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

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. Look at their usage and behavioral analytics.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

GetFeedback

OCTOBER 14, 2019

Oftentimes, this is because it can be difficult to get momentum behind initiatives that require more effort to prove the ROI. Outdated documentation. Unfortunately, though, the challenges associated with searching for or through documentation actually account for 21.3% It makes sense, right? . of productivity loss.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

BlueOcean

MARCH 3, 2025

As a sourcing professional, I have to ensure that our company culture is reflected in the RFP and also that the document is customized to the specific industry in which were sourcing. The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services?

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

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

Kerry Bodine

JUNE 3, 2021

I had my development team create a custom website that will help you quickly navigate through the course, understand the key takeaways of each module, watch the videos, and download all the related documents. This focus on business success makes calculating the ROI of this course a no-brainer. Enroll today !

Course 177

Course Video ROI Customers 177

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

And, having REAL dates, real ways to measure success, and real discussions about ROI makes everyone happy. This document becomes an effective tool to keep everyone aligned around the CX Mission and CX Success Statement. Nothing gets your C-Suite more excited than seeing real goals that connect with organizational success.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

GetFeedback

JANUARY 12, 2020

Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: . CustomerThink CX research finds that more Winning CX programs–those claiming tangible ROI or competitive advantage–focus on creating a distinctive or “signature experience” such as the Southwest example I’ve shared.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

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. To prove ROI on the effort put into your programs, you should categorize the goals of the voice of customer program.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Experience Investigators by 360Connext

JULY 7, 2020

If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste of time. . But journey maps done right aren’t static documents intended to be created and then ignored.

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

BlueOcean

JULY 18, 2017

As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management and technical documentation. We’re working hard to leverage their investments and ROI across the entire enterprise. Complex customer service scenarios are our sweet spot.

Case Study 50

Case Study Study Contact Center ROI 50

Uniphore

JUNE 21, 2021

A faster ROI. Documentation is good but it doesn’t mean your users follow it Documentation, no matter how detailed, only works when integrated into the process and used effectively. When going through the design, make sure your documentation helps establish use-case accuracy and increases buy-in on the final solution.

Contact Center 147

Contact Center Call Center ROI Tools 147

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. Cloud has matured far beyond its early beginnings nearly 2 decades ago. That part of the journey can be easily forgotten in value propositions and marketing campaigns.

Contact Center 159

Contact Center Call Recording ROI Report 159

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? Working in support means constantly upping your game. So we’re here to help.

Self Service 93

Self Service Handbook Customer Service Culture 93

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? For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI.

CEM 170

CEM ROI Metrics Call Center 170

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

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

Storyminers

JULY 10, 2017

If companies tried to determine the ROI for each associate, they could not only ascertain their true worth, but could better compensate and retain excellent associates, and therefore have much higher revenues and profits. This ROI would also document that the investment in customer experience is worth it.

Customer Experience 145

Customer Experience Retail ROI Loyalty 145

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

The Confirmit ROI calculator enables Customer Experience professionals to measure the potential benefits of implementing a VoC program in their organization. Calculate your ROI. What Can I Measure With the ROI Calculator? Get an ROI Consultation. Calculate the ROI for your CX activities. Faster Growth.

ROI 52

ROI Self Service Customer Experience Professionals Financial 52

Totango

NOVEMBER 10, 2020

Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal. Document and capture new initiatives as they arise.

Customer relationships 123

Customer relationships Customer Success ROI Customers 123

CloudCherry

JANUARY 22, 2020

Unproven ROI. Altogether, your requirements should be clear and documented, and they should be communicated to every stakeholder involved in the process. Struggling with siloed data. Not Acting on Insights. Lack of priorities. Informal processes. Failure to translate insights into action. Not Monitoring Changes in Customer Perception.

