Definition Measurement ROI 
Experience Investigators by 360Connext
DECEMBER 10, 2024
Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts.
Customer Bliss
MAY 9, 2018
Customers as Assets measure the impact of the end-to-end experience of your organization. It measures what customers actually DID (via their behaviors), versus what they SAY they are going to do (via surveys). Your opportunity is to gain leadership attention to this simple definition of success. It unites leaders.
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InMoment XI
OCTOBER 4, 2023
Before we dive in, I feel that a quick definition of integrated CX—from our perspective—is a good place to start. 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.
InMoment XI
JULY 7, 2022
Brand equity is the measure of the perceived worth of a brand-name product, especially when compared to a generic equivalent product. Essentially, brand equity is a measurement of how much customers trust your brand’s product over a generic, which can indicate how much more likely a customer is to pick your product over a generic brand.
InMoment XI
DECEMBER 30, 2021
Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. Last but definitely not least, is a guide to transforming your experience program. What are you doing with it?
Calabrio
MARCH 4, 2025
To dispel this myth, its helpful to start with some core definitions. Since weve dispelled the myth that CX and Customer service are the same, its important to distinguish between measuring customer service and customer experience. CX cant be measured. CX is best managed through spreadsheets.
GetFeedback
MAY 9, 2019
We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. How do you measure the success of your CX program? . We won’t mind. .
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