Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. It’s up to CX leaders to clearly communicate about these connections for their organization. Key Metrics and Steps to Consider for Measuring ROI 1. This is where some business acumen can help. But don’t just measure to measure!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

FEBRUARY 24, 2022

Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? but the point is that storytelling connects humans together—and it can do the same with your customers and executives.

Tips 370

Tips ROI Metrics Touchpoint 370

Customer Bliss

AUGUST 29, 2017

Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. A YouTube on Hallmark Business Connections.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience. If you enjoyed this read, connect with me on LinkedIn !

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

DCX

DECEMBER 31, 2024

Build skills that lead to measurable outcomes—whether it’s nailing a presentation, impressing your team, or leveling up your career. Show Me the Money: Proving ROI from Your CX Initiatives You know the drill. Let’s talk about why proving ROI feels so painful—and, more importantly, how you can make it easier.

ROI 52

ROI Self Service Leadership Metrics 52

InMoment XI

OCTOBER 24, 2024

InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. InMoment excels at offering a platform that connects customer data from every channel into one easily accessible location and offers consulting services from in-house industry experts. out of 5 stars. References Statista.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. is necessary to present customers with a coherent experience. Instead, frame CX initiatives in terms of ROI as well as Lynn Hunsaker often writes about.

B2B 339

B2B Customer Journeys How To Effort Score 339

C3Centricity

JUNE 8, 2020

During my presentation, I shared many ideas; here are a few of the points I covered: #1. From ROI / ROR to ROE. But in today’s connected world it also needs to consider people who are currently strangers – but could potentially become guests. These are just six of the many ideas I shared during my presentation.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

Beyond Philosophy

FEBRUARY 6, 2019

Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. Only a small number of companies can demonstrate in actual figures an ROI connected to Customer Experience efforts. There is a lack of focus on presenting the business case for your program.

ROI 154

ROI Customer Experience Strategy Customers 154

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

C3Centricity

OCTOBER 12, 2014

Following on from the opportunities of Big Data, the next concern is Marketing Accountability and its ROI. Instead of thinking single channels of communication, think connection and engagement. (>> Tweet this <<). SOLUTION : How are you connecting with your customers today, both offline and online? Marketing ROI.

Marketing 226

Marketing ROI Social Media Connections 226

Retently

NOVEMBER 27, 2024

According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. To connect better with your audience, it’s important to dig deep into buyer personas. Addressing these insights can directly improve conversion rates.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Comm100

SEPTEMBER 4, 2022

Live Chat ROI Calculator. Fill in your team’s details into this live chat ROI calculator and see how much YOU can save! ROI Calculator. Try these tips to create a more human connection over live chat: 10. Make a connection. No matter how you slice it, live chat is a smart investment. Calculate now.

Customer Service 246

Customer Service Apparel Abandon Rate ROI 246

C3Centricity

MARCH 15, 2018

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The appeal of this alternative approach is confirmed by the results of SalesForce’s recent research findings reported in the “State of the Connected Consumer.” Is this your case?

Data 312

Data Retail Analysis Analytics 312

InMoment XI

AUGUST 31, 2023

Integrated CX connects critical aspects of a successful customer experience, including: Integrated Signals: Weaving together customer voices and potential customers’ perspectives throughout the entire customer journey, including surveys, chats, reviews, calls, and more. Hear what our delegates had to say about last years’ event!

Conference 195

Conference Banking ROI Customer Voice 195

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

Customer Bliss

NOVEMBER 1, 2018

Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. To her, being present is a deep immersion of understanding the experience.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

Customer Bliss

OCTOBER 3, 2017

Understanding Quick ROI. Enrique: When he presented his first road map at Zurich, the CEO was about to retire. Enrique is also a sought-after speaker and has spoken in some Customer Experience conferences and has appeared in major Spanish newspapers and magazines. That’s 197, 260 per day.) The Pay It Forward Question.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

GetFeedback

NOVEMBER 30, 2018

If you’re still not sold on live chat’s ROI, you should be when you hear this: FurstPerson reports that 77% of consumers won’t make a purchase unless there is a live chat feature available. When replying to any question or inquiry, be conscious of how you are presenting your responses. Be mindful of your writing style.

Customer Service 236

Customer Service Survey Customers Tips 236

C3Centricity

MAY 25, 2020

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. The appeal of this alternative approach is confirmed by the results of SalesForce’s recent research findings reported in the “State of the Connected Consumer.” Is this your case?

