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

InMoment XI

AUGUST 16, 2024

As the number of consumers making their purchases online has grown exponentially in recent years, it is no surprise that over 80% of marketing leaders have chosen to invest their resources in digital channels. This leads to a reduction in errors, faster completion of tasks, and more effective resource allocation.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

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. This helps to deepen customer relationships, increase customer lifetime value, and ultimately drive higher revenue.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Circular Edge

MAY 6, 2022

Blog Credit: Ian McCue , October 8, 2020 ( 15 Use Cases for Enterprise Resource Planning (ERP) | NetSuite ). Human Resources Management (HRM). To fully calculate ROI, focus not only on day-to-day functions but how the system will help retain talent, free up HR staff for value-added projects and minimize audit findings.

Resources 52

Resources Ecommerce CRM Financial 52

TechSee

MARCH 2, 2023

An experienced AI partner can provide a structured, well-thought-out onboarding, customization, and staffing strategy and help you develop your KPI objectives and ROI timelines. What resources should I allocate to bring your AI solution into my service organization? Others require customized data gathering and labeling.

Self Service 109

Self Service Roadmap Resources Meeting 109

AskNicely

SEPTEMBER 6, 2018

According to The NPS Benchmark Study, the best practitioners involve everyone in the company including executives, operations, product, marketing, customer success, human resources, and administration. Marketing uses customer feedback to determine the ROI on campaigns and initiatives. Executive Buy-in for Net Promoter Score.

NPS 150

NPS Net Promoter Score Survey Customer Success 150

CX University

NOVEMBER 7, 2023

CX University earned its recognition by the Customer Experience Professionals Association (CXPA) as a Resource Training Provider (RTP) through its rigorous curriculum review and approval process. CCXP Exam Prep Many professionals working in a Customer Experience-related role seek certification to substantiate their mastery of the discipline.

Course 52

Course Roadmap Customer Experience Professionals ROI 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. The ROI of Digital CS At AuditBoard, an investment has been made in dedicated operations that are focused on driving digital scale experiences.

Self Service 52

Self Service How To Roadmap ROI 52

Feedbackly

SEPTEMBER 26, 2023

Consider it a winning roadmap to stay ahead of the curve! Also, a lack of resources for customer service support can magnify the issue and lead to high churn rates. Measuring Emotional ROI With emotional experience being the way forward in CX, EVI® will introduce a new dimension of measuring ROI.

Management 98

Management ROI Touchpoint Comparison 98

Lithium

NOVEMBER 1, 2022

An Interview for Change: How AI and Automation Drive ROI Khoros has been a social care leader for years, but a tool is only as valuable as the one who wields it. Get to the bottom of the best ways to use and prove the ROI of Khoros Care with Khoros product marketing expert Josh Snider. Are you there ROI? Are you There ROI?

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. If you’ve already developed a resourced roadmap, you’re well on your way. Define your goals and make a plan.

ROI 61

ROI B2B Roadmap Metrics 61

CX University

NOVEMBER 21, 2023

From then onward, CX University has been recognized by the Customer Experience Professionals Association (CXPA) as an Authorized Resource Training Provider by meeting its rigorous curriculum review and approval process.

Course 52

Course Roadmap Conference ROI 52

AWS Machine Learning

APRIL 22, 2024

This guide can be used as a roadmap for integrating generative AI effectively within sustainability strategies while ensuring alignment with organizational objectives. A roadmap to generative AI for sustainability In the sections that follow, we provide a roadmap for integrating generative AI into sustainability initiatives 1.

Roadmap 127

Roadmap Competitive Advantage Innovation Self Service 127

ECXO

DECEMBER 20, 2023

Get executive buy-in, build a cross-functional team and bring data to the C-Suite and leadership teams Get senior buy-in and align stakeholders around the new CDP / personalisation roadmap. What internal resources, skills and processes are needed to design and implement the plan? This makes it easier to prove ROI.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. By basing decisions on solid data, businesses can maximize their ROI and align their strategies with their overall goals.

Analysis 195

Analysis Social Media Analytics Loyalty 195

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Many brands are investing heavily in customer experience (CX) and, as we explore below, the numbers don’t lie — those allocated resources can yield some serious returns. Building your own CX ROI model. Baseline ROI metrics: Customer experience by the numbers.

ROI 40

ROI Measurement Customer Experience Effort Score 40

BirdEye

APRIL 11, 2023

The BCG Matrix organizes everything into: Low volume, low return on investment (ROI) Low volume, high ROI High volume, low ROI High volume, high ROI The BCG Matrix is also effective in evaluating your various marketing channels to determine which are the most effective and worthwhile. Why use a business strategy template?

Examples 98

Examples Strategy Analysis ROI 98

West Monroe

MARCH 14, 2024

Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI. Featured Content Achieving ROI today requires speed, value, and adaptability Read More Our commitment to delivering results is reflected in every client engagement.

