Experience Matters

FEBRUARY 8, 2018

The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership. The post 12 CX Factoids: Ratings, People, and Leadership (Infographic) appeared first on Customer Experience Matters®. jpg format, in .pdf pdf format 18? poster: in .jpg jpg format, in .pdf

Infographics 205

Infographics Leadership ROI Groups 205

ECXO

MARCH 6, 2025

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. Leadership Commitment and Vision Leading a customer experience transformation starts at the top. Another key aspect of strategy is prioritization.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

APRIL 15, 2025

To understand this shift, we launched a market pulse combining: A survey of 500+ executives and decision-makers Signals from Reddit, industry blogs, analyst briefings Leadership commentary across sectors like finance, healthcare, tech, and retail Heres what we found. Headcount Down. Invest in AI that automates low-value work.

Hospitality 195

Hospitality Healthcare System ROI 195

eglobalis

APRIL 6, 2025

Use tools like ROI calculators and performance-based contracts to support the case. If you found this article insightful and would like to explore more thought leadership content, feel free to follow me on LinkedIn: Ricardo Saltz Gulko Sources: Experience-led growth: A new way to create value. McKinsey & Company , March 23, 2023.

Contact Center 275

Contact Center B2B Competitive Advantage Self Service 275

Experience Investigators by 360Connext

APRIL 23, 2024

Measuring the ROI of Customer Experience Initiatives As long as you first define success and understand your CX strategy, you can find several ways to measure the success of specific initiatives. Key Metrics and Steps to Consider for Measuring ROI 1. But don’t just measure to measure!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

NOVEMBER 4, 2021

Step #3: Design & Assemble CX Leadership. The ideal CX leadership doesn’t look like a single team—it looks like multiple teams overlapping. Gathering these broader insights into the industry and market will help you to realize realistic goals and give better direction on how to move your CX program forward.

ROI 397

ROI Leadership Industry Customer Experience 397

eglobalis

JUNE 27, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Regular feedback loops enable regional insights to be communicated back to central leadership, allowing for strategy refinement globally and regionally.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

Blake Morgan

OCTOBER 29, 2024

The key to thriving in this environment lies in a few strategic moves: strong leadership, preventing agent burnout, and leveraging AI effectively. One of the most critical elements Michele highlights is leadership. By contrast, C-players in leadership roles can stagnate an organization, holding back innovation and progress.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

DCX

DECEMBER 31, 2024

The world of customer experience and leadership is evolving fast, and you need to stay ahead. Show Me the Money: Proving ROI from Your CX Initiatives You know the drill. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” What’s Next?

ROI 52

ROI Self Service Leadership Metrics 52

InMoment XI

SEPTEMBER 5, 2018

We often hear from clients that they need to tangibly demonstrate the ROI of their VOC program and, more broadly, their CX strategy to senior executives. Sometimes this need is indirect, an implication from questions like, “How can I convince senior leadership to buy in to my CX roadmap?” To, “Our execs don’t seem to. View Article.

ROI 150

ROI Roadmap Leadership Strategy 150

ECXO

JULY 29, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Regular feedback loops enable regional insights to be communicated back to central leadership, allowing for strategy refinement globally and regionally.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Blake Morgan

MARCH 4, 2025

For many CX leaders, AI sounds promising, but proving its ROI is the real challenge. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” ” To learn more visit www.8CXLaws.com. 8CXLaws.com.

ROI 59

ROI Self Service B2B Travel 59

C3Centricity

JANUARY 25, 2025

As Laurie Buczek, Group Vice President, Executives Insights and Leadership Services at IDC said when launching their latest FutureScape report: Marketings future is represented by AI-fueled transformation. According to Adobe’s 2024 Digital Trends Report, this approach captures only 25% of potential ROI. ( Source ) The disconnect?

Marketing 156

Marketing Strategy How To Analytics 156

Horizon CX

MARCH 1, 2021

As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. Compelling Arguments for Justifying CX Programs – the Dreaded ROI Question. The post ROI and the Secure Customer Index (SCI) appeared first on Horizon CX.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 195

ROI Insurance Tips Healthcare 195

Calabrio

FEBRUARY 20, 2025

Justify Investments with Data-Backed Performance Reports Stakeholders and leadership teams require concrete evidence of AI chatbot ROI. By leveraging AI-powered analytics solutions for conversational intelligence, companies can proactively refine chatbot performance and maximize self-service success.

Self Service 162

Self Service Chatbots Analytics Contact Center 162

Experience Matters

SEPTEMBER 29, 2014

In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. I applaud McDonald’s for the move. Customer experience Fred Ehle McDonalds'

Customer Connectedness 264

Customer Connectedness ROI Employee Engagement Brand Values 264

Doing CX Right

NOVEMBER 20, 2023

Gregorio Uglioni and Stacy Sherman, customer experience leaders, reveal tactics to get leadership buy-in, break silos, prove ROI & drive human connections through meaningful customer experience initiatives. The post Proving the ROI of Customer Experience Initiatives appeared first on Doing CX Right.

