eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. In CX, the same applies to CSAT, CES, and whatever.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not necessarily.

ROI 243

ROI Customer Experience NPS Financial 243

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

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. . What they need is a full picture—the “why” of customer behavior. Give NPS and CSAT some context.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Metrics 185

Metrics Report Groups Study 185

ECXO

JULY 29, 2024

Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Calabrio

MARCH 25, 2025

Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want? If not, thats where the latest AI-driven Voice of the Customer software and tools can help. Customer interaction scoring for quality assurance.

Software 130

Software Customer Journeys Tools Contact Center 130

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. CX programs centered solely on the ‘what’ will struggle to drive tangible financial value.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Difficulty in isolating impact of consumer insights.

Handbook 275

Handbook Marketing ROI Social Media 275

eglobalis

JULY 31, 2024

Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics. These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

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

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Lack of good data.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

InMoment XI

NOVEMBER 26, 2024

When you have the goals and actions outlined, you can position your organization to be prepared to meet customer needs. Step 5: Understand Customer Sentiment While customer sentiment is usually a metric reserved for consumers who have already become customers, it can be useful in creating a customer journey map.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. What is Customer Experience Analytics? It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

CloudCherry

JULY 31, 2019

By that, he means that companies don’t use the customer insights they gain to drive critical organizational changes. Logistician – Stays on top of the metrics that underpin a CX initiative. He or she tracks the data that proves the ROI of CX works. Instead, find out what metrics matter to different functions.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. New markets and new customer segments.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Metrics 120

Metrics Report Groups Study 120

Storyminers

MAY 8, 2017

[SIDEBAR: The six essential disciplines of the Customer Experience Professionals Association: Customer-Centric culture, CX Strategy, Experience Design Improvement & Innovation, Metrics & Measurement and ROI, Organizational Adoption & Accountability, Voice of the Customer Insight & Understanding.].

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

Lumoa

SEPTEMBER 8, 2021

Re-Align the Function of Customer Insights Customer experience thought leader Shep Hyken says , “Customer service is not a department. Customer insights teams should focus on coaching everyone in your organization on finding the latest analytics and knowing how to action them. ” He is right.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Step 2: Set clear goals and success metrics. Once you’ve gathered insights from your customer journey mapping, the next step is to set clear business goals and success metrics for your VoC program.

How To 221

How To Customer Journeys Feedback Survey 221

CloudCherry

DECEMBER 1, 2018

It’s even more difficult to measure the impact introducing proactive service has on the customer experience. Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns.

CEM 186

CEM CRM ROI Survey 186

InMoment XI

AUGUST 13, 2024

Agent & Manager Scorecards Agent and coach scorecards are invaluable tools for businesses aiming to optimize the performance of their customer-facing teams. These scorecards provide a comprehensive view of individual agent and team performance, offering insights into both strengths and areas that need improvement.

Software 195

Software Social Media Analytics Return on Investment 195

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. These insights shouldnt lead to better performance only in the contact center, though.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

SEPTEMBER 5, 2024

As companies monitor customer feedback and trends, they have a clear picture of what products and services customers want and are willing to pay for, which means that the company can provide those with greater accuracy. Increasing customer lifetime value: Customer lifetime value is the revenue earned from a single customer over time.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

CloudCherry

NOVEMBER 13, 2018

It’s even more difficult to measure the impact introducing proactive service has on the customer experience. Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns.

CEM 170

CEM CRM ROI Survey 170

Calabrio

MARCH 4, 2025

Performance metrics: Contact centers can track and measure key performance indicators (KPIs) related to conversations, such as call duration, response time, or customer satisfaction scores. With generative insights, getting to the bottom of emerging issues is faster and enables customer service teams to more easily know what to do.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

InMoment XI

SEPTEMBER 19, 2024

To improve the end-to-end customer experience and your bottom line, consider implementing personalization such as product recommendations, unique discounts, or personalized communication. You may also be able to drive employee engagement by offering incentives once certain metrics are met.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

ijgolding

JUNE 9, 2015

Embeds customer experience impact as a criterion for all business and investment decisions. Introduces new processes and tools to improve customer experience. Works across departments and organizations to improve customer experience. Regularly reviews CX metrics and feeds back at all levels of the organisation.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Optimove

NOVEMBER 26, 2024

This phased transition ensures that new channels are incorporated strategically, avoiding overwhelming customers or diluting the brand message. What Metrics Should Marketers Track to Evaluate Success? These metrics should align with business goals and customer behavior patterns. Map these insights to other channels (e.g.,

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Senior-level marketers are also seeking better customer insight, says VoC marketing expert Ernan Roman of ERDM. We’re not the only ones obsessed with the Voice of the Customer.

How To 150

How To ROI Policies Analysis 150

CloudCherry

JANUARY 21, 2020

For VoC insight to be meaningful, companies need to be able to collect feedback across multiple channels- possibly in various languages. While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

CX University

OCTOBER 12, 2021

Download the CXU Online Course Guide to review more details: Download here.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

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. And they can only do it with the help of data and metrics to measure and follow their progress. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision.

Data 312

Data Retail Analysis Analytics 312