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. References appreciate that not everything is “tool driven;” instead, the vendor provides strategic guidance, helping them innovate their approach to surveys or embrace new forms of feedback.

Self Service 370

Self Service Analytics Automotive ROI 370

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Strategy 422

Strategy Customer Experience Net Promoter Score Customer Centricity 422

eglobalis

JULY 2, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation.

NPS 424

NPS Feedback Net Promoter Score B2C 424

C3Centricity

JUNE 8, 2020

There has been a lot of discussion in the past few years about the need to move from a return on investment to a return on relationships. Most CPG companies have annual targets for Innovation & Renovation, sometimes 30% or more of annual revenue. From ROI / ROR to ROE. Renovation is more than Buildings.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

ECXO

MARCH 5, 2024

The Define and Ideate stages then help businesses to clarify customer problems and generate innovative solutions. Innovation and Creativity: The iterative nature of Design Thinking encourages experimentation and ideation. This promotes an environment of creativity and innovation where unique solutions can flourish.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

CX Accelerator

JANUARY 11, 2021

Be kind, treat your teams well, innovate, and work hard. EX, CX, and return on investment all in one simple act! An innovative mindset. First, his innovative mindset towards customer service and CX. I have learned a few things through his passing as well. Thank you for those lessons, Tony.".

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

C3Centricity

MAY 20, 2019

There has been a lot of talk recently on moving from a return on investment to a return on relationships. Most CPG companies have targets for Innovation & Renovation, sometimes 30% or more of annual revenue. If you want more ideas on innovating, then read “A Customer-First Approach to Successful Innovation.”

Industry 266

Industry Strategy Hospitality Hotels 266

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. Vodafone focuses on connecting for a better future through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). Just a few years ago, this kind of innovation seemed out of reach for most retailers. Result : More loyal customers associate the brand with innovation, convenience, and reliability.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

Calabrio

MARCH 4, 2025

Cost Savings + Increased Revenue = Greater ROI While the initial investment in software and implementation might seem daunting, an omnichannel approach to customer service can bring an incredible return on investment. By operating more efficiently and increasing overall productivity , organizations can reduce costs.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Using before and after data, A/B tests, and pilot programs can clearly show return on investment. It’s time to make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

JULY 7, 2022

In addition, a company with strong leadership, good financial performance, and excellent innovation will also have brand quality—ultimately creating more brand equity. If customers are continuing to purchase from your company, you are going to see a return on investment for what you put into improving your brand equity.

Brands 369

Brands How To ROI Social Media 369

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

CSM Magazine

NOVEMBER 7, 2024

In today’s modern world, where innovations in technology take place, effective customer support is crucial for all businesses, especially for the iGaming sector. The role of the 24/7 support is not only to provide assistance to customers but also to strengthen loyalty to the particular brand.

Brands 52

Brands Return on Investment Financial Customer Retention 52

Joe Rawlinson

JANUARY 24, 2025

Staying ahead of trends not only increases sales but also solidifies a brands reputation as innovative and relevant. With these insights, marketing efforts become more precise, cost-effective, and impactful, ensuring a better return on investment. Poor financial planning can sink even the most promising business.

Analytics 78

Analytics Financial Return on Investment e-support 78

CX Accelerator

JANUARY 11, 2021

Be kind, treat your teams well, innovate, and work hard. EX, CX, and return on investment all in one simple act! An innovative mindset. First, his innovative mindset towards customer service and CX. I have learned a few things through his passing as well. Thank you for those lessons, Tony.".

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

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

AWS Machine Learning

NOVEMBER 22, 2024

The data mesh architecture aims to increase the return on investments in data teams, processes, and technology, ultimately driving business value through innovative analytics and ML projects across the enterprise.

Government 101

Government Data Banking Policies 101

InMoment XI

JULY 24, 2024

Return On Investment Opportunities : One of the most significant advantages of having an expert CX services team is their ability to identify opportunities for increased customer retention and revenue growth. Strategic Focus : These CX professionals help you understand where to concentrate your efforts for maximum impact.

Technology 195

Technology Customer Experience ROI Consulting 195

Merkle

NOVEMBER 8, 2022

Organizations are constantly being informed by data, and as they continue to progress and innovate, there’s a real need to manage more massive volumes of data, especially within the marketing and advertising technology space. Data is crucial for many reasons.