Technology 304

Technology Analysis Data Consumers 304

C3Centricity

MAY 20, 2019

From ROI / ROR to ROE. Whilst the hospitality industry has been based on serving and satisfying its guests, in today’s connected world it also needs to consider people who are currently strangers – but who could potentially become clients. ” #2. Build relationships with strangers. Dialogue, don’t just communicate.

Industry 266

Industry Strategy Hospitality Hotels 266

CX Accelerator

APRIL 1, 2020

The Ugly News: The truth of the matter is your CEO wants a simple answer to a complex question, but the fact remains that the industry doesn’t know (or can’t agree at least) on how to answer the ROI question. Connect the dots by building a suite of trackable metrics that provide you with a holistic understanding of customer experience.

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

GetFeedback

AUGUST 14, 2019

A CSAT is a single question presented to a customer at a single moment, or moments, throughout a customer experience to gauge satisfaction. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. Connect with him: convinceandconvert.com | @convince . Free CSAT Calculator. Get Calculator.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

Alida

MAY 24, 2018

While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. To get internal buy-in for new initiatives, CX professionals need to connect solutions to customer pain points with corporate KPIs that those initiatives will address. Get closer to your employees.

Retail 189

Retail Conference Employee Engagement ROI 189

BlueOcean

JANUARY 9, 2018

Here’s why: out of all available contact center tools, AI and chatbots are expected to gain the 3 rd highest ROI, after website capabilities and mobile applications. At Blue Ocean, we are no stranger to the challenges this presents. Ultimately, however, the ROI on AI in the contact center will be a massive motivator.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Does she spend time every month connecting with customers? The ROI of some customer experience initiatives can take 6, 12 or 24 months to come to surface. Take a moment to think.

Customer Focused 167

Customer Focused Customer Centricity ROI eBook 167

Customer Bliss

MAY 23, 2018

With advice that she says she followed from my book, “ I Love You More Than My Dog: 5 Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, ” Carolyne says that she truly believes in the importance of connecting your personal self with business self. to determine their employee ROI. Carolyne partnered with the HR dept.

Sports 197

Sports Customer Experience Travel B2C 197

Lumoa

SEPTEMBER 8, 2021

” Yes, multiple-choice and Likert scale questions are easier to turn into fancy graphs for presentations, but they don’t allow the customer to express their genuine feedback. Illustrating the return on investment (ROI) of your CX program is no different than showing the value of any other program in your business.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

Blake Morgan

SEPTEMBER 5, 2023

If this is to happen, there’ll be increased scrutiny of the ROI from this budgetary increase, posing increased challenges for the customer experience team. Customer Experience Leaders Need to Think Budget and ROI One thing that stands out with modern customer experience is that it’s up-leveled to the boardroom.

ROI 72

ROI Metrics Data Customer Experience 72

InMoment XI

MARCH 18, 2024

Predicting the Future with Data Harnessing the power of richer insights goes beyond understanding the present; it involves predicting the future. Connected Teams Driving CX Impact: With predictive simulations and strategic ROI alignment, teams can leverage 100% of CX data to drive impactful initiatives.

Multi-Channel 195

Multi-Channel Analysis Social Media Survey 195

Comm100

NOVEMBER 13, 2022

Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. Live chat allows customers to connect with agents in real-time using a familiar chat interface, whether on a website or integrated within a mobile app.

Tools 238

Tools Customer Service Tips Omni-Channel 238

CX Accelerator

APRIL 1, 2020

The Ugly News: The truth of the matter is your CEO wants a simple answer to a complex question, but the fact remains that the industry doesn’t know (or can’t agree at least) on how to answer the ROI question. Connect the dots by building a suite of trackable metrics that provide you with a holistic understanding of customer experience.

Metrics 182

Metrics Competitive Advantage Leadership Financial 182

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. And companies leading in AI-driven CX strategies are more than twice as likely to report positive ROI from their efforts.

Customer Insights 62

Customer Insights Data Analytics How To 62

Stella Connect

DECEMBER 9, 2021

Consider the current opportunities during your present experience that you can alter to drive customer emotions to a more favorable outcome. Why Memory is the #1 Way to Drive Customer Service ROI in 2022. The post Guest Post: The #1 Way to Drive Customer Service ROI in 2022 appeared first on Stella Connect.

ROI 85

ROI Customer Service Customer Satisfaction Loyalty 85

SurveySensum

OCTOBER 31, 2024

Unlike traditional engagement strategies, digital customer engagement strategy revolves around digital platforms and focuses on connecting with customers across multiple channels, providing a seamless experience across all channels. It not only fosters customer loyalty but builds trust among customers, both present and future.

Customer Engagement 52

Customer Engagement Engagement Social Media ROI 52