ECXO
OCTOBER 27, 2024
How Customer Success Metrics Are Reshaping the Subscription Economy Introduction The subscription economy has redefined the way businesses operate, moving from one-time purchases to continuous customer relationships. The image was created by DALL·E, and all rights are reserved by ECXO.org.
eglobalis
NOVEMBER 3, 2024
This deeper level of insight requires more than surface-level data; it involves building continuous engagement practices, establishing feedback loops, and leveraging data analysis to capture meaningful insights. Additionally, feedback loops play a crucial role in refining CX over time.
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InMoment XI
OCTOBER 31, 2024
The best way to get started is by tracking and monitoring call center metrics. What Are Important Call Center Metrics to Measure? Call center metrics provide insight into the customer experience and quantify agent productivity. Here are 30 important metrics you can track to ensure your call center achieves its goals.
eglobalis
NOVEMBER 26, 2024
Train Teams Effectively: Ensure employees can translate data insights into empathetic actions that align with client priorities. Equip Teams with Data: Provide access to client histories and real-time operational data to personalize solutions. This autonomy ensures faster resolutions and builds client trust.
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In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index. Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research.
InMoment XI
MARCH 14, 2025
Call performance data can also reveal inefficiencies in call management, wait times, and workflows to further help you balance available resources (agents) with demand. Data-Informed Decision-Making When you work with real data, you can do more than just put out firesyou can make smarter decisions before problems even start.
eglobalis
SEPTEMBER 5, 2024
To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics. This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success.
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Do loyalty metrics need to be reassessed? After analyzing VOC data from verticals including Financial Services, Healthcare, B2B Services and Technology, we found some interesting answers. CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs.
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Do loyalty metrics need to be reassessed? To answer these questions, we analyzed VOC data from programs across a variety of verticals – including Financial Services, Healthcare, B2B Services, Technology, and more. Common questions include: Does Net Promoter Score® (NPS) still have the same predictive power?
Speaker: Irit Eizips, CEO, CSM Practice
With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance. What the best practices are for tracking and proving customer value.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Advertiser: ZoomInfo
Multiple industry studies confirm that regardless of industry, revenue, or company size, poor data quality is an epidemic for marketing teams. As frustrating as contact and account data management is, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information.
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While KPIs can be based on any activity that’s important to your business, choosing the right ones will give you quantifiable data that demonstrates the value that your contact center provides, both to your organization’s senior executive team and your own members in the contact center.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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