CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Connecting CX to ROI. Connect CX to ROI – understand how CX improvements affect real business metrics.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

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. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Only one-third!

ROI 98

ROI Effort Score e-support Metrics 98

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. And determine among those what is most doable, i.e., assess ROI of pain points and of modifications. You put it on the wall. And nothing changes.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

InMoment XI

AUGUST 9, 2024

This exercise will highlight potential pain points and opportunities to enhance the customer experience. The metrics you choose will depend on what your customer experience goals are. You should choose the metric that most closely aligns to your CX goals. You should choose the metric that most closely aligns to your CX goals.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

System 317

System Effort Score NPS Net Promoter Score 317

Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Unclear ROI Value: Some customers have trouble seeing how your service will meet their goals. Help them benchmark their success by using statistics and accurate metrics so their growth becomes more visible.

ROI 76

ROI Customer Success Strategy Effort Score 76

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections.

Exercises 97

Exercises ROI Conference Video 97

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

DCX

JANUARY 7, 2025

This worksheet helps you move beyond surface-level metrics to create meaningful customer impact. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful. Let me know if you have any questions or need any further assistance.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Social Media Marketing: ROI from Lynda.com. Where to Start. Social media marketing courses: Social Media Marketing Specialization from Coursera.

Social Media 167

Social Media Course Training Marketing 167

Customer Bliss

MAY 11, 2017

Important distinction here: Oftentimes in the early stages of CCO work, it’s all Excel spreadsheets and ROI equations and “create a 10-step plan.” They go through exercise to immerse people in the actions and experiences customers have. On the first question, out of 50+ people, she got 50+ different answers.

Examples 131

Examples Customer Experience Airlines Exercises 131

ClearAction

JANUARY 11, 2015

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded.

Customer Experience Management 48

Customer Experience Management Metrics Customer Experience Management 48

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. Measuring the User Experience: Collecting, Analysing, and Presenting UX Metrics by Bill Albert and Tom Tullis.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Gainsight

NOVEMBER 18, 2019

Of the B2B companies that are fine-tuning their CX strategy , they are said to have strong revenue growth and ROI, reporting more than a 2x return on their investment. The 2×2 matrix below outlines four types of CX metrics. Lagging metrics represent outcomes and tell us what the customer experience was in the past.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

CloudCherry

DECEMBER 1, 2018

As part of our Consultative MX services, we go through a journey mapping exercise with every new credit union we work with and then bring this journey map into the product. It’s because of this that figuring out why people leave and how to improve loyalty metrics like NPS are common questions with many businesses.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

As part of our Consultative MX services, we go through a journey mapping exercise with every new credit union we work with and then bring this journey map into the product. It’s because of this that figuring out why people leave and how to improve loyalty metrics like NPS are common questions with many businesses.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

Customer Bliss

MAY 5, 2015

Establishes the critical cross-functional metrics for the development of key KPIs for priority touch points. Inhibitor 4: Attaching Metrics to Outcome Metrics rather than Operational Metrics People Can Impact. It’s very enticing to jump to the outcome metrics such as survey scores.

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

West Monroe

OCTOBER 19, 2023

Short-term thinking in order to balance cost, timeline, and ROI today may also exclude future options and inadvertently paint the organization into a corner later. Demonstrating ROI also requires being able to bridge the gap between the art of the possible and the realities of today. Data is key.

ROI 52

ROI Technology Strategy Return on Investment 52

West Monroe

OCTOBER 19, 2023

Short-term thinking in order to balance cost, timeline, and ROI today may also exclude future options and inadvertently paint the organization into a corner later. Demonstrating ROI also requires being able to bridge the gap between the art of the possible and the realities of today. Data is key.

ROI 52

ROI Technology Strategy Return on Investment 52

Customer Bliss

AUGUST 3, 2018

There are methods to prove the ROI of CX investments, find a method that works for your company. Unfortunately, in some places, there’s still a lack of trust in the metrics and cost-benefit analysis that experience officers are putting against investments they’re proposing to the C-Suite.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

DCX

JANUARY 28, 2025

Efficiency might be your metric, but empathy could be theirs. Here’s how to bring your CX efforts in line with customer expectations: Update What You Measure: Don’t just track efficiency; add emotional metrics like trust and confidence to the mix. Highlight their potential benefits and ROI."

