CloudCherry

MARCH 28, 2019

Your journey map is the most critical document your CX team has available to you. Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? Connect CX to ROI – understand how CX improvements affect real business metrics.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

GetFeedback

OCTOBER 14, 2019

That will allow you to see the correlations of different metrics. . Oftentimes, this is because it can be difficult to get momentum behind initiatives that require more effort to prove the ROI. Outdated documentation. The fact is that: keeping documentation up to date is tricky. It makes sense, right? .

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

It’s easy to create goals in customer experience that are either: Based on metrics that the customer feedback team held responsible can’t influence, like NPS Or big ideas that aren’t real goals, like “make every customer delighted every time” Every other team has real goals. We got you. Get real about goals.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

CloudCherry

OCTOBER 25, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? Can we make our legal documents easy to read? The North Star Metrics for CX Buy-in. Even the CEO was held accountable to adoption metrics when reporting to the board.

CEM 170

CEM ROI Metrics Call Center 170

Comm100

MAY 19, 2020

It’s been shown that live chat can drive 3x – 5x more conversions and deliver up to 6000% ROI. If you have many such documents or help articles online, though, customers or users may not be able to find or use them quickly. These numbers make one thing clear: live chat is effective in generating leads and making sales.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Kayako

JULY 6, 2017

Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. What is the ROI on having a customer-driven company? What metrics are most useful to present on, and what do they mean to the people around you?

Self Service 109

Self Service Handbook Customer Service Culture 109

GetFeedback

MAY 13, 2019

Alternatively, the action could result in mass change for a company, such as the overhaul of a process, the addition or removal of documentation or training, or a new feature or product. At a minimum, every company should measure and trend key customer experience metrics such as NPS, CES, and CSAT.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

NICE inContact

SEPTEMBER 20, 2019

But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky. Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment.

Contact Center 159

Contact Center Call Recording ROI Report 159

CloudCherry

DECEMBER 1, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? Can we make our legal documents easy to read? The North Star Metrics for CX Buy-in. Even the CEO was held accountable to adoption metrics when reporting to the board.

CEM 150

CEM ROI Metrics Call Center 150

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Call Handling Procedures: Standard greetings/closings, call flow guidelines, escalation paths, documentation standards.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

InMoment XI

SEPTEMBER 3, 2024

Demonstrate Return on Customer Service Investment Conversation analytics provides businesses with tangible evidence of the customer experience ROI from their efforts. Developing appropriate metrics to evaluate effectiveness is difficult, and human judgment is often required to assess the quality of the insights generated by algorithms.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Thematic

APRIL 21, 2025

Modern customer feedback platforms, like Thematic , make this easier by integrating data from surveys, chat logs, online reviews, and more—fusing it all with your performance metrics to yield deeper, actionable insights. B2B customer insights analysis should focus on the metrics and signals that drive retention and growth.

B2B 62

B2B Customer Insights Engagement How To 62

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Structured feedback. Get the Guide.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

InMoment XI

JUNE 5, 2024

Document level text mining/NLP – Supporting all industry-standard NLP functions, including classification (via ml models, boolean queries, or against pre-trained taxonomy based on Wikipedia categories), NER, theme/concept extraction, sentiment measurement, summarization, intention, effort, and emotion measurement.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Customer Bliss

MAY 16, 2017

FIS had a situation where some of their software implementation required weeks and hundreds of pages of static documents. Eventually the customer experience side got it down to an online document library and less than a few days. ROI In FIS’ Business. Like any executive, Milista gets asked about ROI all the time.

Chief Customer Officer 0

Chief Customer Officer ROI Financial Insurance 0

Centercode

APRIL 16, 2019

What are beta program metrics exactly? I’m sharing this experience (with his blessing) because it provides some insight for other product and program managers who have questions about identifying key beta program metrics. Fun fact: there are a lot of metrics that a beta program can capture (it’s shocking, I know).

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? You need the quantitative ROI to make a strong business case and obtain approval for continued investment.

ROI 59

ROI Customer Experience Self Service How To 59

Confirmit

JANUARY 8, 2020

A Voice of the Customer (VoC) program can have a measurable financial impact for organizations by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. Calculate your ROI. What Can I Measure With the ROI Calculator? Get an ROI Consultation. Switching Solutions.

ROI 52

ROI Self Service Customer Experience Professionals Financial 52

BirdEye

NOVEMBER 22, 2024

The system analyzes competitive property descriptions, marketing approaches, and client engagement metrics to identify market opportunities and optimize your agency’s strategy. DotLoop A comprehensive transaction management system that centralizes document workflows and enhances team collaboration throughout the closing process.

