InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Calculate your business’ ROI using InMoment’s VoC tools. How Do You Measure Customer Loyalty Analytics? What Are the Different Types of Customer Loyalty?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

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. Why is CX ROI Difficult to Prove? The interconnected nature of these interactions complicates tracking and measuring their direct impact on revenue.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Calabrio

APRIL 15, 2025

It also makes it more critical than ever to leverage patient self-service tools that can efficiently handle inquiries while freeing up limited human resources for complex and sensitive issues. This makes it harder to meet rising patient demand and expectations. High-intent chatbot conversations can feed directly into lead nurturing programs.

Self Service 235

Self Service Contact Center Healthcare Chatbots 235

InMoment XI

DECEMBER 18, 2024

Businesses looking to increase their contact center ROI should invest in automation. As a result, automated responses have greater ROI than manual ones. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

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. Heres a resource. Have questions?

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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. That’s a measurement that can help make your case, but it’s not necessarily the end-goal. But don’t just measure to measure!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ECXO

MARCH 6, 2025

Regardless of title, this leaders role is to rally different departments, secure resources, and keep the organization focused on customer-centric goals. 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.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 16, 2023

These assessments prioritise the identification of operational discrepancies, the reduction of non-value-added tasks, and the optimisation of resource distribution. The importance of utilising multiple lenses for investment decisions, aligning them with ROI goals, was a focal point.

Healthcare 447

Healthcare Culture Travel Study 447

BlueOcean

MARCH 14, 2024

We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. To avoid that headache (and massive waste of resources), shortlisting potential partners is critical. The post A Comprehensive List of Resources for the Contact Center Sourcing Process appeared first on Blue Ocean.

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

InMoment XI

OCTOBER 4, 2023

The idea behind integrated CX is to improve customer experience by combining large amounts of data with technology and services to create more complete customer insights and, as a result, more focused and measurable actions. The cliche is true – everyone owns CX. For those of you who know me, you know I can’t resist a running analogy.)

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

Beyond Philosophy

DECEMBER 6, 2018

So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. Measuring your results is vital to your success in Customer Experience. We discussed the best statistics to prove Customer Experience delivers ROI on our recent podcast.

ROI 164

ROI Customer Experience Customers Resources 164

CX Journey

MARCH 28, 2018

Image courtesy of Unsplash How do you measure success of your customer experience initiatives? For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. In order to do that, you must first outline what success looks like and what metrics you'll use to measure that.

Measurement 161

Measurement Net Promoter Score First Call Resolution Effort Score 161

Alida

NOVEMBER 25, 2016

This raises the question: What is the ROI of customer intelligence and how do you measure it? Others use feedback to help advertising partners prove campaign ROI, which strengthens partnerships and increases ad sales. Insight from Power Thinkers has resulted in measurable improvements in customer experience.

ROI 100

ROI Measurement Brands Net Promoter Score 100

DCX

DECEMBER 31, 2024

This isn’t just a new name—it’s a renewed commitment to delivering practical, actionable resources that help you achieve your goals and make your work life easier. Build skills that lead to measurable outcomes—whether it’s nailing a presentation, impressing your team, or leveling up your career.

ROI 52

ROI Self Service Leadership Metrics 52

BlueOcean

MARCH 14, 2024

We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. To avoid that headache (and massive waste of resources), shortlisting potential partners is critical. The post A Comprehensive List of Resources for the Contact Center Sourcing Process appeared first on Blue Ocean.

Contact Center 156

Contact Center Resources Hospitality Customer Care 156

Beyond Philosophy

FEBRUARY 6, 2019

Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. Only a small number of companies can demonstrate in actual figures an ROI connected to Customer Experience efforts. If you can’t produce results, you shouldn’t get the resources. Rightly so, to be honest.

ROI 154

ROI Customer Experience Strategy Customers 154

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.

Handbook 275

Handbook Marketing ROI Social Media 275

ECXO

DECEMBER 25, 2024

It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied. Offer resources like FAQs, tutorials, or chatbots to address common concerns quickly.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. The Benefits of Customer Journey Mapping Customer journey mapping allows companies to see the gaps between the desired customer experience and the one the customer receives.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

TechSee

SEPTEMBER 26, 2024

In this post we will explore the best practices and strategic considerations when determining your core objective: projecting the ROI of Agentic AI. For enterprise leaders looking to optimize their customer service operations, the return on investment (ROI) of Agentic AI is undeniable. Below are a few examples.

