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
Such an environment doesn’t just improve customer experience; it enhances employee experience (EX) by fostering a sense of ownership, engagement, and professional growth. In B2B environments, where clients often engage with multiple departments, a siloed approach can create disconnects and inconsistencies that diminish the overall experience.
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eglobalis
NOVEMBER 26, 2024
Traditional metrics like Net Promoter Scores often miss its nuanced impact, requiring a broader set of Key Performance Indicators (KPIs). Develop Client-Specific KPIs: Measure metrics like response time improvements and proactive issue resolution rates. This partnership approach exemplifies empathy in product development.
eglobalis
SEPTEMBER 5, 2024
In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics.
Speaker: David Worrell, CFO, Author & Speaker
Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements. Key Metrics that Matter 🔑 Discover essential financial ratios and indicators that tell the real story of your business.
eglobalis
NOVEMBER 12, 2024
But imagine transforming each client engagement into an indispensable experience that not only meets but anticipates and exceeds client expectations. Instead of traditional metrics, which often emphasize internal performance, client-centered delivery measures success by how well the project addresses the client’s pain points and aspirations.
eglobalis
DECEMBER 11, 2024
Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. Through A/B testing and other experimental methods, businesses can assess different design elements’ impact on user engagement and satisfaction.
Speaker: Carlos Hidalgo, Co-Founder & CEO of Digital Exhaust, Author, International Keynote & TEDx Speaker
By attending this session, you'll learn: How to develop a common view of the customer and define the roles of engagement 🔐 How to go beyond marketing and sales alignment, and truly align across the full customer journey 🌐 What key metrics can (and should) be used to unify marketing and sales 📈 and more!
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. What do these metrics have in common? To drive enduring change, redirect focus on metrics you can see before touch-points. Employee engagement. Organizational empowerment.
Speaker: Nate Brown, Co-Founder, CX Accelerator
Do you have the right metrics in place to assess your true impact? Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results. How to move beyond effort using Customer Engagement Score, Customer Growth Engine and more to develop a CX dashboard.
Advertiser: ZoomInfo
Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. This buyers guide will cover: Review of important terminology, metrics, and pricing models related to database management projects. What’s involved in their maturity process? Having an accurate and up-to-date database.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. In the world of business, connecting the dots from experience to financial impact is an essential skill.
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This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
It is hard to correlate loyalty metrics with business results. Ways in which you can identify the critical drivers of "Ease of Doing Business"—and how to engage employees to solve problems. NPS and Loyalty are the new shiny. Companies are investing millions in improving CX. January 15th, 2019 11:00 AM PST, 2:00 PM EST, 7:00 PM GMT
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