Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. In this article, were spotlighting the top 5 tools for measuring CES. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? Low scores?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

ECXO

NOVEMBER 25, 2024

Join ECXO.org, the only open-access CX professional network connecting practitioners, leaders, companies and executives to shape the future of customer experience! ROI Indicators to Measure: Will the feature reduce churn or attract new customers? The result: a scalable solution that strengthened Salesforce’s ecosystem.

Feedback 391

Feedback ROI Roadmap Analytics 391

ECXO

OCTOBER 27, 2024

Churn Rate: The Pillar of Retention Churn rate remains one of the most vital metrics in the subscription economy, measuring the percentage of customers who cancel their subscriptions within a specific period. A high churn rate is often an early sign of deeper issues, such as poor product fit, insufficient on boarding, or lack of engagement.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

eglobalis

OCTOBER 30, 2024

Ethical AI practices and robust data privacy measures build customer trust, ensuring that AI implementations are seen positively by customers who value transparency and security. Data privacy, ethical AI use and effective change management are critical to the successful implementation of AI technologies.

Employee Experience 475

Employee Experience Customer Experience Employee Engagement Telecommunications 475

ECXO

MARCH 11, 2025

This means ensuring that every investment in CX improvement is linked to measurable business outcomes , gaining leadership buy-in , and ensuring every department contributes to a unified, customer-centric vision. Customer Effort Score (CES) Measures how easy it is for customers to interact with your company.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

Experience Investigators by 360Connext

OCTOBER 11, 2024

You can measure your success through metrics and concepts like: Increased revenue from retention and referrals Cost savings from fewer service issues Stronger standing against industry competitors Start with a clear pain point in your customer experience you know is a sticking point for your leaders.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. This is a shift from reactive measurement to proactive management of customer experience.

Survey 320

Survey Banking NPS Effort Score 320

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. For example, light can behave as both a particle and a wave, depending on how it’s observed or measured.

Connections 334

Connections Customer Experience Social Media Analysis 334

InMoment XI

APRIL 3, 2025

Recognizing Difference Optimizing CX strategies requires measuring success at different journey stages in an integrated way, whilst still recognizing that the goals, expectations (both external and internal), and KPIs may well differ. And build their experience design and measurement around these insights.

Culture 195

Culture Social Media Loyalty Government 195

Calabrio

MARCH 5, 2025

Analytics First Response Time (FRT): How to Measure and Improve Share What is first response time (FRT)? How to calculate first response time Measuring FRT is straightforward but requires consistent tracking.

Measurement 100

Measurement How To Self Service Contact Center 100

eglobalis

JANUARY 7, 2025

Goals : Identify areas of improvement, measure user satisfaction, and ensure alignment with the problem statement. B2B companies that embrace this approach position themselves as leaders in their industries, delivering measurable impact and value. Lets connect, and share your insights!

B2B 288

B2B Company Customer Journeys Innovation 288

InMoment XI

OCTOBER 29, 2024

For example, a sneaker brand releasing a new product line paying tribute to an iconic athlete would help it connect with nostalgic sports fans. Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Brand values: Customers connect with brands that reflect their own values.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

eglobalis

MARCH 13, 2025

Present case studies and industry benchmarks that show measurable gains from CX investments. short-term wins, mid-term process improvements, long-term cultural shifts) to make progress tangible and measurable. If you enjoyed this read, connect with me on LinkedIn ! Break transformation into manageable phases (e.g.,

Leadership 234

Leadership B2B B2C Effort Score 234

eglobalis

APRIL 6, 2025

In B2B, value is measured as an exchange : the buyer gains measurable business outcomes, and the supplier earns revenue, access, or loyalty. In telecom, providers like Verizon and AT&T back their connectivity with SLAs and cybersecurity bundles, directly addressing client concerns about outages and data breaches.

Contact Center 270

Contact Center B2B Competitive Advantage Self Service 270

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. Key Metrics for Customer Success (CS) Churn Rate Measures the percentage of customers discontinuing use over a given period.

