NICE inContact

MAY 12, 2017

Contact Centers 2020 : This session was part of a special conference-within-a-conference called Communications & Collaboration 2020.

Contact Center 120

Contact Center Connections Conference Case Study 120

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

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. Looking for the latest trends, tools, strategies, and insights on CX? 20:20 Customer Experience Summit. When: July 4 to 5, 2017.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

ChurnZero

MAY 11, 2021

The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS. . There’s room for improvement in the industry with measuring and presenting ROI to your customers . Only 27.2% martincdove #subscriptionsales #tsiainteract.

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

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. How can we measure the potential financial impact of such catastrophic events?

ROI 46

ROI Financial Conference Banking 46

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

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. Once you have an agreement, you then must establish standards that show you are achieving success and accountability measures to ensure you hit them.

Culture 112

Culture Effort Score Leadership Conference 112

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. It’s interesting that over a year after OpenAI launched ChatGPT, we didn’t speak to anyone who’s seeing measurable improvements in CX from implementing GPT-based technology.

Conference 62

Conference Trends Customer Service Fashion 62

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. Impact/Outcomes Achieved (Personal & Organizational ROI). Then, measure the adoption of those features/feature sets.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Customer Enthusiast

MARCH 26, 2024

Today’s blog post is a part of a series of posts that I will be sharing over the next couple of weeks related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned the difference between return on investment (ROI) and return on experience (ROE).

Return on Investment 62

Return on Investment ROI Conference Measurement 62

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Aimee Lucas. Dan Gingiss. Ian Golding.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS. NPS can be a big help here.

NPS 52

NPS ROI Social Media Effort Score 52

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. Metrics/Key Performance Indicators (KPIs) to measure the goals and objectives. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” Therefore, knowing the behavioral science aspects of Customer Science is essential, followed by the measures that report your ROI. .

Strategy 139

Strategy Retail Contact Center Customers 139

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Aimee Lucas. Dan Gingiss. Ian Golding.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Gainsight

MAY 18, 2020

How We Turned a Beloved 5,000 Person Tech Conference Into an Epic 22,000 Online Experience in 45 Days. I think the whole experience for this new medium—it can provide many opportunities to engage, track, and measure things you weren’t able to before. The two big questions I get more than any other are around cost and ROI.

ROI 105

ROI Multi-Channel Video Entertainment 105

CSM Magazine

FEBRUARY 12, 2024

Define Your Event Goals and Objectives To ensure the success of your corporate event, start by setting clear, measurable goals. This evaluation is crucial for continuous improvement and helps in demonstrating the ROI to stakeholders. Careful tracking of these objectives will also facilitate post-event analysis.

Industry 95

Industry Tips Entertainment Transportation 95

DCX

APRIL 6, 2025

This week’s stories all hit on the same nerve: just because we can measure it, automate it, or script it—does it mean we should ? AI’s Not Just Buzz—It’s Doing the Work Robots Don’t Scare Us—But Friendly Ones Might Stop Measuring Everything. Download your free set of 32 GenAI prompts right now.

Chatbots 52

Chatbots Connections Leadership Measurement 52

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. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Heart of the Customer

OCTOBER 16, 2014

We also structured it with a pilot group, and tracked leads and sales to show that the ROI assumptions were valid. Over many months I presented the case for CX several times, and continually refined it as we researched more and more about best practices.

Leadership 107

Leadership Comparison Training Analysis 107

Amity

MAY 5, 2017

In most cases, Customer Success has to be based on measurable goals and without that, it’s impossible for customers to know if they’re on track to capturing good reasons to keep on purchasing your software. It’s also very important to put some timeline and measurement around goals.

Tips 73

Tips ROI Software Customer Centricity 73

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! And after attending our LA conference, you’ll want more – and we have it. But wait, that was only the first day at each conference! Creating a Social Listening Program: How Brands & Agencies Can Deliver ROI.

Social Media 62

Social Media Conference Analytics Multi-Channel 62

North Highland

SEPTEMBER 3, 2019

At major conferences, pop culture conventions and sporting events, a well-executed sponsorship can place a business in front of an audience numbering in the hundreds of thousands. But these human connections are hard to measure and challenging to relate to ROI. The days of branded marquees and simple swag bags are gone.

