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

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. Tip #1: Break Down Metrics. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. Tip #2: Tell Stories.

Tips 370

Tips ROI Metrics Touchpoint 370

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

GetFeedback

DECEMBER 2, 2019

Use other business knowledge to find the ROI of your CSAT initiatives. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. 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. . Get the Guide.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. 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

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. For the identified moments of truths, make sure you have the correct metrics in.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

GetFeedback

NOVEMBER 25, 2019

Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. Get the Guide.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Heart of the Customer

MAY 4, 2020

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 […]. The post Six Ways Journey Mapping Can Drive ROI appeared first on Heart of the Customer.

Customer Journeys 120

Customer Journeys ROI Tools Resources 120

InMoment XI

NOVEMBER 7, 2024

Triggers prompt automated responses, such as sending a thank you email after a purchase, offering a discount to customers who haven’t engaged recently, or delivering relevant content after someone attends a webinar. Organizations that partner with InMomet realize ROI on their CX investments twice as fast as they would with competitors.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

NOVEMBER 26, 2024

The map helps the company tailor content to each stage, such as blog posts and webinars for the awareness stage, product comparisons during the consideration stage, and free trials or demos for the decision stage. These metrics can help you drive transformative action within your organization.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

CloudCherry

MARCH 28, 2019

Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? In the past, CX professionals have had to rely on proxy metrics like NPS and CSAT to show their impact on the business. Think about the business insights you’re getting from your CEM today.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

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. What are best practices for measuring ROI when making improvements to the customer journey?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

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

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

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. What are best practices for measuring ROI when making improvements to the customer journey?

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. What are best practices for measuring ROI when making improvements to the customer journey?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Structured feedback. Get the Guide.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Think Customers

JUNE 13, 2024

Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO. A 9700% CX ROI? She’s dissected and painstakingly diagrammed each one. No more layoffs.

ROI 64

ROI Chief Customer Officer Metrics Return on Investment 64

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

SurveySparrow

FEBRUARY 14, 2022

In our recently concluded virtual HR summit, Refine EX, Anisa Aven, the CEO of Turnkey Coaching & Solutions , perfectly started her webinar with this line. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar.

Analytics 98

Analytics Metrics Examples Survey 98

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Defining and achieving business objectives (ROI and bottom-line, contact center metrics, newly defined KPIs). Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale.

Contact Center 130

Contact Center ROI Metrics Interaction 130

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

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. A formal ROI analysis is easier with cost reduction, so he suggests starting there and then following with growth. . The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

How To 150

How To ROI Policies Analysis 150

CSM Magazine

DECEMBER 9, 2024

These pressing industry challenges and more – lie at the heart of an upcoming webinar being hosted by our team at Sabio Group, supported by our partner Avaya , on Thursday, December 12th. Our upcoming webinar is about helping businesses navigate between these two extremes and find a path that actually delivers results.

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? RSVP for the webinar today! Strategic roadmap to deliver new-age customer experiences. Register Now. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy.

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. Many webinar attendees were curious about speed as well.

Tips 166

Tips User Experience ROI Customer Centricity 166

customer sure

JANUARY 20, 2025

Measuring ROI in CX: Proving the Value Popular opinion would have you believe that its hard to measure the ROI of CX initiatives. Discover how to measure the ROI of CX in our webinars and guides. Visit our working together page to see how we support proactive experience management. Thats simply not true.

Trends 62

Trends Net Promoter Score Analysis ROI 62

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Contact Center Analytics Best Practices for Maximum ROI Strategic Focus over Isolated Improvements While it’s tempting to dive into the granular details and make quick fixes based on isolated data points, true transformation comes from a strategic focus.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! So, what’s the solution?

Metrics 62

Metrics Management Effort Score ROI 62

Experience Matters

OCTOBER 18, 2017

Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago. It seems like every year I get a surge of questions about Net Promoter® Score (e.g., Well, it’s that time of year. Much of that data has been updated, but the content remains totally applicable. This is a great primer on NPS.

Net Promoter Score 192

Net Promoter Score NPS Groups Resources 192

ChurnZero

JANUARY 6, 2025

The silver lining: finance teams will more amenable to out-of-cycle budget requests compared to the previous two years, if requests are securely anchored to a strategic initiative that is imperative to the business and a strong business case that articulates the ROI. Trend 2: AI and automation become transformative.

Trends 52

Trends Customer Success Measurement Leadership 52

InMoment XI

OCTOBER 8, 2024

Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs. You can use metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to monitor specific aspects of your customer experience and identify areas of improvement.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

CX Journey

JULY 5, 2018

In Phase 2 (Metrics) , companies pick up their next bad habit when it comes to customer listening and understanding: they focus on a metric, on making their number, on moving the needle on the score. When you focus on the metric, you reward the behaviors that move the number, not on those that deliver a better experience.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

Gainsight

MARCH 31, 2025

According to Benchmarkits 2024 B2B SaaS Performance Metrics Benchmark Report , the average new customer CAC for B2B SaaS companies is $1.76, while the average expansion CAC is only $1.00. Educational Webinars or Tutorials: Host webinars or create tutorials showcasing advanced features that customers might be interested in expanding into.

Customer Journeys 52

Customer Journeys Strategy Effort Score B2B 52

BirdEye

MAY 11, 2023

Host webinars and workshops Webinars and workshops provide great opportunities for collecting free mortgage leads because you attract a community interested in your business. Some of the metrics that every mortgage business must track to know the effectiveness of their lead generation efforts are listed below.

Social Media 98

Social Media How To Return on Investment ROI 98

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. The factors that comprise good CX storytelling are as follows: Operational Metrics.

ROI 52

ROI Net Promoter Score Effort Score Customer Experience 52