ROI 124

ROI Strategy Average Handle Time Net Promoter Score 124

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. Check out this resource to keep up with future presentations and discover past webinars. . What are you doing with it?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

TechSee

OCTOBER 7, 2024

Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. Operational Efficiency and Resource Optimization By shortening call handling times by an average of 22%, TechSee’s platform enhances operational efficiency.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

InMoment XI

NOVEMBER 7, 2024

However, the platform’s complex setup and maintenance can demand significant resources, especially for companies new to customer experience automation. However, Adobe’s features can require advanced technical expertise, and the platform is best suited for larger organizations with dedicated resources for setup and maintenance.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Calabrio

MARCH 22, 2025

Strategic Planning, Measurement, and Optimization: None of these call center management activities happen in a vacuumor at least they shouldnt. Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization.

Contact Center 130

Contact Center Management Strategy Call Center 130

Calabrio

APRIL 24, 2025

QA specialists spend hours on repetitive tasks, diverting resources that could be used for higher-value activities like strategic analysis and targeted coaching. This efficiency translates directly into lower operational costs and a rapid ROI. Vendor Partnership and Support: Look beyond just the technology.

Management 130

Management Contact Center Customer Experience Effort Score 130

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 In fact, around 90% of marketers see measurable results from personalization, with top performers generating 40% more revenue than their competitors. Optimizing Conversion Rates 5. trillion by 2027 ?

Ecommerce 149

Ecommerce Sales Strategy Tips 149

Beyond Philosophy

MARCH 1, 2024

A hidden impact exists regarding your experience management return on investment (ROI). While optional for those already convinced of the emotional impact on customer behavior, it is a powerful tool for skeptics requiring tangible evidence before investing resources in experience improvements.

ROI 88

ROI Measurement How To Return on Investment 88

Experience Investigators by 360Connext

FEBRUARY 18, 2025

After all, everything that requires an investment of time, people, money, and additional resources requires a positive return on those investments. CX and Profitability: The Connection You Can’t Ignore A strong customer experience strategy ties the right measurements, efforts, and outcomes with business success.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. In the latest measurement, in Q1 2019, the ACSI was 76.5 And you’ve got to ask: “Do they have the tools, resources, and processes they need in order to serve the customer the way the customer deserves or desires?” out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

InMoment XI

JULY 24, 2024

Customer experience management (CX) can be time-consuming and resource-intensive. Training and Workshops : Educational resources to empower your team with CX best practices. By pinpointing critical areas that need attention, they ensure that your resources are used efficiently and effectively.

Technology 195

Technology Customer Experience ROI Consulting 195

Calabrio

MARCH 25, 2025

Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES. Training and Support: Evaluate the vendor’s training resources and customer support offerings. Key Features: Comprehensive omnichannel feedback collection, emphasizing digital experience.

Software 130

Software Customer Journeys Tools Contact Center 130

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. Conversely, an overly ambitious program can overwhelm your team and drain its resources.

How To 195

How To ROI Net Promoter Score Measurement 195

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. How to calculate an AI chatbot’s ROI. Calculating knowledge management ROI. Identify eligible queries.

Self Service 116

Self Service Chatbots ROI Return on Investment 116

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. Set Up Time: How long does it take for the software to be up and running so you save resources and time?

Analysis 369

Analysis Software Comparison Social Media 369

GetFeedback

MAY 9, 2019

All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. We publish new resources on the regular, so stay in the loop by signing up for our CX newsletter.) . We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

InMoment XI

SEPTEMBER 26, 2024

Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. Too few agents mean long wait times and frustrated customers, while too many agents during off-peak hours lead to underutilization and wasted resources. Eg, 250,000) What is the average cost per call?

Call Center 195

Call Center Self Service Contact Center ROI 195

Calabrio

APRIL 11, 2025

Define Clear, Measurable Program Goals Consider: what does success look like for your contact centers training program? Set SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals. This commitment to measurement and iteration is a hallmark of contact center training best practices.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130