InMoment XI

OCTOBER 28, 2021

Let’s Take a Closer Look at Revenue Management/ Pricing. The one supporting function that I’d like to consider in terms of the role it can play in the overall customer experience is Revenue Management or Pricing. As Mr. Carlzon suggested, there are also supporting functions that are in service to those who serve the customer.

CRM 370

CRM Airlines Government ROI 370

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journey Managers. Why is it a journey manager , and not a director?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journey Managers. Why is it a journey manager , and not a director?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

CloudCherry

SEPTEMBER 18, 2018

In this webinar with Maxie Schmidt-Subramanian, Principal Analyst at Forrester, you’ll learn the tactics that help overcome the challenges of making the link between CX improvements and the business results that matter most to your executives. Watch it On Demand. Read her full bio here.

Financial 186

Financial Measurement Leadership Resources 186

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. Watch the full presentation: Check it out on SlideShare: [Webinar Recap] – Customer Journey Mapping and Best Practices. As promised, we answered the questions we didn’t have time to address during the presentation below.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

CloudCherry

SEPTEMBER 18, 2018

In this webinar with Maxie Schmidt-Subramanian, Principal Analyst at Forrester, you’ll learn the tactics that help overcome the challenges of making the link between CX improvements and the business results that matter most to your executives. Register now to secure your spot. When: Wednesday, September 25th, 2018, 9 am PST .

Financial 150

Financial Measurement Leadership Resources 150

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Driving change from Voice of Customer feedback is a game changer in customer experience management. Think about it.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

ClientSuccess

OCTOBER 5, 2020

But do you also have a good idea on the ROI they can ‘deliver’ to your team? What is customer ROI? Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer. Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

CloudCherry

SEPTEMBER 18, 2018

In this webinar with Maxie Schmidt-Subramanian, Principal Analyst at Forrester, you’ll learn the tactics that help overcome the challenges of making the link between CX improvements and the business results that matter most to your executives. Watch it On Demand. Read her full bio here.

Financial 150

Financial Measurement Leadership Resources 150

Alliance by IFS

NOVEMBER 29, 2018

Register for Astea’s upcoming webinar called “A Practical Approach to IoT in Field Service” featuring Astea’s Director of Technology, Michael Glaser. Implementing IoT, accessing the data amidst security concerns, and proving its ROI, is very challenging for most service organizations. Register Now.

ROI 18

ROI Software Trends Technology 18

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job. Too many times, management creates hurdles to this and upsets the Experience along the way.

ROI 119

ROI CEM Consulting System 119

eglobalis

JANUARY 20, 2025

The Role of Relationship Management Strong interpersonal relationships are a cornerstone of successful B2B partnerships. Relationship management involves understanding customer pain points and actively working to resolve them before they escalate.

B2B 355

B2B Loyalty Loyalty Programs Innovation 355

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. 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.

How To 195

How To ROI Net Promoter Score Measurement 195

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. Fill out the calculator below to reveal how much ROI you can get from utilizing InMoments platform: Calculate your business’s ROI using InMoment’s VoC tools.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 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

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. athenahealth, which provides solutions to the healthcare industry, had thousands of product update possibilities, according to senior VoC manager David Geary. How to win over top management.

How To 150

How To ROI Policies Analysis 150

Think Customers

JUNE 13, 2024

When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, companies need only focus on four. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO.

ROI 64

ROI Chief Customer Officer Metrics Return on Investment 64

GetFeedback

JULY 19, 2019

If your Voice of the Customer (VoC) program relies on understanding the customer experience mostly or entirely offline, you have a novel challenge to manage: Less than 0.5% This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts. Get the Guide.

Data 262

Data How To Social Media Effort Score 262

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. For businesses, AI-powered applications enable time and cost savings, smarter customer services, and efficient CX management, plus reliable, actionable insights that facilitate decision-making. View more episodes of CX Transformed.

Contact Center 130

Contact Center ROI Metrics Interaction 130

NICE inContact

JULY 13, 2016

inContact was recognized for this award for “offering superior products and services that deliver a clear, demonstrable ROI.” Join us for a webinar with 1to1 Media today at 2pm ET/11am PT to find out how Hoveround achieved their customer experience goals. Register now for the webinar!

