Northridge Group

MARCH 4, 2025

By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service leaders and front-line contact center agents.

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

Experience Investigators by 360Connext

OCTOBER 2, 2014

Even during the recession years of 2007-2012, customer experience leaders averaged double-digit gain in stock performance , besting customer experience laggards by an impressive margin, according to The Watermark Consulting Customer Experience ROI Study. ” It is part of a broader celebration of Customer Experience Day. .

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

InMoment XI

DECEMBER 1, 2022

approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. The Forrester Wave says, “InMoment is a good fit for organizations looking for a ROI-focused technology and services partner.” The truth is that monitoring services and D.I.Y. Industry Dominance.

Self Service 370

Self Service Analytics Automotive ROI 370

ECXO

APRIL 24, 2024

Ecosystem and Integration Strong Ecosystem: SAP, Oracle, and Salesforce have built extensive ecosystems around their software, including partners, developers, and consultants. This flexibility is crucial for large organizations with unique processes and requirements.

ROI 317

ROI B2B Software System 317

Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership?

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. Remember that consultants are the first to go in a recession.

Consulting 110

Consulting Financial How To Return on Investment 110

InMoment XI

JULY 24, 2024

This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. These services include things like consulting, training, and ongoing support aimed at optimizing every touchpoint in the customer journey.

Technology 195

Technology Customer Experience ROI Consulting 195

C3Centricity

JUNE 2, 2021

Price insensitivity is positively correlated with ROI. Cost is not as important in the business arena if there is a high ROI. Look at ERP (Enterprise Resource Planning) systems that can cost millions upfront over the first few years with consultants and implementation. I have been privy to many research and consulting proposals.

B2B 334

B2B B2C Brands Consumers 334

Beyond Philosophy

NOVEMBER 10, 2014

. < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

InMoment XI

JANUARY 27, 2025

For that customer, your brand isnt just another apparel warehouseyoure their fashion consultant, style authority, and default choice for wardrobe-building. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI. For most companies, this scenario remains unrealized potential.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

TechSee

JANUARY 27, 2025

AI Reasoning is what separates “low hanging fruit” with limited ROI impact, from meaningful AI automation with scalable, substantial, transformative impact. Schedule your complimentary consultation , and let’s explore how Sophie AI’s unique reasoning capabilities can level up your AI and CX Automation.

Interaction 124

Interaction Average Handle Time Multi-Channel Chatbots 124

Experience Investigators by 360Connext

JANUARY 7, 2025

Related resource : Customer Experience ROI: Tying CX Investments to Business Success Customer Experience ROI: Tying CX Investments to Business Success Prove customer experience ROI with strategies to tie CX investments to measurable CX metrics and outcomes.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. The post 5 rules for a highly successful customer experience implementation with amazing ROI!

Case Study 113

Case Study ROI Study Net Promoter Score 113

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.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

C3Centricity

JUNE 8, 2020

From ROI / ROR to ROE. Please check out our website for more information on our training and consulting offers, and then contact us here. As the world changes, customer demands are changing too and companies need to stay current, if not ahead of these demands, in order to ensure continued growth.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

Lumoa

MAY 5, 2022

The first step is to understand the current situation and how strategic work with CX can provide future ROI. About the authors Allegro is a Norwegian Communication and Technology bureau specializing in Customer Experience strategical consulting, co-creative workshops, and experience design processes.

Strategy 259

Strategy Customer Experience How To Consulting 259

InMoment XI

NOVEMBER 26, 2024

When you partner with InMoment, you get access to customer experience consulting with practitioners with over 50 years of combined experience that can help you build the best customer experience journey map for your organization.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Kustomer

AUGUST 3, 2021

New York, NY – August 3, 2021 – Kustomer , an all-in-one, top-rated AI-powered CRM for modern customer experiences, today releases findings from Forrester’s Total Economic Impact™ (TEI) study showing that organizations that switch to Kustomer see up to a three-year 422% in return on investment (ROI). TEI Study Findings.

Study 96

Study ROI Net Promoter Score CRM 96

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Nothing wrong with that! Always good to revisit this topic because it is such a hot one for customer experience professionals. Always the same (great) story, regardless.