Data 40

Data Banking ROI Financial 40

Gainsight

APRIL 9, 2024

Deployment Engagement Adoption ROI Community engagement is a key part of the “E” portion of this framework. Marketing gains more brand awareness which fills their pipeline with new ideas and resources. The feedback received within the community can help the Product team improve the roadmap to better align with customer needs.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Gainsight

MAY 12, 2022

What’s more, this customer-first approach to your product roadmap also fits perfectly into recurring revenue models. Because analytics pull data directly from the user, it can inform your decisions and guide your product roadmap choices in a direction that’s aligned with the user’s needs. You can measure and prove progress.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

CSM Magazine

JULY 2, 2024

This comprehensive guide delves into the nitty-gritty of effective personalisation, offering a roadmap for businesses keen to elevate their customer experience game. As we navigate the complexities of customer engagement in 2024 and beyond, ContactBabel’s ‘Inner Circle Guide’ is an indispensable resource.

Loyalty 52

Loyalty Effort Score Roadmap Groups 52

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. About the book: This book presents an update on the first resource that focused on how to quantify user experience. Here is the link. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

West Monroe

JULY 21, 2024

85% of current GenAI projects fail to make it past the proof-of-concept phase and therefore deliver no immediate and concrete ROI. But the ROI of being fast is diminished if projects are plateauing in the pilot stage or leaving value on the table. Unfortunately, most organizations that are playing the game today are playing it poorly.

Government 52

Government Technology Guidelines ROI 52

SurveySensum

AUGUST 22, 2023

Upgrade ROI. Updates reflecting user wishes get higher adoption rates, boosting ROI. Feedback drives data-backed decisions, aligning your SaaS roadmap with what truly matters. Use the Insights Into Your Product Roadmaps Your customers share their expectations and experiences in their feedback. Be precise with features.

Feedback 52

Feedback Strategy Net Promoter Score B2B 52

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Leverage feedback to enhance multiple initiatives, such as improved team training, developing proactive approaches to customer interactions, and updating knowledge base resources. .

How To 221

How To Customer Journeys Feedback Survey 221

West Monroe

MAY 17, 2023

Gives more control over all aspects of the product development lifecycle and what features/functionalities are prioritized on the product roadmap, resulting in smoother implementations, greater adoption, and control over the evolution of key business solutions. Do we have the resources internally to achieve the expected outcomes?

Banking 52

Banking Technology Innovation Roadmap 52

Lithium

MARCH 2, 2021

Titans will be rewarded for their continued engagement with Khoros with a wide range of networking opportunities for personal and professional advancement and increased access to Khoros' resources. Khoros Roadmap Webinar | Resource Round-up | 2021 Q1. Marketing Roadmap Deep Dive Webinar. Save Your Spot! Mar 31, 2021.

Roadmap 52

Roadmap Analytics Omni-Channel Tips 52

Magellan Solutions

FEBRUARY 26, 2024

Cost Concerns : Evaluate the long-term benefits of AI adoption and allocate resources accordingly. Forward-thinking leaders partner with AI specialists like Magellan Solutions, providing tailored roadmaps and platforms explicitly aimed at transforming AI in contact centers.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Thematic

APRIL 17, 2024

It empowers you with the data to confirm the most important pain points, understand satisfaction drivers, and focus your resources and efforts on the actions that will have the greatest impact on customer experiences. Budget and ROI Customer experience analytics tools range in cost, from basic options to enterprise-level platforms.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

It empowers you with the data to confirm the most important pain points, understand satisfaction drivers, and focus your resources and efforts on the actions that will have the greatest impact on customer experiences. Budget and ROI Customer experience analytics tools range in cost, from basic options to enterprise-level platforms.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

It empowers you with the data to confirm the most important pain points, understand satisfaction drivers, and focus your resources and efforts on the actions that will have the greatest impact on customer experiences. Budget and ROI Customer experience analytics tools range in cost, from basic options to enterprise-level platforms.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Centercode

APRIL 16, 2019

I always recommend making a program metric roadmap. Start by showcasing submitted issues, then build a plan for implementing idea and praise submissions into your product metric roadmap. By showing continuous improvement to the program, its measurable impact and return on investment (ROI) will be obvious. Example Metrics.

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

West Monroe

APRIL 6, 2022

When banks are looking to innovate or need unique technology solutions, they can invest in the resources and skill sets required to successfully build and maintain custom technology solutions to enable their business needs. Provides access to resources and skillsets that fulfill specialized business needs.

Banking 52

Banking Technology Marketing Roadmap 52

inmoment

JANUARY 21, 2020

Step 4: Fit Those Initiatives Into Your Roadmap. While on the subject of seeing a CX mission through (and justifying ROI in the boardroom), putting your initiatives on a roadmap is a great way to track projects, evaluate changes, and demonstrate to the C-Suite that CX prioritisation can yield tangible results and performance markers.

Customer Experience 52

Customer Experience Roadmap Customer Journeys Touchpoint 52

Gainsight

SEPTEMBER 8, 2021

Thankfully, the ROI calculation for CS Ops is simple: If you were to improve your retention by 5%, your expansion by 5%, or your account coverage ratios by 5%, how much would you earn or save? It burns time and bridges to compete with other departments for resources. Do that math, and look at the dollar value on the page.

Marketing 105

Marketing ROI Leadership Analysis 105

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps.

Exercises 97

Exercises ROI Conference Video 97

West Monroe

MAY 17, 2023

Gives more control over all aspects of the product development lifecycle and what features/functionalities are prioritized on the product roadmap, resulting in smoother implementations, greater adoption, and control over the evolution of key business solutions. Do we have the resources internally to achieve the expected outcomes?

Banking 40

Banking Technology Innovation Roadmap 40