eglobalis

MARCH 13, 2025

Cultural and ROI Challenges: Shifting a traditionally product- or sales-centric B2B culture to a customer-centric one takes strong change management. Employees may resist new CX processes, and leadership might hesitate without a clear ROI. Demonstrating the value of CX (e.g., Break transformation into manageable phases (e.g.,

Leadership 238

Leadership B2B B2C Effort Score 238

InMoment XI

DECEMBER 18, 2024

Businesses looking to increase their contact center ROI should invest in automation. It uses metrics from AI-enabled text analysis to evaluate how well agents respond and handle conversations. As a result, automated responses have greater ROI than manual ones. What Are the Benefits of Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

DECEMBER 3, 2024

Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. Start with a few CX metrics like NPS and CSAT to build an initial use case. These activities help realize significant customer experience ROI , motivating organizations to continue evolving.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

eglobalis

OCTOBER 9, 2024

Even if a customer request seems appealing, it may divert resources from more important initiatives. Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. Challenges : Predicting ROI can be tricky, especially with innovative or experimental features.

Feedback 516

Feedback ROI Innovation B2B 516

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. This is an important metric to track if you want to gauge long-term loyalty.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 25, 2024

How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. Curious about the ROI you could achieve with InMoment’s reputation management software? Try the ROI calculator below and see the impact for yourself!

Feedback 195

Feedback Management Social Media ROI 195

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Governance mechanisms should be put in place early, led by leadership. Another key aspect of strategy is prioritization.

B2B 339

B2B Customer Journeys How To Effort Score 339

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. These benefits, when translated into financial metrics, help justify investments in these customer experience initiatives. Why is CX ROI Difficult to Prove?

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. 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. What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. The bottom line here is that if you ONLY focus on customer metrics, you’ll miss an opportunity to make a real business impact. Strategy First. Define Success Always!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

JANUARY 7, 2025

Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. Each of the above examples includes CX metrics you may choose to track.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. But it’s not easy—a CX metric score alone can’t create transformation. CX metrics aren’t one-size-fits-all. CX metrics aren’t one-size-fits-all. How are the metrics of field services, retail, call-center, first-contact resolution, etc.

Metrics 195

Metrics NPS Infographics Effort Score 195

InMoment XI

NOVEMBER 2, 2021

Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. Four Ways to Prove CX ROI (and Assets That Show You How). Look no further! Let’s dive in!

ROI 195

ROI Customer Retention Infographics eBook 195

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone. It’s all about what you expect!

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

InMoment XI

FEBRUARY 3, 2025

Better Campaign ROI CI-enhanced marketing can also improve your campaign ROI. Businesses can use this rich data to inform their decision-making, refine their marketing strategies, and balance resource allocation in response to hard numbersnot just vibes. per click is a common range).

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

TechSee

FEBRUARY 10, 2025

True Scalability: AI handles complex tasks at scale, maximizing your ROI while freeing human agents to focus on those interactions that require a “human touch.” By reducing the resources needed to scale revenues, they have been able to scale their new high-speed fiber revenues successfully. ” Curious how it works?

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 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. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? What are you doing with it?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

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

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. Show Me the Money: Proving ROI from Your CX Initiatives You know the drill. Why is ROI So Hard to Prove? What’s Changing?

ROI 52

ROI Self Service Leadership Metrics 52

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. Lack of alignment on important metrics. Customer profiles.

Handbook 275

Handbook Marketing ROI Social Media 275

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. The first step is to review your metrics and listen to customer feedback regularly. Intentional CX is what sets the most successful, high-growth companies apart from the rest.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

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

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

OCTOBER 4, 2023

And, even more importantly, how can you do it so that you get financial proof points, such as proving the ROI of customer experience , from the efforts? Don’t get me wrong, metrics matter, but solely focusing on score management can lead to program stagnation. The cliche is true – everyone owns CX.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

InMoment XI

NOVEMBER 7, 2024

You can track this by monitoring pre-selected customer experience metrics to identify trends, understand customer preferences, and detect any drop-offs in the automated journey. However, the platform’s complex setup and maintenance can demand significant resources, especially for companies new to customer experience automation.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

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. These metrics can help you drive transformative action within your organization. Customer sentiment is how a customer feels about a brand’s products or services.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 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

DECEMBER 13, 2024

The dashboard visualizes these metrics on a unified platform to provide insight into agent and call center performance. It monitors metrics like average talk time, call availability, and cost per call. Tracking Call Center Metrics Businesses can track call center metrics to ensure teams are meeting their objectives.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

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

Calabrio

MARCH 22, 2025

Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization. Utilizing leading contact center forecasting and scheduling software can help you master both parts.

Contact Center 130

Contact Center Management Strategy Call Center 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 AI-powered strategies amplify these results, with 92% of retailers reporting positive ROI. Errors like stockouts or overstocking can lead to lost sales, wasted resources, and dissatisfied customers.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Heart of the Customer

MAY 4, 2020

The post Six Ways Journey Mapping Can Drive ROI appeared first on Heart of the Customer. This is the first question of our Five-Question Framework, which we’ll be discussing during our webinar on Wednesday, May 6 – we hope you’ll join us for that…or catch […].

Customer Journeys 120

Customer Journeys ROI Tools Resources 120

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Only one-third!

ROI 98

ROI Effort Score e-support Metrics 98

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

Uniphore

JUNE 9, 2021

Break out of the traditional model with a “joined-up” service that utilizes resources and information from across the entire company. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? When we say employee-first, we mean employee-first.

Engagement 246

Engagement Contact Center How To Poor Customer Service 246