Customer Experience 142

Customer Experience ROI Airlines Insurance 142

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

InMoment XI

JULY 19, 2023

InMoment’s customer experience experts include our expert practitioners and Strategic Insights Team, a dedicated team of consultants with over sixty years of research, marketing sciences, and advanced statistical expertise.

Customer Experience 195

Customer Experience Customer Journeys ROI Customer Centricity 195

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. Consultants can help businesses clarify these nuances. To watch the recording, click here. Takeaway #4. But even with top-tier software, the magic lies in how your teams respond.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

CSM Magazine

FEBRUARY 12, 2025

Discovery: Laying the Foundation for Success The journey to CX excellence begins with a thorough discovery phase, where our expert consultants work closely with organisations to understand their unique challenges and opportunities. About the Author Angela Clarkson is Head of Business Consultancy at Sabio Group.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

C3Centricity

JUNE 28, 2018

Perhaps it’s because CEOs don’t understand the role of a CMO or is there still an issue with the ROI of the marketing budget? Have you noticed how most consultants that start working within a company will usually commence their audits by speaking with many people internally? Why is this? The Opportunities.

Marketing 249

Marketing Brands Analysis ROI 249

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

Experience Investigators by 360Connext

MARCH 26, 2024

Image copyright Matthew Rakola] Greg Kihlström ( theagilebrand.com ) is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to some of the world’s top brands on marketing technology, marketing operations, and digital transformation initiatives. About Greg Kihlström: Greg Kihlstrom.

Banking 178

Banking Advertising ROI B2B 178

Blake Morgan

OCTOBER 29, 2024

Michele Crocker, a seasoned expert in digital customer experience and contact center consulting, knows this all too well. Ultimately, the ROI of AI goes beyond cost savings. The key to thriving in this environment lies in a few strategic moves: strong leadership, preventing agent burnout, and leveraging AI effectively.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

Thematic

FEBRUARY 19, 2025

Businesses work with consultants to validate the analysis and refine the taxonomy, making it costly and time-consuming to get accurate and relevant insights. Look for solutions are lower-cost with faster ROI. Thematic: Lower upfront investment and maintenance costs, along with a faster ROI makes it a budget-friendly solution.

How To 62

How To Self Service Analysis Analytics 62

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. Forrester is an advisory company offering research, consulting, and other services to help companies make better customer experience decisions.

ROI 73

ROI Metrics Data Customer Experience 73

Experience Investigators by 360Connext

FEBRUARY 9, 2018

If you’d like to put this power in your team’s hands and turn your whole organization into a customer-focused powerhouse, why not have a workshop to help them understand the mindset, approach, techniques, and many unconventional ways to get more ROI from a living customer journey map? And, it’s fun!

Touchpoint 207

Touchpoint Customer Journeys ROI Customers 207

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Beyond Philosophy

AUGUST 21, 2021

The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post 5 Rules to Guarantee a Return on Investment (ROI) appeared first on CX Consulting. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.

Return on Investment 78

Return on Investment ROI Consulting Measurement 78

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. The post 5 rules for a highly successful customer experience implementation with amazing ROI!

Case Study 97

Case Study ROI Study Customer Experience 97

C3Centricity

JUNE 28, 2018

Perhaps it’s because CEOs don’t understand the role of a CMO or is there still an issue with the ROI of the marketing budget? Have you noticed how most consultants that start working within a company will usually commence their audits by speaking with many people internally? Why is this? The Opportunities.

Marketing 229

Marketing Brands Analysis ROI 229

Beyond Philosophy

DECEMBER 15, 2021

The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post How to Successfully Change to a Digital Experience and Create ROI appeared first on CX Consulting. Follow Colin on LinkedIn and Twitter. How can we help?

ROI 78

ROI How To Consulting Financial 78

Alida

JULY 11, 2018

As for ROI, Joel said there are different ways of measuring the contribution of the research team. The big, audacious goal when it comes to ROI is measuring the value of insight: to tie wider, organization-wide decisions influenced by insight to specific business outcomes. is important—and something that insight can help answer.

Industry 141

Industry Brands Banking ROI 141