference Self Service Chatbots Contact Center 87

Kustomer

OCTOBER 22, 2020

You need your executive team to support some of the costs which… it’s a really easy ROI because you’re not paying for desk space, you’re not paying for parking … and people are happier.”. You know, there’s always been a reluctance to do massive work from home or remote contact centers,” said Burkland of Five9.

Conference 74

Conference Self Service Sports CRM 74

Beyond Philosophy

NOVEMBER 19, 2020

From that moment on, and this occurred back around 2005, my company links our Customer Experience efforts to proof so that the champions of Customer Experience are not caught out as I was all those years ago in that German conference room. After all, why would anyone support all this if you cannot prove an ROI?

Customer Experience 133

Customer Experience ROI Conference Engagement 133

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. and continuing VoC education (certifications, conferences, etc.). Tweaks to VoC business-as-usual (the list in the opening paragraph above) are not likely to be enough to transform your VoC into a CX Transformer (truly transforming CX, ROI, and business growth).

ROI 54

ROI Feedback Survey Financial 54

Customer Bliss

APRIL 25, 2019

” The sales team communicated the ROI and the value the customer was going to receive. He understands that this is a concept that can be applied internally to how people interact with one another and most importantly, customers. Jon also shares that they have a Make-Mom-Proud core value!

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Martin Hill-Wilson

JULY 24, 2020

He has been running conferences for the last decade on the topic. Something I’m sure will become more frequent in virtual conferences going forward. Continue reading A 40 minute video introduction to Emotive CX for Customer Interaction at BrainFood. One of pioneers in Emotive CX is Seth Grimes.

Video 52

Video Interaction Conference Consumers 52

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. Colin is an accomplished keynote conference speaker who can inspire organizations to focus on their Customers. Aimee Lucas. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. How to Calculate Social Customer Care ROI. Customer care extends far beyond the traditional call center.

ROI 45

ROI Social Media Airlines Customer Service 45

CSM Magazine

FEBRUARY 12, 2024

This evaluation is crucial for continuous improvement and helps in demonstrating the ROI to stakeholders. For instance, a tech conference might benefit from a modern, high-tech environment, while a casual networking event could be held in a more relaxed, informal space. Technology can also play a role in enhancing networking.

Industry 95

Industry Tips Entertainment Transportation 95

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. Colin is an accomplished keynote conference speaker who can inspire organizations to focus on their Customers. Aimee Lucas. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alliance by IFS

AUGUST 27, 2018

The announcement comes from the Field Service Amelia Island conference taking place August 27 – 29 at the Ritz-Carlton Amelia Island. As a conference sponsor, Astea will be performing live demonstrations at Booth #2 of Alliance™ Enterprise™, the newest version of its award-winning field service management and mobility platform.

Conference 81

Conference Infographics Software ROI 81

Heart of the Customer

OCTOBER 16, 2014

The training provider we used helped us frame up the expected business outcomes using some good industry statistics, and we also made some assumptions about our employees’ abilities to upsell through the service interaction, so we were able to make the case to the President for the expense.

Leadership 107

Leadership Comparison Analysis Training 107

NetBase

AUGUST 16, 2019

Our NetBase LIVE conferences in Los Angeles and New York will have you in fighting shape to end 2019 on a high note! Interactive, Purple Strategies, Team One, 113 Industries and more. Interactive Uses NetBase Audiences to Expand Addressable Market for Movie Titles. Interactive makes some of the most celebrated films of all time.

Social Media 62

Social Media Conference Analytics Multi-Channel 62

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Focus on customer retention and long-term ROI. Create an atmosphere of trust with customers. Why Follow the Golden Rule?

Customer Success 80

Customer Success eBook Loyalty Conference 80

Kustomer

OCTOBER 22, 2020

You need your executive team to support some of the costs which… it’s a really easy ROI because you’re not paying for desk space, you’re not paying for parking … and people are happier.”. You know, there’s always been a reluctance to do massive work from home or remote contact centers,” said Burkland of Five9.

Conference 52

Conference Self Service Sports CRM 52

Customer Interactions

MAY 14, 2012

I’m just back from Interactions 2012 in Nashville where over 1,500 NICE customers, and NICE business and technology partners shared information and best practices, and learned about new solutions for their organizations. Next year’s conference will take place in Orlando and I am looking forward to it!

Interaction 29

Interaction Conference ROI Course 29

Comm100

NOVEMBER 14, 2017

Conferences are a great way to meet your peers and learn what other companies in your sector are doing and what they are focusing on. Cost considerations do need to be kept in mind on this path though, as while the ROI is real, the cost can be considerable. Specialized Training Courses. ITSM – IT Service Management courses.

Resources 135

Resources Customer Service Customer Service Training Course 135

Zeisler Consulting

OCTOBER 29, 2020

That’s a common question often used to kick off conversations on many webinars and conference chats. In fact, one answer to the perennial question of identifying the ROI for your CX program is that you’d need fewer Customer Support agents if your Customers were having fewer issues with your products or services.

ROI 81

ROI Customers Feedback Conference 81

West Monroe

JULY 24, 2023

Peterson Chief Economist, The Conference Board How have innovators like Amazon changed customer expectations in all industries? They're comparing their experience and their interaction with Exelon to their interaction with Amazon, with Uber, with those tech giants – the bar is set high. Dana Twomey Director, West Monroe

B2C 98

B2C Innovation Healthcare Industry 98

Alida

NOVEMBER 8, 2017

Most importantly, I need to ensure every interaction with Vision Critical brings value to our customers. Which books or other resources (podcasts, conferences etc.) Kelly will host the four-part webinar series , The big payoff: Realizing the ROI of customer relationships. All while being passionate and empathic.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Gainsight

APRIL 26, 2019

That’s the big theme of Pulse (our big, annual conference) this year: what does the future of business look like with the customer at the center? Understands larger financial model and helps with (1) self-funding paid CS or (2) delivering clear ROI from CS. Interactions happen mostly on a scheduled, calendar basis (e.g.,

Leadership 79

Leadership Customer Success Roadmap Conference 79

Beyond Philosophy

OCTOBER 23, 2021

Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there. Not long after that, Joe Pine co-authored a book called The Experience Economy , that changed the way at looked at the future of business.

Customer Experience 78

Customer Experience Consulting Conference ROI 78