ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Balancing quantitative metrics with qualitative feedback gives a full picture.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

AUGUST 19, 2024

What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. These benefits, when translated into financial metrics, help justify investments in these customer experience initiatives. Why is CX ROI Difficult to Prove?

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. The bottom line here is that if you ONLY focus on customer metrics, you’ll miss an opportunity to make a real business impact. Strategy First. Define Success Always!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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. The exact same criticism can be made about every metric for everything.

NPS 453

NPS Feedback Net Promoter Score B2C 453

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

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. CX metrics follow a sequence. Understanding this sequence makes it easy to demonstrate the CX-money connection—and most importantly, drive higher CX ROI.

Metrics 194

Metrics ROI Financial Connections 194

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

GetFeedback

DECEMBER 2, 2019

Use other business knowledge to find the ROI of your CSAT initiatives. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. 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. .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

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

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

JANUARY 7, 2025

Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. Each of the above examples includes CX metrics you may choose to track.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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. . CSAT and NPS are both important metrics, but they don’t reveal the attitude, emotion and intent of customers.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

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. Lack of alignment on important metrics. Self-determination.

Handbook 275

Handbook Marketing ROI Social Media 275

InMoment XI

DECEMBER 1, 2022

approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. The key to taking an experience program beyond metrics is to move beyond monitoring customer feedback and stories and focus on the formation of actionable plans for changes informed by them.

Self Service 370

Self Service Analytics Automotive ROI 370

InMoment XI

DECEMBER 15, 2022

Today’s customers aren’t going to be wooed by you just having digital options—they want you to supply truly innovative digital experiences. However, most CX platforms are still primarily focused on surveys and traditional metrics (in blue in the figure below). We refer to our modern approach to experience as an Integrated CX approach.

Trends 397

Trends How To Social Media Survey 397

ECXO

JUNE 13, 2023

What’s the ROI for real-time marketing? But according to HBR, more than half of those leaders they surveyed said they are also seeing additional benefits including increased sales, marketing and operational efficiencies, improved collaboration across their organizations and higher rates of innovation.

Marketing 401

Marketing Analytics Government Survey 401

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. The first step is to review your metrics and listen to customer feedback regularly. There are many challenges with many solutions.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

Customers Rock!

JANUARY 24, 2012

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. On occasion, we see true ROI calculated from social media initiatives.

Social Media 207

Social Media Measurement ROI Advertising 207

Horizon CX

MARCH 1, 2021

It is indeed hard to argue with the individual in charge, not to mention everything we all learned in business school, but it put those of us who were managing innovative CX programs to gain in-depth customer feedback and insights into a somewhat unsupported and somewhat helpless and potentially vulnerable position. Peter Swaim – V.P.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

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

eglobalis

JULY 31, 2024

Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics. These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

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

CloudCherry

JULY 31, 2019

Logistician – Stays on top of the metrics that underpin a CX initiative. He or she tracks the data that proves the ROI of CX works. Don’t use your chosen CX metric, whether Net Promoter Score or any other, as a battering ram. Don’t insist that your metric should be everyone’s No.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

InMoment XI

NOVEMBER 26, 2024

Step 5: Understand Customer Sentiment While customer sentiment is usually a metric reserved for consumers who have already become customers, it can be useful in creating a customer journey map. These metrics can help you drive transformative action within your organization.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

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.]. Here’s why.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

Comm100

DECEMBER 10, 2024

While this might sound like marketing-speak to many, these are critically important metrics that any iGaming operator should pay close attention to. Metric/Event What It Is Why Its Important Daily Active Users (DAU) Unique players engaging daily Tracks daily player engagement and platform activity trends.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

CloudCherry

MARCH 19, 2018

First and foremost, brands need to have a clear understanding of their CX investments and the ROI they’re looking to extract from it. • Link metrics such as CSAT, NPS and CES directly to business outcomes. How to drive innovation as part of your CX strategy? Have a futuristic approach towards CX.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

Uniphore

JUNE 9, 2021

Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? What’s the difference between a result and an outcome?

Engagement 246

Engagement Contact Center How To Poor Customer Service 246

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

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

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. Shift Success Metrics to Growth or Loss of the Customer Asset. Shift Success Metrics to Growth or Loss of the Customer Asset. Elevate Customers as Assets.

ROI 100

ROI Customer Experience Effort Score How To 100

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

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? However, even at this early stage, there is a clear ROI. A single human agent can readily monitor multiple concurrent AI interaction transcripts.

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? However, even at this early stage, there is a clear ROI. A single human agent can readily monitor multiple concurrent AI interaction transcripts.

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

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