Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . And that’s where research really yields ROI.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

InMoment XI

FEBRUARY 3, 2025

The opposite may be true of a The quality you know and love message, which could be seriously off-putting to negative sentiment customers but highly converting among those with positive user experiences. Better Campaign ROI CI-enhanced marketing can also improve your campaign ROI. per click is a common range).

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

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. When handling VIP customers or high-value transactions requiring personalized service.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

SurveySensum

OCTOBER 31, 2024

Are you creating customer engagement in a digital world? What strategies are employed to build lasting relationships with your customers? If you want to discover the answers, then let’s dive deep into an important aspect of customer experience strategy – digital customer engagement. Let’s discover.

Customer Engagement 52

Customer Engagement Engagement Social Media ROI 52

Horizon CX

MARCH 1, 2021

The head of sales and marketing and the head of services aligned with all the reasons why Customer Satisfaction and Loyalty had to be the company’s number one operating pillar. Or better asked, which comes first, the monthly numbers or customer satisfaction? Compelling Arguments for Justifying CX Programs – the Dreaded ROI Question.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

inQuba

OCTOBER 22, 2024

To give you a sense of the ROI, consider the following case studies: Journey Orchestration ROIs The client is a leading financial service provider and offers truly unique solutions to the market. We have an excellent relationship with them and they are enjoying really great ROI.

ROI 52

ROI Customer Journeys Case Study Financial 52

eglobalis

JULY 31, 2024

CDPs and data integration tools streamline data collection and unify customer profiles, providing a holistic view that aids in delivering consistent and personalized experiences. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

Comm100

FEBRUARY 5, 2018

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. The answer for many businesses was customer engagement software.

Social Media 171

Social Media CRM Self Service Software 171

ECXO

AUGUST 12, 2024

MarTech offers viable solutions to these issues: Data Integration and Quality: CDPs and data integration tools streamline data collection and unify customer profiles, ensuring consistent and personalized experiences. MarTech solutions have dramatically transformed B2B customer engagement across different regions.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

SurveySensum

OCTOBER 22, 2024

These surveys help businesses engage with their customers in the digital world with the help of quick and engaging methods like polls, quizzes, etc. With this survey, businesses can interact directly with their followers, collect real-time customer insights, and enhance customer engagement.

Social Media 52

Social Media Survey Customer Engagement Engagement 52

Calabrio

MARCH 25, 2025

These tools often include automation features, such as automated survey distribution and real-time alerts for negative sentiment, allowing for timely responses and proactive customer engagement. Customer journey mapping tools These tools focus on visualizing and analyzing the customer journey across various touchpoints.

Software 130

Software Customer Journeys Tools Contact Center 130

Comm100

JUNE 24, 2020

Deploying Comm100 on-premise gives businesses more control and autonomy over their customer engagement solution with features like private IP address and a dedicated web application. On-premise deployment gives organizations the flexibility to scale and customize in-house to your unique requirements. Customizability .

Customer Engagement 130

Customer Engagement Software Engagement Omni-Channel 130

Calabrio

FEBRUARY 28, 2025

With its applications in fueling better self-service, improving agent training, and supporting compliance, theres a variety of ways that voice analytics can deliver contact center ROI. Plus, voice analytics helps in identifying and addressing customer pain points more efficiently, ensuring a higher standard of service.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

Alida

NOVEMBER 25, 2016

These companies understand that the more they know their customers, and the more they engage with them, the greater the benefits of customer intelligence. This raises the question: What is the ROI of customer intelligence and how do you measure it? Some brands use their community to build buzz and awareness.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Opinionator

JANUARY 8, 2021

The power of ROI (return on investment) is undeniable when measuring customer experience. Even a small increase in positive customer experience (CX) can propel your revenue to new heights, increasing company profits considerably. A high ROI ratio is what companies look for. What is Customer Experience?

