InMoment XI

NOVEMBER 2, 2021

Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. Four Ways to Prove CX ROI (and Assets That Show You How). Four Ways to Prove CX ROI (and Assets That Show You How). Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1:

ROI 195

ROI Customer Retention Infographics eBook 195

InMoment XI

AUGUST 19, 2024

What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales. But don’t just measure to measure!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Beyond Philosophy

DECEMBER 6, 2018

So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. Measuring your results is vital to your success in Customer Experience. 8 Key Stats That Show You Customer Experience Delivers ROI.

ROI 164

ROI Customer Experience Customers Resources 164

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers.

B2B 339

B2B Customer Journeys How To Effort Score 339

DCX

DECEMBER 31, 2024

That’s why the DCX Newsletter is evolving into Decoding Customer Experience. This isn’t just a new name—it’s a renewed commitment to delivering practical, actionable resources that help you achieve your goals and make your work life easier. Why is ROI So Hard to Prove? What’s Changing? The problem?

ROI 52

ROI Self Service Leadership Metrics 52

InMoment XI

NOVEMBER 7, 2024

With a vast range of integrations and robust data management features, Salesforce is a solid choice for larger organizations seeking an all-encompassing approach to customer experience. However, the platform’s complex setup and maintenance can demand significant resources, especially for companies new to customer experience automation.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

TechSee

OCTOBER 7, 2024

Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. Training and Support: Evaluate the vendor’s training resources and customer support offerings.

Software 130

Software Customer Journeys Tools Contact Center 130

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Establishing Customer Status and Goals.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

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. Pricing, value perceptions and CLV (Customer Lifetime Value).

Handbook 275

Handbook Marketing ROI Social Media 275

Customer Bliss

AUGUST 4, 2016

One concept I get asked about a lot is customer retention strategy. Business tends to grow as a result of two factors: Your customer acquisition strategy. Your customer retention strategy. Now, a lot of businesses focus much of their effort on the customer acquisition side. It’s obviously important.

Customer Retention 100

Customer Retention Strategy ROI Customers 100

InMoment XI

JULY 24, 2024

Customer experience management (CX) can be time-consuming and resource-intensive. That’s where customer experience services (CX services) come in. What Are Customer Experience Services? Training and Workshops : Educational resources to empower your team with CX best practices.

Technology 195

Technology Customer Experience ROI Consulting 195

CloudCherry

MARCH 15, 2018

Given what’s happening in the market, it is crucial for telecom brands to not go out all guns blazing and pump millions of cash into advertising and marketing to attract new customers. If anything, it will lead to a complete burn out of resources. But you might ask why is there a sudden shift of focus on customer retention?

Wireless 210

Wireless Customer Retention Call Center Advertising 210

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Customer Retention

ROI 98

ROI Effort Score e-support Metrics 98

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. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

SuiteCX

JUNE 15, 2017

Customers do not react well to being told “you cannot join this brilliant reward program because we need a control group and you’re in it”. This translates to, ‘my biggest spending customers are more valuable than my lowest spending customers’. For example; which customer segments are most at risk?

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Customers do not react well to being told “you cannot join this brilliant reward program because we need a control group and you’re in it”. This translates to, ‘my biggest spending customers are more valuable than my lowest spending customers’. For example; which customer segments are most at risk?

ROI 100

ROI Measurement Marketing Loyalty Programs 100

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. We publish new resources on the regular, so stay in the loop by signing up for our CX newsletter.) . How do you demonstrate the return on investment (ROI) for your CX program? .

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. Comm100 comment: Providing excellent customer service is a proven way to boost customer retention.

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

Calabrio

MARCH 22, 2025

Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization. Equip supervisors with real-time adherence data and tools to monitor agent performance and provide immediate support during customer interactions.

Contact Center 130

Contact Center Management Strategy Call Center 130

Alliance by IFS

JANUARY 23, 2019

Watch our short video and take our 5-minute quiz to see what kind of ROI results your organization could achieve by implementing field service management software. Take our 5-minute quiz to see what kind of ROI results your organization could achieve by implementing field service management software. See What Your ROI Could Look Like.

ROI 85

ROI Software Video Call Center 85

Alliance by IFS

MARCH 27, 2019

Watch our short video and take our 5-minute quiz to see what kind of ROI results your organization could achieve by implementing field service management software. Use our ROI calculator for software purchases and take a five-minute quiz to see the rewards your organization could reap by implementing FSM software.

ROI 81

ROI Software Management Call Center 81

InMoment XI

DECEMBER 13, 2024

These insights inform training programs and guide resource allocation for better customer service. Managers can use the insights to make informed decisions on agent training and resource allocation. It improves customer experiences. For example, the insights prove helpful in resource allocation and agent training.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Retently

NOVEMBER 27, 2024

AI-powered strategies amplify these results, with 92% of retailers reporting positive ROI. Because personalized shopping experiences make customers feel seen and valued, which leads to higher engagement and repeat purchases. Next, we’ll discuss how building customer loyalty can supercharge long-term growth. The best part?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Thematic

FEBRUARY 19, 2025

Time to insights Thematic and XM Discover significantly differ in how quickly they deliver value, the complexity of their setups, and the resources they require. Overall business impact: Faster insights mean quicker responses to customer needs, leading to improved CX, higher customer retention, and more agile decision-making.

How To 62

How To Self Service Analysis Analytics 62

Totango

FEBRUARY 12, 2025

Why customer health is vital for enterprise growth Enterprise B2B organizations often face a daunting challenge how to maintain strong relationships when managing thousands of customers across multiple verticals, regions, and use cases. A robust customer health model offers a solution.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

InMoment XI

FEBRUARY 23, 2024

Complexity and Cost: Market segmentation can be complex and resource-intensive, requiring extensive data collection, analysis, and segmentation strategy development. Small businesses with limited resources may struggle to implement segmentation effectively.

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80

Think Customers

JUNE 13, 2024

When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, companies need only focus on four. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO.

ROI 64

ROI Chief Customer Officer Metrics Return on Investment 64

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. Companies that use AI-driven customer insights don’t simply react faster—they stay ahead of the curve.

Customer Insights 62

Customer Insights Data Analytics How To 62

Optimove

FEBRUARY 10, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: While acquisition drives market share, customer retention is the unsung hero behind sustainable profits. Balancing acquisition with a strong retention plan is essential to driving marketing ROI. The result?

Marketing 59

Marketing ROI Loyalty Customer Base 59

Calabrio

APRIL 11, 2025

The right set of tools delivers streamlined (even automated, GenAI-powered) evaluations, facilitates data-informed coaching conversations, provides agents with visibility into their progress, and can integrate with learning platforms to deliver targeted resources exactly when needed. Increased customer satisfaction by 6.4%

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Kayako

JULY 31, 2019

In addition to customers being able to get answers to pre-sales queries, live chat plays a big role in customer retention by allowing your team to provide instant support to customers who need it most. Acquiring a new customer can cost 5x as much as retaining an existing one – Invesp.

Sales 207

Sales Marketing Net Promoter Score Consumers 207

GetFeedback

APRIL 24, 2019

Where would your business be without its customers? That’s why companies are increasingly dedicating time, energy, and resources to improving the overall customer experience (CX). Customers need to easily be able to find answers to questions and contact support when issues arise. Link CX initiatives to ROI.

Net Promoter Score 170

Net Promoter Score Effort Score How To NPS 170

Experience Investigators by 360Connext

FEBRUARY 6, 2024

We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270