GetFeedback

JULY 19, 2019

There is greater ROI when the holistic customer journey is the focus. 2: identify the VoC data that best helps you measure your performance . But, remember this: the goal isn’t to measure everything. The goal is to measure the right things. Improving customer experience is what leads to ROI. Let me explain. .

ROI 309

ROI How To Touchpoint Hotels 309

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. How to Measure a CEM Program’s Financial Returns. Register Now.

ROI 225

ROI Financial CEM Metrics 225

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

DECEMBER 2, 2019

Start with measuring your CSAT score as outlined by GetFeedback. Use other business knowledge to find the ROI of your CSAT initiatives. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . I’ve outlined an example here.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

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

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

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. She leads Forrester’s research on CX measurement programs. Watch it On Demand.

Financial 186

Financial Measurement Leadership Resources 186

CSM Magazine

JUNE 20, 2023

But when it comes to maximizing ROI, it should be at the top of your list. Digital marketing Return on Investment (ROI) is the measure of the effectiveness of marketing campaigns and strategies in generating profit. Moreover, ROI is a metric used to calculate the financial gain or loss from an investment.

ROI 52

ROI Customer Service Marketing Social Media 52

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. She leads Forrester’s research on CX measurement programs. Register now to secure your spot.

Financial 150

Financial Measurement Leadership Resources 150

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 Measurement. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. So how should a CX practitioner go about bridging that gap in communication? So don’t be devastated if it takes a few swings.

Tips 370

Tips ROI Metrics Touchpoint 370

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. She leads Forrester’s research on CX measurement programs. Watch it On Demand.

Financial 150

Financial Measurement Leadership Resources 150

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 Measurement. Of course, to show ROI, you then need to: Fix what’s broken.

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 Measurement. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

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

NobelBiz

MARCH 23, 2022

And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. What is the expected ROI? The process!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

InMoment XI

OCTOBER 28, 2021

Too many companies get stuck in the Listen and Understand phases because they are too focused on capturing and analyzing customer feedback and not focused enough (or organized properly) to take action on the data and then measure the ROI improvements from those actions. The organization component here is key.

CRM 370

CRM Airlines Government ROI 370

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS. NPS can be a big help here.

NPS 52

NPS ROI Social Media Effort Score 52

GetFeedback

NOVEMBER 25, 2019

The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. Get the Guide.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Interactions

MAY 21, 2024

If you missed the recent Interactions webinar with Opus Research , don’t worry – we’ve got you covered. ROI: The Golden Metric Q. How will my company be able to tell if an Intelligent Virtual Assistant (IVA) has a positive Return on Investment (ROI)? So, let’s dive right in! Automation and CSAT: A Happy Marriage Q.

Interaction 62

Interaction ROI Return on Investment Contact Center 62

Interactions

MAY 21, 2024

If you missed the recent Interactions webinar with Opus Research , don’t worry – we’ve got you covered. ROI: The Golden Metric Q. How will my company be able to tell if an Intelligent Virtual Assistant (IVA) has a positive Return on Investment (ROI)? So, let’s dive right in! Automation and CSAT: A Happy Marriage Q.

Interaction 62

Interaction ROI Return on Investment Contact Center 62

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. By integrating AI seamlessly into the customer journey, businesses can drive measurable improvements in key CX metrics such as customer satisfaction, loyalty, and retention.

Social Media 195

Social Media Analysis Feedback Loyalty 195

InMoment XI

APRIL 13, 2022

Case in point, there’s no one golden method to measuring CX metrics, which is actually why many businesses struggle to create a success framework. Certain CX metrics are more fitting for specific industries—and even then your brand might not need to use the same metrics as your direct competitors. What are you doing with it?

Metrics 195

Metrics NPS Infographics Effort Score 195

Confirmit

NOVEMBER 14, 2019

Most EX practitioners struggle to measure and prove the value of EX. In this webinar we will discuss the right measures for EX, and show you how to use them as a foundation to demonstrate the ROI of your efforts. EJ will help us set the stage and share best practices and a measurement framework you can use right away.

ROI 40

ROI Employee Experience How To Measurement 40

inmoment

JULY 13, 2020

Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts. Want to learn more about CX ROI, governance for success and more? Key Metrics.

ROI 52

ROI Net Promoter Score Effort Score Customer Experience 52

NobelBiz

JANUARY 10, 2022

To enhance customer connections, you must adopt a steadfastly ROI-driven mentality. Measuring the pressure level is thus an important CRM KPI. To be meaningful, measurement must be performed on an asset-by-asset basis (and over a given period). From our Webinar, “ How to Increase Your Call Center’s Contact Rate? “

Contact Center 52

Contact Center CRM Measurement Contact Center Software 52

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Self Service 52

Self Service How To Roadmap ROI 52

BirdEye

MAY 11, 2023

Table of contents Top 8 ways to generate mortgage leads Tracking and measuring your mortgage lead generation efforts Frequently asked questions about mortgage leads Conclusion Top 8 ways to generate mortgage leads While buying mortgage leads can help your business, there are better strategies for reaching modern home buyers.

Social Media 98

Social Media How To Return on Investment ROI 98

Uniphore

JUNE 21, 2021

Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). A faster ROI. For more information, be sure to check out our webinar. Instead, start with an attended RPA, or a tool with some human input.

Contact Center 147

Contact Center Call Center ROI Tools 147

Lithium

AUGUST 17, 2022

Proving ROI in marketing takes a vastly different approach than the next day's Metrics. The principal problem for marketers is that while they do their song and dance for consumers to purchase their product or service, it’s becoming increasingly unclear how to measure success and, most notably, how to track it. There is T.V.,

ROI 52

ROI Marketing Social Media Analytics 52

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”. However, there is some really positive news coming out of the webinar I mentioned before. And it is a question that customer support professionals ask me most often. The themes.

How To 195

How To Self Service Banking Customer Satisfaction 195

Gainsight

FEBRUARY 22, 2024

With B2B communities maturing, there’s a growing emphasis on measuring the ROI of community programs and expanding their scope to address broader business objectives. Forgetting to Measure ROI Foremost among these is neglecting to measure the ROI of community programs and failing to align them with overarching business goals.

Management 52

Management Gamification ROI Trends 52

InMoment XI

OCTOBER 10, 2024

When setting goals, set specific and measurable goals that can be easily tracked. 92% of marketers are concerned about the ROI of social media to one extent or the other. If a LinkedIn post that links to a guide performs well, consider hosting a webinar around that guide.

Social Media 195

Social Media Management Tips Multi-Channel 195

Esteban Kolsky

JANUARY 28, 2019

While my blog was being “reworked” (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft. That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years. do you have any ROI examples to share?

Customer Service 112

Customer Service ROI Exercises Course 112

Comm100

DECEMBER 16, 2019

Webinar: AI and Bots: Are you ready? To feed the hungry appetite of interest in this topic and separate fact from fiction, this webinar examines what the different kinds of AI and bot technologies are available and how to practically get started. Calculator: Live Chat ROI Calculator. Our chatbot ROI calculator is handy too!).

eBook 130

eBook Chatbots Infographics ROI 130