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

InMoment XI

APRIL 23, 2024

And by doing so, you’ll see rapid, proven ROI across your programme from retention, to customer acquisition, from share of wallet growth, to cost to serve reduction. Using reputation management tools, you can bring together all your data in one place, combining your data.

Social Media 195

Social Media Analysis Feedback Loyalty 195

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? Robert is responsible for leading the Business Development, Client Marketing, and Strategic Account Management teams. RSVP for the webinar today! Register Now. ai, Kony and Genesys.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

Alida

JUNE 15, 2018

In a recent webinar , Marcus shared his thoughts on elevating the role of UX teams and the biggest trends shaping the industry. To show value and ROI, you need to speak the language of business, and that means we got to start talking about metrics” Marcus said. What can your team manage? Speak the language of business.

Tips 166

Tips User Experience ROI Customer Centricity 166

GetFeedback

JULY 19, 2019

Find those managers and supervisors who need to understand your Voice of the Customer program and their role in it. This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts. The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Blueshift

JANUARY 18, 2024

However, the complex and rapidly changing CDP market causes confusion in selecting and effectively managing a CDP. The series covers foundational topics ranging from understanding what a CDP is and its essential use cases to exploring the role of AI, achieving ROI, and crucial considerations for selecting the right CDP.

Industry 116

Industry ROI Marketing Data 116

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job. Too many times, management creates hurdles to this and upsets the Experience along the way.

ROI 74

ROI Net Promoter Score CEM Conference 74

Totango

JANUARY 4, 2019

To help get the change started at your enterprise, we’ve put together five customer-centric marketing strategies for SaaS companies that deliver real ROI. These are the top five customer-centric marketing strategies that deliver on ROI for SaaS companies: Create a visible customer journey. Talk as often as you can.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

inQuba

JANUARY 12, 2025

The ROI definitely flowed from Jobs masterful marketing capabilities. The result of our approach is the ability to determine the customer profitability of customers as they navigate the customer journey, truly bringing ROI to the marketer and the ability to understand the emotional impact on the customer.

ROI 52

ROI Marketing Multi-Channel Customer Journeys 52

PK

MAY 1, 2020

In this webinar, we’ll discuss bot instability and its impacts on the scaling of automation across an organization. Using PK’s proven approach to bot operationalization, including tracing, telemetry and recovery management, we’ll give you the tools to establish ROI for your RPA program.

ROI 52

ROI Tools Management Company 52

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? This is useful for organizations managing an expanding customer base as their business grows. InMoment lets your managers coach employees with smart recommendations based on customer data.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Forrester's Customer Insights

FEBRUARY 26, 2020

I recently cohosted the webinar How To Prove The ROI Of CX with Ben Brown, a senior consultant from Forrester’s Total Economic Impact™ (TEI) team. Ben creates ROI models for a living, so he was the perfect partner in crime for this webinar.

ROI 52

ROI Measurement Consulting Customer Experience 52

InMoment XI

JANUARY 27, 2025

Thats when those budget discussions become less about managing costs and more about tracking investments. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

BirdEye

FEBRUARY 21, 2023

In this comprehensive guide, we’ll walk you through everything you need to know about social media management for local businesses. Table of contents Why social media is so important for businesses The most popular social media platforms today About social media accounts What is social media management? What is social media management?

Social Media 98

Social Media Management Multi-Channel Analytics 98

Lumoa

APRIL 21, 2022

It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. Don’t be daft Just crank the crankshaft Managing all kinds of issues for things broken elsewhere Is it really surprising I don’t have any hair!!

How To 195

How To Self Service Banking Customer Satisfaction 195

Vonage

MARCH 26, 2018

The rationale for customer experience management is that it offers a more sustainable advantage when achieved. The ROI of emotive CX. Once these are understood, they can be coached, they can be tracked, they can be set as improvement targets, they can become a shared language to understand and collectively manage emotive cx.

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133