ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. Metrics and Measurement for CX Success Using the right metrics is crucial in a CX transformation. Another key aspect of strategy is prioritization.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

JUNE 27, 2024

Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 450

NPS Feedback Net Promoter Score B2C 450

GetFeedback

DECEMBER 2, 2019

Start with measuring your CSAT score as outlined by GetFeedback. Use other business knowledge to find the ROI of your CSAT initiatives. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . I’ve outlined an example here.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

ECXO

JULY 29, 2024

Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . And that’s where research really yields ROI. Ongoing engagement with customers can help bridge this gap.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Experience Investigators by 360Connext

JANUARY 7, 2025

The strategy explains every step youll take so you know where to focus, how to measure your success, and gradually expand your footprint. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. They are measurements of what outcomes you want!

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Customer intelligence’s impact is significant—and measurable.

ROI 100

ROI Measurement Brands Net Promoter Score 100

InMoment XI

JULY 7, 2022

Brand equity is the measure of the perceived worth of a brand-name product, especially when compared to a generic equivalent product. Essentially, brand equity is a measurement of how much customers trust your brand’s product over a generic, which can indicate how much more likely a customer is to pick your product over a generic brand.

Brands 369

Brands How To ROI Social Media 369

ECXO

DECEMBER 25, 2024

A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be. Heres why this is crucial for sustainable growth: Informed decision-making: Insights gathered from customers can drive innovation, identify opportunities, and uncover inefficiencies.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

DECEMBER 1, 2022

Because experiences don’t need to be managed or measured , they need to be improved. approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. Despite increased investment, experience management programs have plateaued. Forrester Customer Feedback Wave.

Self Service 370

Self Service Analytics ROI Automotive 370

C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Insufficient staff to measure. Self-determination.

Handbook 275

Handbook Marketing ROI Social Media 275

C3Centricity

JANUARY 25, 2025

According to Adobe’s 2024 Digital Trends Report, this approach captures only 25% of potential ROI. Failure #2: Outdated Mental Availability Measurement Byron Sharp’s research at the Ehrenberg-Bass Institute shows that 83% of brands either measure mental availability incorrectly or not at all.

Marketing 156

Marketing Strategy How To Analytics 156

ECXO

JUNE 13, 2023

According to the survey, about 50 percent of organizations that use real-time analytics say they have measured an increase in customer retention, loyalty and revenue growth. What’s the ROI for real-time marketing? Almost 75 percent have increased spending on real-time customer analytics.

Marketing 401

Marketing Analytics Government Survey 401

Second to None

MARCH 29, 2019

Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? While the ROI of CX can seem abstract, and in-turn, difficult to consolidate into a straightforward proposal, the process is not nearly as daunting as one would imagine.

ROI 86

ROI Measurement Effort Score Net Promoter Score 86

TechSee

SEPTEMBER 26, 2024

However, before investing in breakthrough innovations, leaders must first define their goals. In this post we will explore the best practices and strategic considerations when determining your core objective: projecting the ROI of Agentic AI. Key areas where the ROI of Agentic AI is clear is when the AI helps reduce costs and overhead.

ROI 124

ROI Strategy Average Handle Time Net Promoter Score 124

InMoment XI

NOVEMBER 26, 2024

By tracking these journeys, you can identify patterns, measure the success of any implemented changes, and spot potential gaps in the customer experience that may not have been visible in the initial mapping process. Step 9: Use the Customer Journey Map to Drive Action A customer journey map is only as good as the insights that come from it.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

BlueOcean

MARCH 3, 2025

When these teams meet, is there a tendency towards innovation, talk of collaboration? Achieving Best Total Value Return on investment is crucial, but its measurement isnt always tangible. Climbing higher still, they reach the level of real innovation. Its a two-way street. We need to know that well do an amazing job together.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. Otherwise, average time to ROI statistics are frequently offered within prominent industry reports.

