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.
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.
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CloudCherry
SEPTEMBER 19, 2018
Most, however, struggle to see the results they’re looking for to back up the investment, which leaves stakeholders wondering if one can actually measure the ROI of a CEM program. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. That being said, proving CX’s financial gains can be difficult to do.
CloudCherry
MARCH 19, 2019
This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. CX can be tied to the financial goals of your business. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. NPS can’t be your North Star.
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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.
Comm100
FEBRUARY 6, 2023
To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. This is why it’s so important for financial institutions to know the trends and expectations their existing and potential customers have regarding the customer experience.
InMoment XI
OCTOBER 4, 2023
The idea behind integrated CX is to improve customer experience by combining large amounts of data with technology and services to create more complete customer insights and, as a result, more focused and measurable actions. CX programs centered solely on the ‘what’ will struggle to drive tangible financial value.
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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