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Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

ECXO

Insights: Feasibility isn’t just about engineering effort—it’s about whether implementation will introduce inefficiencies or misalignments with your technology stack. ROI Analysis: Calculating Value Beyond Costs A feature’s return on investment is not limited to direct financial gains.

Feedback 391
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A New Take on ROI: Reduce Failure Demand to Save on Business Cost

InMoment XI

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. When we manage client programs at InMoment, return on investment (ROI) is always top of mind. Let’s take a look at how considering failure demand can help you prove ROI.

ROI 370
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Do You Need a Customer Experience Manager?

InMoment XI

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. Otherwise, your information silos stay intact and your customer journey remains fragmented.

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Deep Dive into Loyalty and Experience Drivers in the Tech World—The Blueprint for Building Long-Term B2B Relationships

eglobalis

The stakes in B2B are high, often involving multi-year contracts, renewals, intricate supply chains if not technology or cloud-based solutions, and significant recurring financial investment. By combining technology and human-centric approaches, companies can transform CX into a loyalty anchor.

B2B 371
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How New Customer Experience Technology Can Generate Massive ROI

Speaker: Elissa Riddell, Justin Knowles, Melissa Maki, Ami Iceman-Haueter

The technology they’re implementing is often siloed creating inconsistent experiences as customers and members move from one channel to the next. Creating a digital first experience, complemented by in-person engagements where needed, is the name of the game for financial institutions in 2022. The problem?

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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. One approach is identifying value pools or key leverage points where better experience will yield financial returns.

B2B 314
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Contact Center Automation: Reduce Agent Burnout and Boost Customer Satisfaction

InMoment XI

It leverages technology like automatic call distribution (ACD) and real-time transcription to reduce the manual workload for agents. Businesses looking to increase their contact center ROI should invest in automation. As a result, automated responses have greater ROI than manual ones. What Is Contact Center Automation?