Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Temkin Group is not responsible for the accuracy of this content. Congratulations to this year’s winners: Confirmit. Clarabridge. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Calabrio

MARCH 25, 2025

Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES. Types of Voice of the Customer Data Direct Feedback: This includes data gathered directly from customers through surveys (NPS, CSAT, CES), feedback forms, interviews, and focus groups.

Software 130

Software Customer Journeys Tools Contact Center 130

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. Chris Neeson, Customer Experience Leader, Ohio Mutual Insurance Group. Workshops and training for both employees in general and for specific groups. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

InMoment XI

OCTOBER 18, 2023

These systems should drive tangible short- and long-term return on investment (ROI) that build an ROI-focused experience programme. Understanding this specific group and their preferences allows you to tailor your CX initiatives with precision.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

Comm100

DECEMBER 14, 2017

This can be done using surveys, questionnaires and focus groups, for example. Once a specific area for improvement has been identified, it’s crucial to get all the relevant teams and groups aligned and on the same page. Clearly defined metrics need to be selected upfront to ensure that the measurement is relevant.

Customer Experience 291

Customer Experience Strategy How To Effort Score 291

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. ROI (Return on investment) measures the return on a future, past or current investment over a given period. How Can You Enhance Your ROI?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. In these instances, the firms enjoy financial returns but struggle to link it to the hard work put into customer experience projects. The model ".uses

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

ProProfs Chat

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

Comm100

APRIL 12, 2018

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. The three metrics used for measuring customer experience are NPS, CSat, and CES; the latter measures customer effort and the rest are used to measure customer satisfaction.

NPS 170

NPS Measurement Effort Score Customer Experience 170

Confirmit

OCTOBER 30, 2018

With three clicks of a button instead of three days of analysis, a regional manager can gauge a group’s performance." Role-based reporting, customizable dashboards and real-time access to the data guarantee that the Philadelphia Insurance team sets metrics around the areas that matter most to customers.

Return on Investment 40

Return on Investment Insurance Net Promoter Score Policies 40

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Key Metrics There are many metrics that can be used to measure the level of customer service and the quality of the customer experience. You also need to engage with real customers in the market.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Key Metrics There are many metrics that can be used to measure the level of customer service and the quality of the customer experience. You also need to engage with real customers in the market.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Joe Rawlinson

JANUARY 6, 2016

Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. In other words, metrics do not tell the whole story. What Metrics Are Important for Exceptional Customer Service?

Exceptional Customer Service 60

Exceptional Customer Service Metrics Customer Service Average Handle Time 60

CloudCherry

JANUARY 21, 2020

According to cross-industry research from the Aberdeen Group , VoC leaders significantly outperformed companies with less-mature VoC programs. VoC leaders also see an uptick in customer and employee engagement metrics. Identifying essential CX metrics and tracking them regularly can help programs stay on course.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ijgolding

JUNE 9, 2015

One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. Ability to engage “hearts and minds” of an organization across employee groups. Regularly reviews CX metrics and feeds back at all levels of the organisation.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Lithium

APRIL 5, 2022

[Podcast] Empowering Your Audience by Breaking Down Barriers In this episode, we speak with Mary Taylor , ( @mtaylor26440 ) Community Manager at Intel, about enabling and rewarding open dialogue for deeper customer engagement and return on investment. Community Analytics: Group Hub Name Filter We have added a filter for Group Hub Name.

Return on Investment 97

Return on Investment e-support Groups Contact Center 97

Customer Bliss

AUGUST 22, 2018

Implementation tip : This needs to be a group effort. This group needs to get into the ramifications and work involved in getting the priorities done. Clear metrics exist for measuring progress that everyone agrees to use. Implementation tip : Start with customer-asset metrics. Yes, there is. No, there is not. Start here.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

InteractionMetrics

MARCH 27, 2025

That’s a huge return on investment for simply treating customers a little better. At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. And the payoff is massive.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics. Published on: July 25, 2018. How can brands transform their programs?

Net Promoter Score 50

Net Promoter Score Metrics Average Handle Time Return on Investment 50

Customer Bliss

AUGUST 22, 2018

Implementation tip : This needs to be a group effort. This group needs to get into the ramifications and work involved in getting the priorities done. Clear metrics exist for measuring progress that everyone agrees to use. Implementation tip : Start with customer-asset metrics. Yes, there is. No, there is not. Start here.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

Totango

JUNE 24, 2022

For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. The digital nature of SaaS customer experience means that success outcomes are defined primarily in terms of digital, measurable key performance indicators, such as product usage metrics.