ROI 98

ROI Customer Experience How To Effort Score 98

Optimove

FEBRUARY 17, 2025

By integrating multi-channel strategies, real-time analytics, and dynamic personalization, retailers can optimize each customer journey, ensuring messages resonate and drive engagement. Retailers can significantly boost customer engagement by tailoring messages to the specific needs and preferences of their audience.

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Software 145

Software Customer Engagement Engagement Omni-Channel 145

Totango

FEBRUARY 28, 2020

Creating a strong customer engagement strategy makes sure every interaction delivers that value. At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

ProProfs Chat

MARCH 13, 2020

Thanks to omnichannel customer engagement , businesses can now engage customers and deliver a personalized and contextual experience for every interaction. So, what is omnichannel customer engagement? . Benefits of Omnichannel Customer Engagement and Omnichannel Support.

Omni-Channel 110

Omni-Channel Customer Engagement Engagement e-support 110

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.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

JANUARY 22, 2025

Pre-configured response templates speed up response times and ensure that customer engagement is both timely and consistent. InMoments Ask Tool (a paid add-on) is incredibly easy to set up, providing deeper insights and massive ROI. and keeping them updated and accurate in near real-time.

Management 195

Management Multi-Channel Effort Score Social Media 195

Totango

SEPTEMBER 22, 2020

By fueling all of the above strategies with accurate and timely customer information, you can turn customer engagement, renewal , and growth into practical, repeatable, and achievable goals. The first step in building strong customer engagement is understanding the current customer experience.

Customer Engagement 102

Customer Engagement Engagement Strategy Effort Score 102

Ecrion

JULY 8, 2020

Interacting with your audience isn’t always optimized, though, which may result in you not getting as much out of your customer relationships as you could. Fortunately, making use of a customer engagement platform can resolve many of these issues. Improving Customer Service. Improving Customer Service.

Customer Engagement 89

Customer Engagement Engagement How To Chatbots 89

Comm100

AUGUST 10, 2022

Live chat is still the best customer engagement channel , but support agents can easily hit a limit during peak periods. This is one of the key advantages of chatbots in customer service for cyclical industries. .” – Richard Branson, COO of Tangerine. Provide support to agents during peak volumes.

Chatbots 246

Chatbots Customer Service ROI Case Study 246

InMoment XI

OCTOBER 4, 2024

Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors. Customer Experience Management (CXM) Definition CXM, on the other hand, focuses on improving the overall customer experience beyond just transactional touchpoints.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

JANUARY 28, 2020

According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. It’s especially important to engage executives and stakeholders to ensure retention. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients.

Customer Engagement 81

Customer Engagement Customer Journeys Engagement Tips 81

CloudCherry

MARCH 19, 2018

First and foremost, brands need to have a clear understanding of their CX investments and the ROI they’re looking to extract from it. • Use this data to come up with more personalized strategies for different customer segments. But often they fail to quantify the financial impacts of these initiatives.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. Aligning business objectives with contact center performance.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

InMoment XI

JULY 19, 2023

Implementing CX Technologies: With their expertise in CX technologies, customer experience experts can help you adopt and integrate cutting-edge tools such as AI chatbots, sentiment analysis platforms, and omnichannel solutions. These technologies streamline interactions, personalize experiences, and enhance customer engagement.

Customer Experience 195

Customer Experience Customer Journeys ROI Customer Centricity 195

Comm100

JANUARY 23, 2023

As the cost of retaining existing customers is significantly lower than the cost of acquiring new ones , excellent CX becomes crucial for all businesses looking to grow profits, especially in this economy. CX budgets will rise – but ROI will too Colin Taylor, CEO and Chief Chaos Officer at The Taylor Reach Group, Inc.,

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Hence, if you start with the EX, you will improve your customer experience. However, most employees do not hear much about customers’ realities, experiences, and expectations.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Brands 124

Brands Engagement How To ROI 124

Totango

FEBRUARY 12, 2025

A single product champion might push for renewal, while executive decision-makers require additional proof of ROI. Enterprise customer health scores must capture these nuances and deliver actionable insights. Navigate complex purchase decisions influenced by multiple stakeholders.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62