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

ChurnZero

JUNE 21, 2022

Customer Success enablement professionals should understand how to maximize return on investment (ROI) as well as have a strong technical understanding of the products your company develops. Track relevant metrics. There are a number of other customer satisfaction surveys that can be useful metrics to keep an eye on. .

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94

SaleMove

JANUARY 20, 2021

Contact centers can get the best ROI from virtual agents by applying the same basic processes as managing human agents – with some key differences, of course. . The metrics and training techniques, however, are vastly different for bots. The best way to optimize bots for the contact center is to think of them as full-fledged agents.

Virtual Agent 98

Virtual Agent Contact Center Management How To 98

ClearAction

JANUARY 20, 2020

Workflow diamond metrics are true leading indicators of future customer experiences, sentiment and behaviors; business results follow suit. Use customer surveys to validate the workflow metrics tied to customer advocacy. For ROI to be generated by your whole customer base, close the loop with your whole customer base.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

AWS Machine Learning

APRIL 3, 2023

Causal inference Causality is all about understanding change, but how to formalize this in statistics and machine learning (ML) is not a trivial exercise. The parent nodes are field-related parameters (including the day of sowing and area planted), and the child nodes are yield, nitrogen uptake, and nitrogen leaching metrics.

Analysis 101

Analysis Multi-Channel Exercises Study 101

Talkdesk

JUNE 2, 2016

NICK : CS starts out with an unsustainable proposition: “We’re going to make everyone happy and we have no metrics for measuring it.” TIEN : In dealing with competitors, from a customer standpoint, it becomes a customer segmentation exercise. Build a report card of which metrics matter. Segmentation solves that problem.

ROI 40

ROI Exercises Video Customer Success 40

Help Scout

DECEMBER 5, 2018

Calculating the return on investment (ROI) of a new tool can be tricky. This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise. The ROI of customer support isn’t always directly tied to sales.

ROI 40

ROI Self Service Software Return on Investment 40

Think Customers

MAY 20, 2024

This week’s Fast Track CX ROI webinar is the second episode in ECXO’s three-part series of short, practical sessions hosted by Ricardo Saltz Gulko, ECXO co-founder and managing director of Eglobalis , a global adviser in CX, design, and innovation. Journey mapping is a valuable ongoing exercise but it’s not enough. Cost pressures.

Chief Customer Officer 52

Chief Customer Officer Exercises ROI First Call Resolution 52

ChurnZero

JANUARY 26, 2021

The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name). That information is captured in an Account Plan which is a different exercise and tool altogether. . So how can CSMs engage with their customers in an outcomes-oriented way? . Simplicity is the name of Joint Success Plan game.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Pointillist

JULY 25, 2018

Has a journey mapping exercise ever been conducted? Success Metrics for the Team. Ultimately, the biggest success metric for the Champion is to be able to show the Executive Sponsor and key Stakeholders that real business value has been gained through the use of customer journey analytics. and delivers meaningful ROI.

Customer Journeys 93

Customer Journeys Analytics How To Government 93

Thematic

MARCH 29, 2020

What stakeholders are involved in product decisions, what metrics are they responsible for, and what data (such as churn, growth, or operational costs) do they use to make decisions? How will you tie customer feedback to those metrics and data sources? This is an equivalent of a vanity metric in product analytics. And how often?

Feedback 111

Feedback How To Analysis e-support 111

ClearAction

JANUARY 20, 2020

Workflow diamond metrics are true leading indicators of future customer experiences, sentiment and behaviors; business results follow suit. Use customer surveys to validate the workflow metrics tied to customer advocacy. For ROI to be generated by your whole customer base, close the loop with your whole customer base.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

Experience Matters

APRIL 7, 2015

Fizzback significantly improves employee engagement by providing detailed and objective customer satisfaction metrics to optimize KPIs for any team, agent or store. This ability to engage visitors enables companies to improve site usability, track NPS, or offer a promotion to ultimately increase key conversion metrics. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ClearAction

OCTOBER 25, 2022

Account: how managers are accountable for application of CX insights reveals your CXM ROI. 5 CXM competencies are Metrics & Analytics, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Operationalized CX Strategy. Applaud: how you celebrate CX progress inspires and rewards all of the above.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ClearAction

APRIL 17, 2019

A metric for this is described in the book Return on Customer 5 which advocates calculating your firm’s current-period cash flow from its customers, plus any changes in the underlying customer equity, divided by the total customer equity at the beginning of the period. 9 Customer Experience ROI Trajectory , Carol Borghesi.

Management 69

Management Customer Experience Management ROI Financial 69