Customer Journeys 109

Customer Journeys Customer Success Net Promoter Score B2C 109

Comm100

FEBRUARY 13, 2018

But for many businesses, this can be a poor return on investment, with many resources being spent on a never-ending quest to go above and beyond. This group prioritizes using their preferred channel over how quickly the problem is rectified. From the data, we can also deduce that neither group likes bouncing around channels.

Strategy 112

Strategy Self Service Knowledge Base Call Center 112

Comm100

NOVEMBER 13, 2022

This meant a shift away from efficiency metrics towards agent wellbeing. The efficiencies of live chat also mean a high return on investment (ROI) for the technology. In a survey by Interactive Intelligence Group, “a timely response” was identified as the most valued attribute in customer service.

Tools 238

Tools Customer Service Tips Omni-Channel 238

BirdEye

MARCH 24, 2023

It can also help an organization identify the products and markets with a better return on investment and identify which deals to go after first. They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. As the Group Vice President, Chief Customer Officer at Florida Blue, Camille has accountability for facilitating the delivery of an optimum customer experience and is responsible for one third of the Florida Blue employee population.

Chief Customer Officer 100

Chief Customer Officer Return on Investment Leadership Hospitality 100

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. As the Group Vice President, Chief Customer Officer at Florida Blue, Camille has accountability for facilitating the delivery of an optimum customer experience and is responsible for one third of the Florida Blue employee population.

Chief Customer Officer 100

Chief Customer Officer How To Return on Investment Leadership 100

Strativity

MARCH 17, 2020

Over the last three years in CX Network’s Global State of CX Report, hundreds of CX practitioners have signaled that calculating return on investment (ROI) in customer experience is no easy task. Here are just a few of the insights contained in our report: The most popular metrics for showing CX ROI.

ROI 52

ROI Report Customer Experience Return on Investment 52

AWS Machine Learning

NOVEMBER 22, 2023

The practices in this post can help you build and operate cost-aware IDP workloads that achieve business outcomes while minimizing costs and allowing your organization to maximize its return on investment. Define goals and metrics – The function needs to deliver value to the organization in different ways.

Financial 99

Financial Resources Return on Investment Analysis 99

BirdEye

DECEMBER 19, 2024

Improved campaign performance with machine learning Digital marketing tools optimize performance by continuously analyzing customer interactions and campaign metrics. Set clear metrics and review them consistently to guide optimization efforts. This proactive approach helps your marketing efforts deliver better results.

Strategy 52

Strategy Marketing Social Media Hospitality 52

Eptica

MARCH 28, 2018

Part of this is due to rising consumer expectations, but it is also due to a failure of VoC programs to deliver a real return on investment by driving significant changes in the business. This can be linked to business metrics to give a true ROI figure. It is also driven by what is measured. Share this page on: Tweet.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

Kustomer

AUGUST 28, 2023

It also provides you with the option to segment them so you can tailor your message to each specific group, providing both proactive and personalized CS. You can use bulk messaging to text this group of customers who have opted in, encouraging them to go directly to the item on your website to purchase it before it sells out again.

CRM 81

CRM ROI Effort Score Return on Investment 81

Pointillist

JUNE 5, 2019

Co-author of Outside In Breakdown of CX Performance Levels To identify key factors that separate top performing teams from their peers, we grouped respondents into three segments based upon overall satisfaction with their organization’s CX performance. NPS is the number one most-employed metric (59%), followed by CSAT (54%).

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

PK

JUNE 28, 2018

Anything you can do to highlight key metrics that impact decision making will make your analyses more digestible to business owners, as aesthetics and spreadsheet usefulness are almost always intertwined. It’s a low-effort step that has high return on investment. Is a PivotTable necessary to neatly display essential metrics?

Data 75

Data Return on Investment Report Metrics 75

BirdEye

APRIL 20, 2023

Better ROI Localized lead generation can produce a better return on investment (ROI) by streamlining your marketing efforts to target customers who are more likely to convert. You can also use local groups and hashtags to promote your business, letting you put your brand in front of an audience that is more likely to become customers.

Social Media 98

Social Media Multi-Channel Metrics Effort Score 98

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. In these instances, the firms enjoy financial returns but struggle to link it to the hard work put into customer experience projects. The model ".uses

Customer Experience 81

Customer Experience ROI NPS Return on Investment 81