InMoment XI

FEBRUARY 24, 2022

Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? When you’re presenting a business case, the goal shouldn’t be complexity. Tip #1: Break Down Metrics.

Tips 370

Tips ROI Metrics Touchpoint 370

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Measuring the ROI of Customer Experience Initiatives As long as you first define success and understand your CX strategy, you can find several ways to measure the success of specific initiatives. Key Metrics and Steps to Consider for Measuring ROI 1.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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

Horizon CX

MARCH 1, 2021

Compelling Arguments for Justifying CX Programs – the Dreaded ROI Question. And although few disagree that customer satisfaction, value, and loyalty are necessary for any successful business, there is an agreement that there are indeed ways to put an ROI value on a CX program. And furthermore, how can a CX program be justified?

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

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. And they also answered a few questions from CX professionals throughout the presentation.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

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. There is a lack of focus on presenting the business case for your program.

ROI 154

ROI Customer Experience Strategy Customers 154

eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience.

Self Service 200

Self Service Strategy Contact Center Virtual Agent 200

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Looking ahead, 2025 presents exciting opportunities to refine and expand these innovations.

Trends 109

Trends Self Service Omni-Channel Social Media 109

ECXO

MARCH 6, 2025

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. is necessary to present customers with a coherent experience. Instead, frame CX initiatives in terms of ROI as well as Lynn Hunsaker often writes about.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

AUGUST 12, 2024

MarTech’s Impact on Global CX Strategies The Asia-Pacific (APAC) region, with its rapid technological adoption and diverse markets, presents both opportunities and challenges for enhancing customer experience. By strategically deploying MarTech, businesses in APAC are achieving exceptional customer satisfaction, growth, and loyalty.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

InMoment XI

DECEMBER 15, 2022

But, the challenge lies in gathering data and linking it to meaningful business KPIs such as customer loyalty , customer acquisition , or generally proving program ROI. Watch the full presentation here! Gathering data in today’s business environment is easier than ever before.

Trends 397

Trends How To Social Media Survey 397

Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership?

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

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. ” Step 8: Identify how to measure the ROI of your service.

Handbook 275

Handbook Marketing ROI Social Media 275

Experience Investigators by 360Connext

JANUARY 7, 2025

My client had just returned from a presentation to her executive committee. Related resource : Customer Experience ROI: Tying CX Investments to Business Success Customer Experience ROI: Tying CX Investments to Business Success Prove customer experience ROI with strategies to tie CX investments to measurable CX metrics and outcomes.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

C3Centricity

JUNE 8, 2020

During my presentation, I shared many ideas; here are a few of the points I covered: #1. From ROI / ROR to ROE. These are just six of the many ideas I shared during my presentation. CustomerFirst #CustomerCentricity #Future #Trends Click To Tweet. If you are interested in seeing the full talk, you can find it on SlideShare here.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

eglobalis

SEPTEMBER 28, 2024

Such behavior is out of sync with Toyota’s global brand ethos and presents challenges in delivering a consistent customer experience across markets, especially when dealing with small, family-owned dealers. Some dealerships seem to focus only on return on investment (ROI), missing the broader concept of value exchange with customers.

Automotive 484

Automotive Loyalty System Return on Investment 484

eglobalis

JULY 2, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. The emergence of advanced data analytics and real-time feedback mechanisms presents a transformative opportunity for organizations to transcend the constraints of NPS.

NPS 468

NPS Net Promoter Score Feedback B2C 468

InMoment XI

OCTOBER 24, 2024

InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. Omnichannel communication means more than just being present on multiple platforms; it’s about integrating those platforms into one unified interface to build an omnichannel customer experience. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Comm100

SEPTEMBER 4, 2022

Live Chat ROI Calculator. Fill in your team’s details into this live chat ROI calculator and see how much YOU can save! ROI Calculator. If you cannot solve a customer’s problem, be sure to explain why, and to present the next best possible resolution. No matter how you slice it, live chat is a smart investment.

