ECXO

MARCH 6, 2025

For instance, some companies form a CX governance board comprising senior leaders from sales, marketing, operations, services and finance, chaired by the CX executive sponsor. For instance, sales teams might be rewarded not just for hitting revenue targets but also for customer satisfaction scores or retention of their accounts.

B2B 339

B2B Customer Journeys How To Effort Score 339

CloudCherry

SEPTEMBER 19, 2018

Most, however, struggle to see the results they’re looking for to back up the investment, which leaves stakeholders wondering if one can actually measure the ROI of a CEM program. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. Increased sales. How to Measure a CEM Program’s Financial Returns.

ROI 225

ROI Financial CEM Metrics 225

inQuba

MARCH 12, 2025

By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging. High engagement indicates strong emotional resonance and interest among viewers.

ROI 52

ROI Customer Retention Connections Measurement 52

Customer Bliss

MAY 9, 2018

Customers as Assets measure the impact of the end-to-end experience of your organization. It measures what customers actually DID (via their behaviors), versus what they SAY they are going to do (via surveys). Across the entire operation, not just in sales or service – but also as a result of the overall experience?

ROI 245

ROI Customer Experience How To Leadership 245

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. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

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

Lumoa

JULY 10, 2018

A research conducted by Avanade and Sitecore showed that there is a $3 return on investment (ROI) expected for every $1 invested in the customer experience. If you invest 100k€ to retrain your sales people and get 5-point NPS increase as a result, what then? Was it worth it? When you have listed the hypotheses, test.

ROI 284

ROI Customer Experience NPS Financial 284

InMoment XI

AUGUST 3, 2022

Despite their global and loyal fanbase, the quick service restaurant chain experienced a period of stalled sales and mixed reception to marketing messages. Strategy #1: Going from Measuring to Improving. However, what this platform did not measure was the customer experience. Let’s dive in to see how they did it!

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

InMoment XI

DECEMBER 18, 2024

Businesses looking to increase their contact center ROI should invest in automation. It increases sales and conversions. As a result, automated responses have greater ROI than manual ones. These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

JANUARY 27, 2025

But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI. For most companies, this scenario remains unrealized potential.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

eglobalis

JUNE 27, 2024

Sales and delivery teams provide invaluable data through regular customer interactions. Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 443

Strategy Customer Experience Net Promoter Score Customer Centricity 443

ECXO

JULY 29, 2024

Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. Firms like Microsoft, Dell, Shopify, Cisco, and Lenovo use VOC to refine their products and services.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

C3Centricity

JANUARY 25, 2025

We only see the tip of the iceberg today, and lying underneath is a world where AI becomes the new operational fabric of marketing and sales, redefining the role of marketing, the people who work within marketing, and the way brands deliver a compelling, engaging customer experience.

Marketing 156

Marketing Strategy How To Analytics 156

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. They are measurements of what outcomes you want!

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

NOVEMBER 7, 2024

Sales Teams Through automated, data-driven triggers, sales teams can leverage customer experience automation to interact with leads at the right moments. Using customer experience automation tools throughout the sales process, sales teams can nurture leads more effectively and close deals faster. InMoment 2. Salesforce 4.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

JUNE 13, 2023

According to the survey, about 50 percent of organizations that use real-time analytics say they have measured an increase in customer retention, loyalty and revenue growth. This would enable not only marketing, but sales, service and support to engage customers at relevant times along their customer journey.

Marketing 401

Marketing Analytics Government Survey 401

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. Research from this one study alone drove more than $500,000 in advertising sales and $3.2

ROI 100

ROI Measurement Brands Net Promoter Score 100

InMoment XI

JULY 7, 2022

Brand equity is the measure of the perceived worth of a brand-name product, especially when compared to a generic equivalent product. Essentially, brand equity is a measurement of how much customers trust your brand’s product over a generic, which can indicate how much more likely a customer is to pick your product over a generic brand.

Brands 369

Brands How To ROI Social Media 369

InMoment XI

OCTOBER 28, 2021

Marketing and Sales have to correctly position your products and services, and set proper expectations for how customers can use them and, more importantly, what benefit(s) they will derive. Nearly all companies are organized around functional silos—sales, marketing, operations, pricing, finance, HR, IT, etc.

Airlines 370

Airlines CRM Government ROI 370

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 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

DCX

DECEMBER 31, 2024

Build skills that lead to measurable outcomes—whether it’s nailing a presentation, impressing your team, or leveling up your career. Show Me the Money: Proving ROI from Your CX Initiatives You know the drill. Let’s talk about why proving ROI feels so painful—and, more importantly, how you can make it easier.

ROI 52

ROI Self Service Leadership Metrics 52

Calabrio

MARCH 4, 2025

The customer experience begins after the sale. Since weve dispelled the myth that CX and Customer service are the same, its important to distinguish between measuring customer service and customer experience. CX cant be measured. When it comes to measuring CX, doing so with spreadsheets can be overwhelming and under-effective.

Touchpoint 100

Touchpoint Abandon Rate Metrics First Call Resolution 100

GetFeedback

MAY 2, 2019

And yet, whilst many organizations measure their CX in some form or another, the majority still have no idea about the actual value their CX initiatives bring. 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….

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

eglobalis

JULY 31, 2024

Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 414

Customer Experience Social Media Analytics Chatbots 414

ECXO

JUNE 11, 2023

Set clear experience goals – defining clear experience goals will help you measure the success of your experience design. Which metrics should you use to track to measure performance and demonstrate ROI? Measure the impact of improvements Define your goals – set one or two goals that you can link to CX investment.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Calabrio

MARCH 25, 2025

Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES. Determine Budget and ROI: Pricing Model: Understand the software’s pricing structure and consider your budget. Key Features: Customer feedback surveys (NPS, CSAT, etc.).

Software 130

Software Customer Journeys Tools Contact Center 130

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. Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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

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

Vonage

MAY 8, 2017

To grow and adapt, everyone needs to understand the business inside-out, and the only way to do this is through consistent, measurable training methods and strong ongoing leadership. Customer service agents can work from home and sales representatives can work on-the-go. 10 reasons why attending Dreamforce will multiply your ROI.

Sales 159

Sales Tips Training Travel 159

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. This way you can drive business alignment and action for your sales, success, and marketing teams.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

InMoment XI

OCTOBER 24, 2024

InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. Hubspot The Hubspot customer engagement platform is differentiated by its inbound marketing capabilities, which makes it an excellent choice for organizations looking to bring marketing, sales, and customer service under one roof.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Storyminers

NOVEMBER 8, 2016

Instead of worrying about how to increase sales through advertising or trying to cut costs, all they did was find a way to make their customers’ lives better. The best way to start is to include your customers’ measures in your own measures. ” username=”mikewittenstein”].

Measurement 189

Measurement Advertising Competitive Advantage Customers 189

BlueOcean

JANUARY 8, 2019

Obviously, the cost of losing a customer isn’t as simple as the loss of one particular sale or the associated make-good. According to research, only 42% of companies are able to accurately measure lifetime customer value. Losing a customer isn’t as simple as losing a single sale. The Cost of Customer Retention vs Acquisition.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

GetFeedback

MAY 13, 2019

Companies need to capture feedback at every opportunity—everything from a sigh during a training session, to a question during a sales demo or a ticket to your support team, should be noted. Teams such as Sales, Support, Success, Implementation, and Marketing all need to be able to submit this data into a common process.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

ECXO

DECEMBER 25, 2024

Happy customers are more likely to return and spend more, contributing to the bottom line in a way that chasing sales numbers alone can’t always achieve. Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156