InMoment XI

JANUARY 22, 2025

If the information theyre seeking is presented consistently and accurately, youll build confidence, trust, and loyalty. Rich ROI-focused data insights, keyword tracking, and powerful connections to other InMoment tools round out this powerful platform that drives results.

Software 195

Software Management Social Media Multi-Channel 195

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales. Key Metrics and Steps to Consider for Measuring ROI 1. And while more revenue is great, organizations also want to lower expenses.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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

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 198

Self Service Strategy Contact Center Virtual Agent 198

Horizon CX

MARCH 1, 2021

The head of sales and marketing and the head of services aligned with all the reasons why Customer Satisfaction and Loyalty had to be the company’s number one operating pillar. Compelling Arguments for Justifying CX Programs – the Dreaded ROI Question. The post ROI and the Secure Customer Index (SCI) appeared first on Horizon CX.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

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 469

Automotive Loyalty System Return on Investment 469

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

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

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 425

Customer Experience Social Media Analytics Chatbots 425

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. 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.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Experience Investigators by 360Connext

JANUARY 7, 2025

My client had just returned from a presentation to her executive committee. The most successful CX teams align every department around the CX mission and foster collaboration across marketing, sales, support, and technology teams to ensure consistent CX.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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. Sales funnel’s level distribution.

Handbook 275

Handbook Marketing ROI Social Media 275

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

InMoment XI

FEBRUARY 8, 2023

Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc. Sales sells the vision and aligns the products and services against customer needs. Look for the next article on the other organizational elements that need to be present beyond the CX leader and core team.

Sports 221

Sports Financial ROI Leadership 221

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues. A B2B Telecom reduced costs by 36% and increased revenues by 7%.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

C3Centricity

APRIL 3, 2019

Whilst ROI is not the best measure of marketing’s impact (see this Forbes article for more on that), you still need to answer the question. Say what your total budget is, how much you spend on advertising and promotions and what impact that has had on sales, in total. WHAT RETURN ON OUR MARKETING BUDGET ARE WE GETTING?

Marketing 277

Marketing How To Advertising Brands 277

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. The desire for a personalization in the sales experience has only grown in recent years. The same holds true across the sales-service continuum.

Sales 103

Sales Loyalty Contact Center Communication 103

InMoment XI

SEPTEMBER 3, 2024

Demonstrate Return on Customer Service Investment Conversation analytics provides businesses with tangible evidence of the customer experience ROI from their efforts. Sales Process Improvement Organizations can gain valuable insights into the most effective sales techniques, objection-handling strategies, and customer pain points.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Alida

MAY 24, 2018

While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. Antonio Zaccheo, VP of store operations from Sunglasshut North America, Luxottica, made a similar point, saying that sufficient support and training can boost employee engagement and ultimately sales.

Retail 189

Retail Conference Employee Engagement ROI 189

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 91

Sales Connections Social Media Effort Score 91

AWS Machine Learning

APRIL 6, 2023

In this post, we demonstrate how NXP, an industry leader in the semiconductor sector, collaborated with the AWS Machine Learning Solutions Lab (MLSL) to use ML techniques to optimize the allocation of the NXP research and development (R&D) budget to maximize their long-term return on investment (ROI).

Sales 102

Sales Training Metrics ROI 102

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Think of how much your organization invests in marketing, sales and pr initiatives. The ROI of some customer experience initiatives can take 6, 12 or 24 months to come to surface.

Customer Focused 167

Customer Focused Customer Centricity ROI eBook 167

Thematic

MARCH 30, 2025

In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. With that data, they discovered a recurring theme: late-night sales calls were frustrating users—especially across time zones. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Data Analytics How To 62

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

One Millimeter Mindset

SEPTEMBER 16, 2019

They become skeptical about lack of continuity and gaps in the details you present. Especially when these omitted details surface, often inconveniently, both pre- and post-sale. Most of the time, these professionals are involved in the post-sale care and feeding of customers, once a sale is consummated. Contact me here.

Sales 72

Sales Return on Investment Meeting Customer Retention 72

GetFeedback

AUGUST 14, 2019

The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . Use CSAT at key points in the sales process. After inbound sales calls, for example, prospects can share how satisfied they were with the conversation. Are you satisfied with customer satisfaction?

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. ROI in Agent Happiness (and Better Allocation of Corporate Resources). Many businesses use Chatbot technology to generate leads and make sales. Why Chatbots?

Chatbots 169

Chatbots Self Service ROI Contact Center 169

ProProfs Chat

APRIL 25, 2019

As an eCommerce entrepreneur, it’s not always easy to select the right tools that are decisive and provide a promising ROI. Here is a list of top tools that can help you boost conversion rate and improve your ROI. Salesforce CRM helps to fully automate your sales & marketing using AI-based data handling and analytics.

Ecommerce 75

Ecommerce ROI Tools Analytics 75

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. Increase in sales / upsells and referrals. Lower customer churn and higher revenue growth. More reviews and testimonials.

Net Promoter Score 150

Net Promoter Score Customer Success NPS Culture 150

Alida

JUNE 30, 2017

Vehicle sales are softening, and car ownership is down, especially among younger consumers. While the new paradigm of CASE (Connected, Autonomous, Shared, Electric) vehicles is expected to generate new economic opportunities, the picture for the legacy manufacturer/franchise dealer sales model is alarming.

Automotive 138

Automotive Industry How To Customer relationships 138

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

InMoment XI

FEBRUARY 23, 2024

Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. Disadvantages of Market Segmentation While market segmentation offers numerous benefits, it also presents certain disadvantages and common pitfalls. Effective market segmentation is critical to that goal.

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

Beyond Philosophy

MARCH 20, 2017

Turning your value proposition into effective sales and marketing messaging and content to reach potential buyers. Instead, what buyers want is a stellar sales experience where they can learn something new, and marketing content that educates and makes them smarter. Marketing and sales need to collaborate.

Customer Centricity 137

Customer Centricity Case Study Sales ROI 137

GetFeedback

MARCH 21, 2019

You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. The customer asks sales or customer reps a question about the color options or the return policy. In turn, this data can help you capture ROI (ie. The customer gives you their email for promotions. Trial user.

Customer Journeys 186

Customer Journeys NPS Net Promoter Score Data 186

InMoment XI

NOVEMBER 28, 2023

Asking for reviews also has powerful reputational benefits: a stream of 5-star reviews from customers helps showcase your business and creates powerful social proof for inspiring shopper confidence and driving sales. Discover smarter, richer insights about customers: Reviews provide valuable insights into customer opinions and preferences.

Management 259

Management Marketing Social Media Guidelines 259