Thematic

FEBRUARY 11, 2024

I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year , I’d like to share my experiences and learnings. The long corridors at the Wynn, Medallia's conference venue There were more people than I expected. First, it’s hard not to compare two events.

Conference 62

Conference Hotels NPS Self Service 62

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

Lumoa

JANUARY 2, 2023

This metric measures the likelihood of a customer recommending a business or product after experiencing it firsthand, revealing key information about customer satisfaction. . Event-specific Surveys : Event-specific Transactional NPS surveys are sent out after an event has taken place, such as a conference or trade show. Key Takeaways.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Survey 195

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

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. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Health Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

ClientSuccess

JANUARY 4, 2019

The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. You will hear it at customer success conferences, meetups, networking events, and peer mentoring sessions. In this post, we will cover six customer success health scoring metrics that will help you get started. Product Usage.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

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

Kustomer

OCTOBER 22, 2020

Whether it is adopting new tools, shifting to a DTC model or changing success metrics, the customer experience is constantly shifting and evolving and brands need to keep up. Another key theme during Kustomer NOW, was all around modernizing CX. What that means to every organization can be different.

Conference 74

Conference Self Service Sports CRM 74

Heart of the Customer

APRIL 9, 2020

Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. Here’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX). For whatever reason, the executive saw the light, and wanted a CX program […].

Conference 133

Conference Customer Experience Company ROI 133

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. Social media metrics.

ROI 45

ROI Social Media Airlines Customer Service 45

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

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. Leverage NPS to Boost Your Revenue & ROI With SurveySensum – Request a Demo NPS 3.0:

NPS 52

NPS ROI Social Media Effort Score 52

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

ReviewTrackers

OCTOBER 3, 2017

Innovation was the highlight at last week’s 2017 SHSMD Connections, the annual conference for healthcare marketing, public relations and communications, and strategic planning professionals. ROI Based Marketing. Berg and Ochu provided a ten-step marketing process to understand marketing ROI. Metrics Tracking. Media Plan.

Connections 56

Connections Healthcare ROI Conference 56

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

Centercode

DECEMBER 22, 2020

The ROI of Testing Pre-Release Products with Centercode. Understanding Tester Engagement Through Metrics (Cheat Sheet + Worksheet). Delta ’20: The Virtual Customer Validation Conference. Increasing Efficiency. It breaks down the causes of low participation and gives you simple solutions for addressing them.

eBook 75

eBook Case Study ROI Roadmap 75

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

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

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. customer health) and growth metrics (e.g., Sales Alignment.

Leadership 79

Leadership Customer Success Roadmap Conference 79

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. We’ve since formed our CX Council and created the CX strategic framework, and now starting to build our metrics framework and queue of CX projects.

Leadership 107

Leadership Comparison Training Analysis 107

Alida

NOVEMBER 8, 2017

Having a clear goal and defining success metrics allows each department to identify how they can contribute. 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. Absolutely. have had the most impact on your career?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Gainsight

MAY 18, 2020

How We Turned a Beloved 5,000 Person Tech Conference Into an Epic 22,000 Online Experience in 45 Days. The two big questions I get more than any other are around cost and ROI. That’s a wrap on #PulseEverywhere 2020. Over 25 companies shared best practices and learnings across four keynotes, 27 sessions, and 40+ networking groups.

ROI 105

ROI Multi-Channel Video Entertainment 105

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

Kustomer

OCTOBER 22, 2020

Whether it is adopting new tools, shifting to a DTC model or changing success metrics, the customer experience is constantly shifting and evolving and brands need to keep up. Another key theme during Kustomer NOW, was all around modernizing CX. What that means to every organization can be different.

Conference 52

Conference Self Service Sports CRM 52

Seaton CX

DECEMBER 6, 2022

You stride confidently into the conference room. Nobody questions the ROI of Human Resources or Sales—they’re accepted as necessary parts of the business. Numbers, metrics, and graphs. Scratch that. Let’s try again. You connect confidently to the Zoom call. These sweatpants mean business. But CX is not so pedestrian.

Leadership 75

Leadership Conference ROI Meeting 75

DCX

APRIL 6, 2025

🔗 More on employee engagement → Bloomberg Opinion AI's not just buzz—it's doing the work At the Qualtrics X4 conference , CX leaders from Verizon, Indeed, ServiceNow, and Qualtrics all circled back to the same big idea: Generative AI is here, and it’s making life a whole lot easier. Cut the clutter.

Chatbots 52

Chatbots Connections Leadership Measurement 52

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

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. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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

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

AWS Machine Learning

NOVEMBER 22, 2023

AWS provides tools such as Amazon CloudWatch , tags , and AWS CloudTrail to make it straightforward to accurately identify the cost and usage of workloads, make sure you utilize resources to measure return on investment (ROI), and enable workload owners to optimize their resources and reduce costs.

Financial 115

Financial Resources Return on Investment Analysis 115

Heart of the Customer

FEBRUARY 16, 2023

I had the opportunity this last week to spend two days locked in a conference room with some of the smartest CX leaders I know. HoC hosts a CX Fellowship for a half-dozen advanced leaders, where we discuss challenges in their programs and co-develop solutions.

Conference 78

Conference ROI Metrics Customers 78

ChurnZero

FEBRUARY 15, 2019

Given that, we wanted to share with you some Customer Success takeaways we picked up while at the conference. Key Product Metrics to Track. Q: When launching a new product, what key metrics should you be benchmarking against? ChurnZero Resource – ROI Calculator. CSM Profession is Exploding! Ask me how.

Customer Success 53

Customer Success Return on Investment Metrics Conference 53

ChurnZero

OCTOBER 30, 2020

At BIG RYG, ChurnZero’s annual Customer Success conference, we hosted a panel discussion featuring CEOs of SaaS companies that are (re)defining the future of customer success, engagement, and experience. Customer Success drives a double benefit in the ROI.”. There’s much skepticism about NPS being a valid metric to rely on.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Amity

APRIL 24, 2017

One day they’re delivering a presentation on ROI to a C-Level executive, the next day they’re doing a debugging session with a user on a very technical issue, and the next day they’re going through large amounts of data to research trends and health scores. What metrics do you watch closely? Storytelling.

Customer Success 93

Customer Success Culture Metrics Customers 93

Amity

JULY 10, 2017

Customer Success Managers often focus the QBR conversation around various metrics and information related to the client. Talk about changes to the customer’s metrics, where you were able to drive positive change, and (briefly) how you’re addressing any problems. If so, that makes the QBR presentation pretty easy.

Self Service 63

Self Service Metrics Roadmap ROI 63

delighted

MARCH 15, 2019

In fact, when the Temkin Group calculated the ROI of customer experience , they found that a moderate increase in customer experience can lead to an industry average of $775 million dollars in revenue growth over 3 years for a typical billion dollar company. Do you meet with customers at a yearly conference?

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75