Centercode

OCTOBER 28, 2020

For nearly two decades, Centercode has provided leading platform and managed service customer testing solutions that help companies turn good technology into great products. A new study revealed that organizations leveraging Centercode saw a 646% return on investment (ROI) from customer testing over three years.

Return on Investment 69

Return on Investment ROI B2C Study 69

ECXO

JULY 10, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments. By embracing a diverse range of metrics and technologies like AI, businesses can gain a nuanced understanding of customer sentiment. Customer Lifetime Value (CLV) : Estimates long-term revenue potential from a customer.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

DECEMBER 1, 2022

Our goal is to empower you with the data, technology, and human expertise necessary to identify the moments that matter, understand what’s working (and what might need improvement), take informed action to solve business problems, and ultimately provide a truly differentiated experience for your business. What Is Experience Improvement (XI)?

Self Service 370

Self Service Analytics Automotive ROI 370

ShepHyken

OCTOBER 28, 2024

How does the implementation of AI tools impact companies’ return on investment? ” About: Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. Why is empathy important in customer service interactions, and how can AI complement this human trait?

Contact Center 90

Contact Center Self Service Return on Investment Knowledge Base 90

InMoment XI

JANUARY 27, 2025

These are the moments where customer experience and sales intersect, and where the call center can start delivering serious returns on investment. Measuring Success: Metrics that Matter Once youve implemented the right technologies and strategies, how can you tell if its working?

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Retently

NOVEMBER 13, 2024

By blending cutting-edge technology with customer needs, VFRs are solving a long-standing problem in ecommerce: How do you help shoppers feel confident in their purchase without a physical try-on? In 2022, retail returns in the United States amounted to $817 billion , with a quarter of this figure originating from online retailing.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

InMoment XI

OCTOBER 4, 2023

The idea behind integrated CX is to improve customer experience by combining large amounts of data with technology and services to create more complete customer insights and, as a result, more focused and measurable actions. For those of you who know me, you know I can’t resist a running analogy.)

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

eglobalis

JULY 2, 2024

Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. Can you share examples of how your organization has leveraged AI-driven insights or other innovative technologies to enhance customer satisfaction beyond NPS?

NPS 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

DECEMBER 13, 2022

When we manage client programs at InMoment, return on investment (ROI) is always top of mind. While this is really exciting work, it does take an investment of time and money. However, with this option we’re already going into the space of asking customers for their feedback and not just relying on operational data.

ROI 370

ROI Call Center Return on Investment Measurement 370

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. However, merely implementing these technologies without practical actions and listening to your customers and following the company mission and goals will not turn your company into a winner.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

ShepHyken

DECEMBER 2, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively integrate new technology into existing systems to enhance customer experience? Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative.

Customer Experience 79

Customer Experience Return on Investment Policies Customers 79

ECXO

JULY 29, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Return on Investment (ROI) : Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved. Continuous monitoring and adaptation are crucial.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

OCTOBER 9, 2024

Does your technology stack support the requested feature? Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. Technical Limitations Sometimes, a feature request is not feasible with the existing technology stack or product architecture.

Feedback 513

Feedback ROI Innovation B2B 513

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Using before and after data, A/B tests, and pilot programs can clearly show return on investment. It’s time to make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

Win the Customer

JANUARY 2, 2025

Gone are the days when a basic understanding of technology sufficed. Product managers must define and track new metrics, such as AI model accuracy, customer satisfaction with AI interactions, and the return on investment (ROI) of AI-powered CX solutions.

Management 59

Management Return on Investment Roadmap Metrics 59

BlueOcean

MARCH 3, 2025

Achieving Best Total Value Return on investment is crucial, but its measurement isnt always tangible. Whether its through call center technology or customer journey mapping , they are aiming to wow the customer and build a seamless experience. We need to know that well do an amazing job together.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. If the switching barriers are high, the customer experience investments don’t necessarily pay off. It is a simple excel tool for assessing the return on investment for your customer experience management activities.

ROI 284

ROI Customer Experience NPS Financial 284

CSM Magazine

NOVEMBER 7, 2024

In today’s modern world, where innovations in technology take place, effective customer support is crucial for all businesses, especially for the iGaming sector. Efficiency in Costs vs Increased Operational Expenses – Maintenance of customer support can be costly due to aspects related to staff and technology.

Brands 52

Brands Return on Investment Financial Customer Retention 52

Comm100

AUGUST 8, 2022

While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. As organizations see the strong return on investment from live chat, they are now naturally looking to the next step in digital communication.

