ECXO
MARCH 11, 2025
This means ensuring that every investment in CX improvement is linked to measurable business outcomes , gaining leadership buy-in , and ensuring every department contributes to a unified, customer-centric vision. Action Point: Develop a CX vision that directly ties into financial and operational goals (e.g.,
eglobalis
DECEMBER 11, 2024
Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. Related Article: Crafting a Global CX Strategy: Adapting to Diverse Markets Measuring the Success of CX Experimentation Traditional metrics have limitations.
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ECXO
OCTOBER 17, 2024
Rigorous quality control measures are implemented to ensure devices like Stryker’s LIFEPAK defibrillators are reliable, even in life-threatening situations. A product failure can lead to legal repercussions, financial loss, and most importantly, loss of patient trust. Unwavering Reliability Failure is not an option for medical devices.
InMoment XI
JULY 13, 2023
In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated.
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Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. To answer these questions, we analyzed VOC data from programs across a variety of verticals – including Financial Services, Healthcare, B2B Services, Technology, and more.
InMoment XI
JANUARY 18, 2022
InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more. About the 2022 Experience Trends Report. A Word About COVID.
eglobalis
MARCH 13, 2025
Research shows that improving B2B customer experiences can significantly boost financial performance for instance, companies that excel in CX see reduced churn and higher win rates on deals. Present case studies and industry benchmarks that show measurable gains from CX investments. Break transformation into manageable phases (e.g.,
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. Register today!
Speaker: Jamie Bernard
Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. In this webinar, we'll highlight the critical importance of business and financial acumen in product management.
Speaker: John Joba and David Robbins
Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole. Derive more precise ROI calculations directly tied to company profitability, utilizing a measurement system and steady stream of financial data.
Speaker: Elissa Riddell, Justin Knowles, Melissa Maki, Ami Iceman-Haueter
Creating a digital first experience, complemented by in-person engagements where needed, is the name of the game for financial institutions in 2022. In this webinar, you’ll hear from three financial institution leaders about how they’ve pivoted to provide an omnichannel experience to their customers and members, and their lessons learned.
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How can leaders leverage their CX metrics to establish financial linkage? Our featured panelists bring measured thoughts on the above (and more!) Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead.
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CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. After analyzing VOC data from verticals including Financial Services, Healthcare, B2B Services and Technology, we found some interesting answers. Do loyalty metrics need to be reassessed?
Speaker: Rana Gujral, CEO at Behavioral Signals
How Behavioral AI can have an impact on the quality of customer conversations with a measurable increase of 20% in actual outcomes. Insights from a real-world case study, involving a European Financial Institution, and how behavioral AI managed to increase revenues by 20% while lowering call center costs by 7.6%.
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