Customers Rock!

MAY 10, 2012

I recently attended the 2012 Lithium Network Conference (LiNC for short) in San Francisco to hear about the latest and greatest from Lithium Technologies as well as from thought leaders such as Brian Solis , photo left, who shared about Digital Darwinism from his new book The End of Business as Usual.

Social Media 174

Social Media Conference Self Service Entertainment 174

NICE inContact

MARCH 8, 2018

Past conference attendees tell us that what they take away from our conferences returns the cost of a conference pass many times over! With the training, the breakout sessions, and so many practices and tips for improving efficiency and saving money, Interactions consistently delivers a high ROI. You’ll save ?$180

Interaction 120

Interaction Conference Management How To 120

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. And if you’re making the case to your organization for attending the conference, just customize our justification letter.

Conference 120

Conference ROI Employee Engagement Interaction 120

Beyond Philosophy

FEBRUARY 11, 2019

I began speaking at conferences. If you can’t produce ROI that justifies your employment, you are not doing your job. If you enjoyed this post, you might be interested in the following blogs and podcasts: CUSTOMER EXPERIENCE ROI: HOW YOU PROVE YOU UNDERSTAND CUSTOMER EXPERIENCE STRATEGY. So, I told them. It needs finesse.

ROI 83

ROI Financial Consulting Social Media 83

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

Kerry Bodine

MAY 14, 2018

It was an energizing (and, to be completely honest, exhausting) two days—but the work didn’t end for Amelia when the conference was over. Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Conference ROI 120

Michel Falcon Experience

OCTOBER 2, 2014

When speaking at conferences, I often tell my audience that customer experience is like the foundation of a home. Designing complaint resolution systems to increase customer retention or creating a voice of the customer program to understand your customers behaviour isn’t as high profile but it will produce a greater ROI.

Customer Experience 131

Customer Experience Conference ROI Customer Retention 131

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. ROI on Customer Service–New Research from the Economist Intelligence Unit. While they couldn’t do things differently on this project, they would do things differently if they were setting up a new one. 3 Steps to Becoming #1 on Trip Advisor.

ROI 74

ROI Net Promoter Score CEM Conference 74

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 NPS Hotels Self Service 62

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

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. Gartner Digital Marketing Conference. Looking for the latest trends, tools, strategies, and insights on CX? Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

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

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

NICE inContact

AUGUST 25, 2016

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. Stop by SpiceCSM’s booth at the 2016 inContact User Conference on October 11-13 in Orlando, Florida.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

Heart of the Customer

MAY 6, 2022

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. We CX folks love to discuss measurement. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […].

Net Promoter Score 148

Net Promoter Score Measurement Effort Score How To 148

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

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

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

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. You can consolidate in a dedicated VOC platform like CustomerSure, or in a BI platform , but teams looking for a measurable ROI on customer feedback need to ensure that their top priority is acting on feedback.

Conference 62

Conference Trends Customer Service Fashion 62

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

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

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. Also, your leadership team usually wants to show an ROI for all the time and money they have invested in this effort, which only adds to the pressure.

Culture 112

Culture Effort Score Leadership Conference 112

Alida

JUNE 30, 2017

Here are three of our biggest takeaways from the two-day conference in Marina del Rey, California. And we know that acquiring new customers is much more expensive than keeping old ones, so there is real ROI at stake in maintaining customer loyalty by being a truly authentic brand. Reinvent the brand-customer relationship.

Automotive 138

Automotive Industry How To Customer relationships 138

Alida

OCTOBER 2, 2017

So how can organizations make sure that the billions of dollars they invest in digital transformation deliver ROI? A regular speaker at national and international conferences, Bennett also received the Mayo Clinic Platinum Fellow designation in 2013—an award that recognizes his pioneering leadership in health care social media.

Self Service 100

Self Service Strategy Hospitality Social Media 100

ClearAction

MAY 25, 2023

This is a summary of Lynn Hunsaker’s 90-minute session at CXPA’s CX Leaders Advance conference. ClearAction Continuum newsletter : weekly CX ROI lesson and roundup of what’s new and upcoming. Get a sounding board for work you have underway. Article originally published on LinkedIn.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

Alliance by IFS

APRIL 29, 2019

Every year, hundreds of top cross-industry service, support, and customer success leaders gather in Palm Springs for the biggest field service conference of the year hosted by Field Service USA. He also moderated two panel discussions on 1) Expanding Your Digital Platform for Greater ROI and 2) Moving Into the Next Phase of Augmented Reality.

Conference 86

Conference ROI Technology Software 86

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

Solvvy

SEPTEMBER 25, 2019

So you just got back from a conference and stopped by the trade show booths during that dead time between sessions. So before signing off on new technology, follow our guidelines for understanding its true ROI. Know Your ROI appeared first on Solvvy. The post Investing in New Customer Support Technology?

ROI 48

ROI Self Service Technology Net Promoter Score 48

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. A strategy to meet the social customer care goals and objectives.

ROI 45

ROI Social Media Airlines Customer Service 45

Oracle

FEBRUARY 21, 2019

Visit the registration page and use discount code “SmarterCX” to get a rate of $1,295 on a full conference pass now through March 18, 2019.**. “The Upshot Award for Best Demonstrated ROI in Marketing” Finalists. “The Upshot Award for Best Demonstrated ROI in Sales and Service” Finalists.

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

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

FEBRUARY 5, 2019

Then I began conference speaking. If you aren’t getting your customers an outstanding return on investment (ROI), then why should they hire you? When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Have an original idea. Know what drives value for your customers.

Consulting 110

Consulting Financial How To Return on Investment 110

Customer Bliss

APRIL 25, 2019

” The sales team communicated the ROI and the value the customer was going to receive. For instance, he shares, if someone sees an empty cup in the conference room, they should pick it up and take it to the kitchen, don’t let someone else do it.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

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

OpinionLab

JUNE 24, 2016

I recently returned from the CXFS conference in New Orleans. Using specific customer stories brings awareness to issues and the accompanying data helps to size those issues and quantify the ROI. As a result, they make it easier for you to gain buy-in internally and make further reaching improvement to your customer experience.

Competitive Advantage 79

Competitive Advantage Conference Financial eBook 79

GlowTouch

SEPTEMBER 6, 2019

GlowTouch to Attend Women’s Business Enterprise Strategic Conference in Tucson, AZ in September. The “Strategic Procurement Opportunity Conference” takes place September 10-12 and offers targeted networking and collaborative strategy sessions. GlowTouch has deep expertise in customer care and technical support.

Conference 40

Conference Contact Center First Call Resolution Return on Investment 40