Hospitality 61

Hospitality Industry Sports ROI 61

Gainsight

JUNE 9, 2021

Who knew that we’d be able to offer a hybrid-style conference with over 20,000 attendees? They also discussed measuring ROI on a CS team, and who they believe is accountable for net retention in their companies. The excitement was palpable, safety was assured, and the presenters were A-list!

Entertainment 98

Entertainment Customer Success ROI Telecommunications 98

Experience Matters

APRIL 7, 2015

The Confirmit Community Conferences held in Orlando, San Francisco, Oslo and London last year brought together industry leaders and heroes from ViaSat Inc., and Harvard Business Publishing, were honored at the conferences 2014. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. Rant and Rave.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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. Measures NPS and retention solely. Sales Alignment.

Leadership 79

Leadership Customer Success Roadmap Conference 79

BirdEye

MARCH 17, 2023

It’s a high-level overview of your online conversations with the purpose of identifying trends, measuring sentiment, and studying consumer behavior. Additionally, it gives companies the ability to track and measure the impact of their marketing campaigns, so they can adjust their strategies accordingly.

Tips 98

Tips Social Media How To Analysis 98

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. Developing a Dynamic Engagement framework can be associated with the following overarching areas: outcome, experience, ROI, engagement, and validation.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Add to it that leadership also wants to have an ROI. Let people know what you want from a leadership perspective and measure the results. The implementation team will have their work cut out for them.

Culture 114

Culture Customer Service Leadership Airlines 114

BirdEye

FEBRUARY 21, 2023

Finally, a social media manager can track analytics data to measure the return on investment (ROI) of each campaign, helping businesses understand which strategies are working and which need improvement. It also involves analyzing industry trends to identify opportunities for growth.

Social Media 98

Social Media Management Multi-Channel Analytics 98

CX University

NOVEMBER 21, 2023

CXU’s courses cover the core concepts structured by the CXPA, and are fully congruent with the five domains of knowledge and skills: Customer Insights and Understanding Customer Experience Strategy Metrics, Measurements, and ROI Design, Implementation, and Innovation Culture and Accountability CXU Founder and CEO, Dr. Mohamed Latib, states, “CXU solicits (..)

Course 52

Course Roadmap Conference ROI 52

Wootric CX Blog

MAY 4, 2020

The ROI from increased referrals, cross-sells and upsells. Consider creating a similar forum for your customers—a live video conference where they can come together, connect, and share their wisdom and support. And the long-term ROI of empathy is worth some short-term sacrifices. Measure and improve customer experience.

Customer Success 82

Customer Success Net Promoter Score Effort Score ROI 82

ClientSuccess

JANUARY 4, 2019

You will hear it at customer success conferences, meetups, networking events, and peer mentoring sessions. Measuring product usage can help alert your team to issues within your account across various areas such as training, educational resources, and even product enhancements. Customer ROI. Hot Topic—Customer Health Scoring.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

NetBase

JUNE 28, 2019

A recap of the conference follows! The conference was over two days and included 21 total conference sessions focusing business value and ROI, remarkable success stories, best practices and the latest trends from industry experts at major brands and agencies, followed by solution training. The Lay of the Land.

Analytics 49

Analytics Social Media Conference ROI 49

CustomerSuccessBox

DECEMBER 3, 2021

Customer conferences, conference travel (if applicable), leadership meetings (both internal to CS and broader) As leaders, you should be thinking about how productivity and quality can be improved in a way that contributes to the growth and, at the appropriate time in the growth cycle, profitability. Investment in technology.

Customer Success 52

Customer Success Data ROI Conference 52

C3Centricity

OCTOBER 29, 2017

From the opening keynote by Sitecore’s new CEO Mark Frost , to the second-day keynote by Kirsten Newbold-Knip p from Gartner, everyone in this tech and data heavy conference understood that data is only as good as the use you put to it. That’s an immediate improvement in the ROI of your information gathering. C = Category.

Customer Centricity 120

Customer Centricity Customers Customer Journeys Groups 120