Software 130

Software Customer Journeys Tools Contact Center 130

C3Centricity

JUNE 8, 2020

From ROI / ROR to ROE. Most CPG companies have annual targets for Innovation & Renovation, sometimes 30% or more of annual revenue. They also have mid-term innovation pipelines which can include partnerships in joint ventures with what were previously only competitors. Renovation is more than Buildings.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

Calabrio

MARCH 22, 2025

Strategic Planning, Measurement, and Optimization: None of these call center management activities happen in a vacuumor at least they shouldnt. Innovate with true cloud-based solutions Leverage cloud-based technologies for scalability, flexibility, and cost-effectiveness, enabling seamless integration and remote access.

Contact Center 130

Contact Center Management Strategy Call Center 130

Alida

AUGUST 10, 2017

I understand that we don’t always operate in an environment where we can reject weak statements that claim to prove CX ROI. Actually, the experimental approach is also compatible with the innovation philosophy of the Lean Start-up. Consider the cultural impact of evidence-based innovation.

Measurement 147

Measurement How To Effort Score Study 147

Storyminers

MAY 8, 2017

[SIDEBAR: The six essential disciplines of the Customer Experience Professionals Association: Customer-Centric culture, CX Strategy, Experience Design Improvement & Innovation, Metrics & Measurement and ROI, Organizational Adoption & Accountability, Voice of the Customer Insight & Understanding.].

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

InMoment XI

MAY 3, 2024

Foot Locker stands out as a beacon of innovation and customer-centricity. Measuring ROI At the heart of Footlocker’s CX programme lies a focus on measuring return on investment (ROI), which includes various analysis of performance and impact.

Retail 195

Retail Return on Investment ROI Analysis 195

eglobalis

JULY 31, 2024

Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Demand for Innovation : Nearly 90% of Gen Z consumers express interest in technologies like AR and VR for shopping, showing a growing appetite for immersive, tech-enabled experiences. trillion by 2027 ?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Memorable, meaningful customer experiences turn typical transactions into impactful moments that build customer loyalty and help you continually innovate and reach more people effectively. However, many business leaders think of CX as a cost center for their organizations.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

InMoment XI

AUGUST 25, 2023

InMoment’s Principal CX Strategist Jim Katzman and guest speaker from Forrester, Senior Analyst Colleen Fazio discuss decision-making in regards to CX program initiatives, finding the right program size, proving ROI in your CX program, and more. Let’s dive into what we covered on our webinar.

How To 195

How To ROI Net Promoter Score Measurement 195

C3Centricity

MAY 20, 2019

From ROI / ROR to ROE. Most CPG companies have targets for Innovation & Renovation, sometimes 30% or more of annual revenue. They also have mid-term innovation pipelines which can include partnerships in joint ventures with what were previously only competitors. ” #4. Renovation is more than for buildings. ” #5.

Industry 266

Industry Strategy Hospitality Hotels 266

Customer Bliss

FEBRUARY 25, 2016

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Here are four elements to grow customer experience ROI: 1. “Customers as Assets” measure the impact of the end-to-end experience of your organization. How to Start Growing Customer Experience ROI.

ROI 100

ROI Customer Experience Effort Score How To 100

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. How do you measure it? How do you measure it? And that’s a problem.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. What is the ROI of Generative AI in CX? Possibly the most expensive investment is the cost of AI runtime , typically measured in tokens, seats, or a usage-based license.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. What is the ROI of Generative AI in CX? Possibly the most expensive investment is the cost of AI runtime , typically measured in tokens, seats, or a usage-based license.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

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. Be adaptable and innovative in your approach to meet these evolving customer needs. Staying ahead means being willing to evolve and innovate.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

ECXO

MARCH 24, 2024

The European Customer Experience Organization (ECXO) is launching a series of short practical sessions, each up to 20 minutes, to clarify how to achieve CX ROI and growth effectively. Understanding this sequence makes it easy to demonstrate the CX-money connection—and most importantly, drive higher CX ROI. It’s a short session.

Metrics 194

Metrics ROI Financial Connections 194