Chatbots 244

Chatbots Customer Service Knowledge Base Social Media 244

CloudCherry

FEBRUARY 20, 2019

As customer experience gains more traction and more maturity as an industry, the technology is running double time to keep up. Things are constantly moving and changing and your technology needs to be just as adaptable. Instead, your technology should be simple enough to empower the team to make changes themselves. By how much?

Strategy 273

Strategy CEM Analysis Self Service 273

Win the Customer

DECEMBER 21, 2024

As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape. 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

CloudCherry

DECEMBER 23, 2019

SAAS Technology Expert 5+ years, Manager, Team Leader ROI focused. Request a demo. The post How to tie Customer Success into your CEM program appeared first on CloudCherry.

CEM 195

CEM Customer Success How To Return on Investment 195

InMoment XI

AUGUST 13, 2024

By adopting this technology, companies can stay ahead of the competition, make data-driven decisions, and continuously improve their operations. While cost is an important consideration, focus on the potential return on investment the software can provide. billion by 2033, more than doubling its 2023 valuation.

Software 195

Software Social Media Analytics Return on Investment 195

CloudCherry

JANUARY 22, 2020

Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s advantage. The Importance of VOC to CX.

How To 243

How To Social Media Analysis Feedback 243

CSM Magazine

APRIL 18, 2023

From there, you can identify the right tools and technology to help you analyze and interpret customer data. The real challenge lies in putting that strategy into practice. One critical step is clearly defining your objectives and what you hope to achieve with your customer insights.

Return on Investment 52

Return on Investment Customer Insights Strategy Competitive Advantage 52

TechSee

SEPTEMBER 21, 2021

The Internet, mobile technologies, and streaming channels have given consumers an unlimited source of viewing options over any device of their choice and are leading the industry as whole into a cable digital transformation. . The cable industry is at a crossroads. Strategies to ensure a future of cable TV . Provide digital-first experiences.

Self Service 41

Self Service Advertising Entertainment Return on Investment 41

Calabrio

MARCH 4, 2025

Cost Savings + Increased Revenue = Greater ROI While the initial investment in software and implementation might seem daunting, an omnichannel approach to customer service can bring an incredible return on investment. By operating more efficiently and increasing overall productivity , organizations can reduce costs.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Comm100

JANUARY 11, 2023

Best of all, bringing all these benefits to a customer service environment comes with significant return on investment. Automated customer service can generate a substantial return on investment for businesses. What is the state of automated customer service in 2023? Lower service costs and substantial ROI. Article by.

Customer Service 245

Customer Service Self Service Chatbots Return on Investment 245

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. If the switching barriers are high, the customer experience investments don’t necessarily pay off. It is a simple excel tool for assessing the return on investment for your customer experience management activities.

ROI 243

ROI Customer Experience NPS Financial 243

Talkdesk

FEBRUARY 4, 2021

Customer experience (CX) leaders, while not the primary stakeholders in charge of reducing costs, must partner with their customer support/service counterparts to ensure CX is maintained and is driving return on investment (ROI) to help support the business’s bottom line. .

Abandon Rate 87

Abandon Rate Metrics Technology Contact Center 87

InMoment XI

JULY 11, 2024

It uses advanced technology to transcribe and analyze audio recordings. Contact center speech analytics specifically refers to the application of speech analytics technology in a call center environment. Speech analytics combines several advanced technologies to analyze spoken language. What is Speech Analytics?

Analytics 195

Analytics Contact Center e-support Healthcare 195

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? You can move iteratively, process by process, and recognize return on investment steadily as you go.

Self Service 0

Self Service Contact Center Call Center Average Handle Time 0

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? You can move iteratively, process by process, and recognize return on investment steadily as you go.

Self Service 149

Self Service Contact Center Call Center Average Handle Time 149

InMoment XI

FEBRUARY 23, 2024

Choose the ones most likely to engage with your product and that will lead to a positive return on investment (ROI). Monitor and evaluate the effectiveness of segmentation initiatives through key performance indicators (KPIs) such as sales growth, market share, customer satisfaction, and return on investment (ROI).

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

TechSee

OCTOBER 7, 2024

In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

ECXO

MARCH 5, 2024

Digital transformation isn’t just about integrating digital technology into all areas of a business. IBM, a tech giant, reported a significant return on investment after employing Design Thinking in their customer journey. It’s an iterative process that allows for continual refinement based on real-world feedback.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294