Customer Service 246

Customer Service Apparel Abandon Rate ROI 246

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 441

Customer Experience Social Media Analytics Chatbots 441

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

InMoment XI

AUGUST 31, 2023

Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI. Integrated Actions : The ultimate goal is to eliminate any and all silos that exist in many companies, facilitating a coordinated, data-driven approach to prioritising which action will get your business the best results.

Conference 195

Conference Banking ROI Customer Voice 195

InMoment XI

FEBRUARY 8, 2023

CX leaders must have the will and influence to drive demonstrable culture change, improvement, and ROI no matter where they report within the company. Look for the next article on the other organizational elements that need to be present beyond the CX leader and core team. It’s not easy, but nothing worth doing ever is.

Sports 221

Sports Financial ROI Leadership 221

InMoment XI

FEBRUARY 15, 2023

Building the Foundation for A Successful CX Program: Moving Beyond the Continuous Improvement Framework Beyond those five core stages, though, there are certain foundational and organizational elements that must be present for CX to thrive in your company. And your C-Level executives, board and shareholders expect this.

Sports 221

Sports Leadership Lifetime Customer ROI 221

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. Almost 80% of employees who created a customer journey map at their organization say it helped generate alignment between internal teams.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Beyond Philosophy

JANUARY 5, 2024

Here, we present seven potent ways to turn the tide. The post 7 Rules Guaranteed To Change Your Customer’s Habits To Gain ROI appeared first on Beyond Philosophy. Picture this: Your customers, like individuals, operate on habitual inclinations. 31:49 Colin reviews and summarizes the seven rules and how they can help.

ROI 88

ROI Return on Investment System Strategy 88

CX Accelerator

APRIL 1, 2020

The Ugly News: The truth of the matter is your CEO wants a simple answer to a complex question, but the fact remains that the industry doesn’t know (or can’t agree at least) on how to answer the ROI question. CX leaders are in a unique position that, to my mind, happens once a generation. business results by addressing customer needs.

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

Retently

NOVEMBER 27, 2024

According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. If tracking behavior is about understanding the present, predictive analytics is about planning for the future. The best part?

Ecommerce 149

Ecommerce Sales Strategy Tips 149

GetFeedback

AUGUST 14, 2019

A CSAT is a single question presented to a customer at a single moment, or moments, throughout a customer experience to gauge satisfaction. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. is similar to the mechanism at work in a Customer Satisfaction Score (CSAT). Free CSAT Calculator.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

NICE inContact

MARCH 14, 2019

Customers are demanding a great experience, and top-tier brands are seeing exceptional ROI when they start with their contact center to enhance customer experience. To improve customer experience , begin at the contact center. Want to learn more, and take the first steps towards a stronger customer experience?

Customer Expectations 171

Customer Expectations Contact Center How To ROI 171

ClearAction

NOVEMBER 3, 2023

How to Quantify CX ROI Lynn Hunsaker Quantifying CX ROI has been a top challenge, but it’s amazingly simple when you take the right approach. What will the ROI be? one-time investment to stop this issue forever (hours x salary) 9,708% ROI to stop this issue: [($50,625 – $1,734,000) / $1,734,000] x -100 Wow!

ROI 62

ROI How To Groups Course 62

Win the Customer

DECEMBER 21, 2024

Customized content: Present customers with content that is relevant to their interests and needs, such as personalized articles, blog posts, and videos. Conducting thorough cost-benefit analyses: Evaluate the potential return on investment (ROI) of each AI initiative.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

Blake Morgan

SEPTEMBER 5, 2023

If this is to happen, there’ll be increased scrutiny of the ROI from this budgetary increase, posing increased challenges for the customer experience team. Customer Experience Leaders Need to Think Budget and ROI One thing that stands out with modern customer experience is that it’s up-leveled to the boardroom.

ROI 72

ROI Metrics Data Customer Experience 72

Customer Experience Update Submitted Articles

OCTOBER 12, 2022

Your enjoyment of it, and the value you assign to it, can be impacted by many factors – how well it has been sourced, the quality of the various elements, the care with which it is handled and prepared, the ultimate presentation to you and how it makes you feel after you’ve consumed it.

ROI 210

ROI Data Consumers 210