Metrics 422

Metrics Customer Success Customer Experience Effort Score 422

eglobalis

JANUARY 13, 2025

AI is no longer just an emerging trend; its a transformative force in customer and agent experiences, driving measurable benefits across industries. If you enjoyed the article, feel free to share it and connect with me here or follow me on LinkedIn. Data Sources How Are Companies Using AI Agents?

Customer Experience 411

Customer Experience Marketing Chatbots e-support 411

inQuba

MARCH 12, 2025

In today’s competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging.

ROI 52

ROI Customer Retention Connections Measurement 52

InMoment XI

NOVEMBER 22, 2024

Here’s a breakdown of the most impactful user feedback metrics for your SaaS business: Net Promoter Score Net Promoter Score (NPS) is a commonly used metric that measures customer loyalty. You can measure the retention rate by comparing the number of paying users at the beginning and end of a period.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

DECEMBER 17, 2024

Regardless of their background, your chosen candidate should have experience with this to ensure that you can measure the ROI of your CX program. A customer experience platform helps you connect data from multiple sources to get a holistic view of how customers view their interactions with your organization.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. But first, you need to define what success means for your current state to measure it in ways that will matter to your organizational leaders. Dont worry: It does get easier with a solid strategy!)

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

InMoment XI

MARCH 14, 2025

You can use this data to measure customer interactions at scale, unlocking actionable insights from call data that go far beyond mere call performance. This is key because to learn the right information, businesses have to measure the right metrics. How Do You Analyze Call Center Performance?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

CSM Magazine

MARCH 13, 2025

Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success. It’s a direct correlation.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

InMoment XI

OCTOBER 31, 2024

What Are Important Call Center Metrics to Measure? Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Average Speed of Answer (ASA) This metric measures the time it takes for an agent to answer an incoming call. Lower AHT reflects efficient service.

Call Center 195

Call Center Metrics Self Service Effort Score 195

CSM Magazine

JANUARY 3, 2025

Measuring empathy might sound trickyafter all, how do you quantify something so emotional? Customer Feedback and Surveys Want to know how well your team connects with customers? Customer feedback is one of the most direct and reliable ways to measure empathy in customer support. But there are effective ways to assess its impact.

Measurement 52

Measurement Net Promoter Score Effort Score NPS 52

ECXO

OCTOBER 5, 2023

During this presentation, participants will gain valuable insights about the Last Days of Surveys: Historical Context and Evolution of Measurement : Discover how AI revolutionizes Customer Experience (CX) productivity. Three Eras of CX Measurement : Metrics Evolution : Understand the three distinct eras of CX measurement.

Survey 380

Survey Net Promoter Score NPS Exercises 380

InMoment XI

OCTOBER 4, 2023

The idea behind integrated CX is to improve customer experience by combining large amounts of data with technology and services to create more complete customer insights and, as a result, more focused and measurable actions. Human insight, analysis, and creativity remain indispensable.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

InMoment XI

OCTOBER 30, 2024

Investing in measures like encryption and secure data storage will help you better protect customer privacy. What are the best Customer Experience Metrics for Insurance Companies to Measure? Once you’ve implemented your CX strategy, it’s imperative that you evaluate and measure its performance.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

ECXO

MARCH 6, 2025

Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. Metrics and Measurement for CX Success Using the right metrics is crucial in a CX transformation.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

FEBRUARY 20, 2025

Understanding Value Selling Value selling is a strategy that focuses on helping customers solve problems while providing measurable benefits. The marketing highlights how products like the iPhone and Apple Watch enhance daily activities, from health monitoring to staying connected with loved ones.

Loyalty 301

Loyalty Competitive Advantage Advertising Feedback 301

Experience Investigators by 360Connext

MARCH 18, 2025

Customer support leaders are often trapped in a cycle of “number narration” – reporting metrics without connecting them to organizational value. We share practical advice for creating effective customer experience strategy success statements that explicitly link your support efforts to business outcomes.

Effort Score 143

Effort Score Metrics Leadership Customer Satisfaction 143

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. It visualizes the connections between the front-stage (customer-facing) and back-stage (internal processes).

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195