How To 243

How To Social Media Analysis Feedback 243

BlueOcean

JULY 16, 2019

One that can wow your customers while simultaneously delivering an unparalleled ROI? This can impact both the accuracy and execution of contracts and other documentation. Looking for an onshore contact center partner? Your answer may just lie to the friendly north. Your dollar will stretch further.

Contact Center 174

Contact Center Sports Culture ROI 174

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? For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI.

CEM 150

CEM ROI Metrics Call Center 150

Circular Edge

JUNE 22, 2023

Quantifying that value — the return on investment (ROI) of your ERP — is crucial to building a business case that justifies an ERP investment in the first place. But because ERP systems have the potential to touch so many different aspects of a business, quantifying their impact — and, therefore, their ROI — can be complex.

ROI 52

ROI System Return on Investment Resources 52

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. This helps to deepen customer relationships, increase customer lifetime value, and ultimately drive higher revenue.

Analytics 195

Analytics Data Social Media Average Handle Time 195

TechSee

JANUARY 29, 2024

It can be tough to track where, within a massive amount of documentation, the LLM misunderstood or misinterpreted the documentation and why the system came up with incorrect customer guidance. Similarly, internal documentation is often proprietary and should only be uploaded to third parties with ironclad security policies.

Contact Center 124

Contact Center Leadership Training Guidelines 124

Alida

OCTOBER 5, 2020

This is a trend that has been documented annually, with response rates now often dipping into the single digits. They concluded that this approach allows researchers to deliver more value and higher ROI to an organization versus traditional ad-hoc research. Participants are tired of anonymous surveys and response rates have plummeted.

ROI 130

ROI Survey Trends Brands 130

Inbenta

OCTOBER 30, 2024

It’s a framework to create, access and share a company’s knowledge — its content, documents, training modules, and more. What is a knowledge management system? It lowers support costs through self-service and addresses documentation gaps and knowledge silos. So what is knowledge management?

Self Service 52

Self Service Chatbots System Training 52

GetFeedback

JULY 19, 2019

They are documenting their satisfactory experiences, and they are giving you operational nuggets of insight. This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts. But they are doing something. Look for trends in their experiences. Get the Guide.

Data 262

Data How To Social Media Effort Score 262

BirdEye

NOVEMBER 22, 2024

This tool provides: Free 360° tour creation Direct Zillow integration Mobile-based capture Basic editing features Know how Zillow for realtors helps in enhancing online reputation Category: Document management for real estate Efficient document handling is crucial for modern real estate transactions.

Tools 52

Tools Marketing Social Media Multi-Channel 52

Ecrion

JANUARY 6, 2021

Although some business owners are reluctant to pay for software licensing, the amount of time they’re able to save can result in an exponential increase in ROI. Discover the Features of Document Assembly Software. document automation. Document Automation Buyer's Guide. Not quite sure how to begin?

Software 98

Software Healthcare Insurance ROI 98

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

With this guardrail in mind, retailers can look for GenAI solutions that offer: Agent assists with in-the-moment natural-language search that pulls information from company documentation, such as the website, manuals, and knowledge bases.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

LiveChat

AUGUST 26, 2019

The API is fully documented , which makes it easy to implement. Measure your customer service ROI. The post LiveChat for Managers: Measure your Customer Service ROI appeared first on LiveChat. But sometimes you want even more detailed reports that are cut tailored to your needs.

ROI 57

ROI Measurement Customer Service Management 57

Alida

AUGUST 10, 2017

I understand that we don’t always operate in an environment where we can reject weak statements that claim to prove CX ROI. If the brand is fundamentally changing, let’s follow customers during that journey so that we won’t need to resort to a mostly correlational and usually useless grab-bag of data to document our success.

Measurement 147

Measurement How To Effort Score Study 147

Topdown

DECEMBER 21, 2017

Not that long ago, customer communications management (CCM) would be a part of most companies’ operations department since it was all about automating the printing and mailing of massive amounts of documents.

Communication 66

Communication ROI Management Customer Engagement 66