Competitive Advantage 98

Competitive Advantage Data Return on Investment Advertising 98

Talkdesk

FEBRUARY 5, 2020

If so, apply today for the CX Innovators Awards! Talkdesk is officially launching the CX Innovators Awards as a way to recognize and celebrate the people who push the boundaries of customer experience. The post Calling out All CX Innovators! Do you use Talkdesk technology to drive the strategy for customer-centricity?

Innovation 56

Innovation Contact Center Return on Investment Exceptional Customer Service 56

QuestionPro Audience

JULY 26, 2018

It’s a trap to create without some benchmarks or a return-on-investment (ROI). Da Vinci was part of the innovative, humanistic movement that provided flowing, action-rich images – all relating to the surrounding culture and its traditions. Yes, ole Leonardo had very tangible goals. . You may be asking about ole Leonardo.

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Uniphore and Tech Mahindra Partnership.

Average Handle Time 130

Average Handle Time Return on Investment e-support ROI 130

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.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

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. For instance, radical feedback from a mother of five to a room of C-level executives led to phenomenal product innovation at Verizon.

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

CX Journey

JULY 5, 2016

For every dollar invested in the customer experience, expect three times that in return on investment ($3 for every $1 invested). Some industries, like financial services, saw even higher ($5) returns! Innovate - Don't Imitate Are We Dumbing Down the Customer Experience? It's still a bad idea!

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

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. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

CSM Magazine

FEBRUARY 12, 2025

Similarly, our collaboration with DHL Express showcased the tremendous value of thorough discovery this time via a WFM consultancy engagement that uncovered opportunities that led to a programme delivering significant savings and extraordinary return on investment. Our track record speaks volumes in this area.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

Beyond Philosophy

NOVEMBER 14, 2020

In addition to tying your efforts directly to return on investment (ROI), I advise champions of Customer Experience to determine the lifetime value of customers they serve. That mindset is the correct one for innovation and the creation of a good experience that customers think is worth having.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

ShepHyken

OCTOBER 22, 2021

Employees are the most effective leverage; they are front line with your customer, receive feedback, represent your brand, and provide innovative ideas to help your company grow. Now is the time to invest in ways that will pay off in the future, not just for your customer experience but also for your company’s reputation.

Tips 148

Tips Customer Experience Management Return on Investment 148

Alliance by IFS

MARCH 31, 2016

As a service company, how do you approach innovation? Recent research by The Service Council indicates that the service industry in general could be doing more to drive innovation. Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

Lumoa

APRIL 28, 2024

Implementation When we talk about return on investment, one additional factor is the implementation time or “time to money”. Qualtrics launched their generative AI XM/os2 in 2023 and announced that they are investing $500 million in AI innovation over the next four years.

Self Service 195

Self Service Customer Journeys Feedback Multi-Channel 195

Forrester's Customer Insights

FEBRUARY 21, 2023

We then organized them according to when firms can expect return on investment and provided details about the technologies and their use cases. Forrester identified nine emerging technologies that should be on the list of every bank, either now or later.

Banking 49

Banking Innovation Return on Investment Technology 49

InMoment XI

OCTOBER 24, 2023

They provide clear directives, guiding businesses on where to act, how to improve, and when to innovate. This alignment ensures that every insight, every decision, and every action contributes to a cohesive strategy, maximizing the return on investment.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

QuestionPro Audience

JULY 21, 2022

In general, many organizations invest large amounts of capital in different Marketing strategies, including Advertising. Customer satisfaction regarding the service: Many companies have great products, either in quality or in innovation. As well as rethink the type of communication they are using.

Data 195

Data How To Advertising Study 195

ChurnZero

MARCH 4, 2021

“We expect Customer Success to gain even more strength as a department as a result of this increased attention on the customer and revenue retention, and we are steadfast in providing our customers with a strong return on investment.”. Baird Capital is the direct private investment arm of Robert W. Baird & Co. Incorporated.

Return on Investment 98

Return on Investment Software Customer Success Touchpoint 98

One Millimeter Mindset

DECEMBER 19, 2018

It is simply too short-sighted for any worthwhile return on investment to happen. Measuring effectiveness of programs, services and return on investment becomes more strategically customer-focused. Innovating an effective customer retention strategy is a long-term commitment between you and your customer.

Customer Retention 73

Customer Retention Strategy Return on Investment Sales 73