Tools 52

Tools Marketing Social Media Multi-Channel 52

ProProfs Chat

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

Thematic

APRIL 21, 2025

If the goal is reducing support calls, you might focus on feedback about documentation or common bugs. Over time, consistent gathering lets you see trends: maybe complaints about “login issues” spiked after a certain release, or customer satisfaction steadily rose once you improved your documentation.

Feedback 62

Feedback Roadmap NPS Effort Score 62

AWS Machine Learning

MAY 2, 2024

As new embedding models are released with incremental quality improvements, organizations must weigh the potential benefits against the associated costs of upgrading, considering factors like computational resources, data reprocessing, integration efforts, and projected performance gains impacting business metrics.

Effort Score 129

Effort Score Comparison Metrics Return on Investment 129

InteractionMetrics

JANUARY 7, 2025

With over 75 CX practitioners joining the conversation, we dove into the heart of customer journey mappingas a tool for creating experiences that drive ROI. Customer journey mapping visually documents the steps a customer takes to achieve a specific goal from their perspective. To watch the recording, click here.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Comm100

FEBRUARY 6, 2018

This person should ensure documentation and content produced by team members is consistent, as well as overseeing technology, strategy and content generally. They need to monitor for new issues that need documentation, and also look at existing articles to ensure that the information is valid and correct. Download Now.

Knowledge Base 133

Knowledge Base Advertising Social Media Video 133

BlueOcean

AUGUST 7, 2018

You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. If you do choose procurement software, just make sure you enable vendors to attach additional documents that can showcase any “out of the box” information.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

Interactions

OCTOBER 23, 2024

A key issue holding retailers with “good enough” systems back is an over-reliance on containment as the key metric of automation success. When callers hang up or sigh and accept a half-solution that doesn’t really solve their problem, this could be declared “successful” when only looking at containment.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

Experience Investigators by 360Connext

AUGUST 26, 2020

There’s been a lot of buzz about the need for more ROI in Customer Experience. This is true, but before we can measure ROI we must do a better job defining what success really is. The metrics you’ll use to measure success. Choose Metrics to Measure. The realistic parameters you’ll define success within.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem. The first step is to review your metrics and listen to customer feedback regularly.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

DCX

JANUARY 7, 2025

This worksheet helps you move beyond surface-level metrics to create meaningful customer impact. Leave a comment DCX Experiment: Reality Check Worksheet Is your CX program delivering real value, or is it just going through the motions?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. The goals summarized above can be measured using the following success metrics. Let’s start with the business success metrics for workforce training.

ROI 52

ROI Training How To Course 52

AWS Machine Learning

MAY 9, 2024

Benchmarking and metrics – Defining standardized metrics and benchmarking to measure and compare the performance of AI models, and the business value derived. Setting KPIs and metrics is pivotal to gauge effectiveness. Performance management Setting KPIs and metrics is pivotal to gauge effectiveness.

Government 133

Government Policies Guidelines Leadership 133

LiveChat

AUGUST 26, 2019

It’s a place where you keep an eye on the most important metrics. Besides monitoring the metrics on a daily basis without stressing too much about them, there are situations where it’s a go-to place for you to take a proper action – especially if you have a software company. Measure your customer service ROI.

ROI 57

ROI Measurement Customer Service Management 57

Ecrion

JULY 17, 2019

That’s why it’s critical to proactively define the customer metrics that are most important to your business and measure progress on them over time. Read on to learn about the most crucial customer service metrics that businesses across industries use to evaluate their success. Personalization is key to customer experience management.

Metrics 55

Metrics Self Service Customer Service Net Promoter Score 55

AWS Machine Learning

NOVEMBER 22, 2023

An intelligent document processing (IDP) project usually combines optical character recognition (OCR) and natural language processing (NLP) to read and understand a document and extract specific terms or words. Define goals and metrics – The function needs to deliver value to the organization in different ways.

Financial 114

Financial Resources Return on Investment Analysis 114

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Whether it’s giving a presentation, writing documentation, or creating a website or blog, we need and want to share our knowledge with other people.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

SuiteCX

JANUARY 16, 2019

So many companies are only using VOC/NPS coupled together to use as a Customer Experience metric set. Then when an Executive wheels by to ask how this directly affects ROI or where are the actionable steps based on negative surveys or NPS scores – crickets…. First – Minding! transfer funds).

Net Promoter Score 100

Net Promoter Score NPS Customer Journeys Social Media 100

TechSee

DECEMBER 9, 2020

For example, an attended RPA case study may be related to the onboarding process, automating the series of documents that a new customer must fill out and sign, or information entry, where a human agent can trigger an RPA task to update customer information across multiple systems.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109