ROI 111

ROI Customer Experience Leadership Customers 111

Customer Bliss

MAY 4, 2017

Important distinction here: Oftentimes in the early stages of CCO work, it’s all Excel spreadsheets and ROI equations and “create a 10-step plan.” Tabitha identified the “big rocks” related to CX, and then she asked the leadership team these questions: The data says this. What Came Of All This?

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

eglobalis

SEPTEMBER 28, 2024

In my specific case, the leadership team appeared disconnected from modern practices of customer experience, service, and loyalty management, showing a lack of understanding that how customers are treated is how they will respond in return. The reason for this growth for the foreign auto industry is largely due to pricing affordability.

Automotive 478

Automotive Loyalty System Return on Investment 478

GetFeedback

MAY 2, 2019

It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. How to Justify the Case for CX in Your Organization (and Prove the ROI!).” Why your leadership should care about CX. Proving the ROI of your CX initiatives.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

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. Increased ROI. The ROI for your efforts can be seen in product lines. Customer Preference. It’s time to start nurturing your brand equity with InMoment.

Brands 369

Brands How To ROI Social Media 369

ECXO

JULY 10, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments. Effective leadership requires leveraging real-time service data and AI to understand the customer journey and sentiment upfront. Real-time insights and predictive analytics allow businesses to shift from reactive to proactive strategies.

Metrics 374

Metrics Analysis Feedback NPS 374

Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership?

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Related: Customer Experience ROI: Why Not Investing can Sabotage Your Success. Next, understand the baseline.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Centercode

SEPTEMBER 1, 2020

The leadership team created a beta testing program to solve that problem. Now, their beta test ROI is over 250% — and the team is able to maximize its beta results to the fullest. The post Caavo Exceeds 250% Beta Test ROI with Centercode appeared first on Centercode. That’s when Caavo’s founder turned to Centercode.

ROI 98

ROI Case Study Roadmap Study 98

Northridge Group

MARCH 4, 2025

They learned of our […] The post Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI first appeared on Northridge Group. The client needed to revamp its existing coaching program to improve AHT (Average handle time) and NPS (Net promoter score).

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

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. Seat-at-the-table and leadership. Functional talent blueprint.

Handbook 275

Handbook Marketing ROI Social Media 275

CloudCherry

MARCH 28, 2019

But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts. Thought leadership is nice, but action is better. Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money?

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Lumoa

JANUARY 31, 2023

Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? At the same time, committed leadership is essential to implement a comprehensive customer-centric approach.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

InMoment XI

FEBRUARY 15, 2023

What these additional elements suggest is that customer experience is a team sport that requires the participation, alignment, and coordination of the entire organization—and that your success will be limited if it is a grassroots effort and not a strategy led and supported by the executive leadership team.

Sports 221

Sports Leadership Lifetime Customer ROI 221

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX Success Strategy Statement extends your organizational and leadership goals to define specific outcomes for your CX program. This is also essential for aligning everyone in your organization and empowering them to support your CX strategy. CX Success Strategy Statement : Every CX Mission Strategy needs goals.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Customer Bliss

OCTOBER 23, 2019

The first one, that I know many of you are interfacing with and interacting with, is an ROI-based leader. An ROI based leader wants to know the financial outcome, the financial payout for everything. Keep Your Eye on the Bottom Line with an ROI-based Leader. Learn more in today's Daily Dose of Reality. Click To Tweet.

ROI 120

ROI Chief Customer Officer Financial Video 120

Customer Bliss

JANUARY 17, 2020

It’s not the ROI that drives people, it’s the integrity, the growth and how they grow. ” For more on effectively capturing the power of customer experience ROI, read this blog post. . I think of it more as really putting people in a position to use their brain and their values that you hired them for.

Chief Customer Officer 327

Chief Customer Officer Banking ROI Financial 327

ECXO

DECEMBER 25, 2024

Example Action: Use analytics tools to link CSAT improvements to revenue growth, demonstrating CXs ROI. BusinessGrowth , #CX , #Leadership , #BusinessTransformation , #LeadershipDevelopment , #TeamSuccess , #customerexperience , #h2h , #TheH2HExperiment Link to original post: Growth vs. Customer Experience: A Dilemma?

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Matters

JULY 25, 2018

The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®.

Infographics 181

Infographics Customer Experience ROI Customer Centricity 181

eglobalis

JULY 2, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront. However, its relevance diminishes with delayed insights.

NPS 461

NPS Feedback Net Promoter Score B2C 461