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

C3Centricity

JUNE 8, 2020

There has been a lot of discussion in the past few years about the need to move from a return on investment to a return on relationships. They expect recognition at every touchpoint, even if in reality their decisions are influenced by their peers, more than by traditional marketing. From ROI / ROR to ROE.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

GetFeedback

MAY 9, 2019

When it’s developed right and optimized, any employee should be able to understand the key touchpoints in the customer’s journey and what is related to their particular role in the CX program. In order to be successful, this coalition should represent every major customer experience touchpoint across the customer journey.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

CloudCherry

FEBRUARY 20, 2019

If you’re in the middle of a meeting and discover there’s a new friction point impacting customers, how long would it take to add a new touchpoint with your existing CX platform? A real-time solution would let you pull up the customer journey in the meeting, add a touchpoint and start gathering insights right then. Decreasing churn?

Strategy 273

Strategy CEM Analysis Self Service 273

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. After all, low hanging fruit and quick wins are great confidence boosters.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

CloudCherry

DECEMBER 23, 2019

On this episode, Mike shares some of his day-to-day practices, some of which include regularly asking himself, “What are we doing to drive the improvement of each touchpoint?”, But, don’t be too lulled by his calming voice…This guy has some dynamic advice on dealing with Customer Challenges, and you’ll want to sit up and take notice!

CEM 195

CEM Customer Success How To Return on Investment 195

InMoment XI

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. Measuring ROI At the heart of Footlocker’s CX programme lies a focus on measuring return on investment (ROI), which includes various analysis of performance and impact.

Retail 195

Retail Return on Investment ROI Analysis 195

C3Centricity

MAY 20, 2019

There has been a lot of talk recently on moving from a return on investment to a return on relationships. They expect recognition at every touchpoint, even if in reality their peers influence their decisions more than does traditional marketing. From ROI / ROR to ROE.

Industry 266

Industry Strategy Hospitality Hotels 266

CX Journey

DECEMBER 30, 2014

Journeys, Not Touchpoints While it''s important to look at the individual touchpoints, moments of truth, interactions, channels, etc., Journeys, Not Touchpoints While it''s important to look at the individual touchpoints, moments of truth, interactions, channels, etc., But that''s not what executives want to hear.

Customer Journeys 166

Customer Journeys Customer Experience Touchpoint Return on Investment 166

inQuba

MARCH 12, 2025

However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging. MTA accounts for all touchpoints in the customer journey, assigning credit to each channel based on its contribution to conversions. However, it lacks real-time adaptability and relies heavily on past data.

ROI 52

ROI Customer Retention Connections Measurement 52

InMoment XI

JULY 24, 2024

These services include things like consulting, training, and ongoing support aimed at optimizing every touchpoint in the customer journey. Customer experience services encompass a range of solutions designed to help businesses manage and enhance their interactions with customers.

Technology 195

Technology Customer Experience ROI Consulting 195

InMoment XI

OCTOBER 18, 2023

That means capturing insights from every touchpoint and channel. These systems should drive tangible short- and long-term return on investment (ROI) that build an ROI-focused experience programme. This holistic approach provides a 360-degree view of the customer journey.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

Retently

NOVEMBER 13, 2024

This smooth transition between channels not only makes shopping more convenient but also keeps each touchpoint personalized, as virtual fitting room data can inform in-store recommendations. By addressing the most critical challenges in ecommerce, VFRs deliver a powerful return on investment.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. After all, low hanging fruit and quick wins are great confidence boosters.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. After all, low hanging fruit and quick wins are great confidence boosters.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

NICE inContact

NOVEMBER 1, 2017

However, a majority of companies focus their attention on redundant, space-taking data, and continue to miss what is important: analyzing customer touchpoints and call types. 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

However, a majority of companies focus their attention on redundant, space-taking data, and continue to miss what is important: analyzing customer touchpoints and call types. 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

Lumoa

JUNE 30, 2022

That’s a limited view because your customers have many different touchpoints with your product and brand over time. How do you establish that customer experience brings a great return on investment? Over time, you can work to make that data more comprehensive and trustworthy. Contact rate.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

Customer Bliss

MAY 26, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

Optimove

DECEMBER 24, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Journey pruning is key to creating more effective, personalized marketing campaigns that maximize customer engagement and Return on Investment (ROI.)

Return on Investment 52

Return on Investment ROI Customer Journeys Resources 52

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. This alignment ensures that every insight, every decision, and every action contributes to a cohesive strategy, maximizing the return on investment. Enter analytics.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. They monitor metrics like cost per call (CPC) and revenue per interaction to determine the call center’s return on investment (Rter.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Lumoa

APRIL 28, 2024

In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences. Implementation When we talk about return on investment, one additional factor is the implementation time or “time to money”.

Self Service 195

Self Service Customer Journeys Feedback Multi-Channel 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. Even organizations with running CX programs are often wondering how those efforts are paying off. So… Is customer experience worth it? Employee experience (EX) is in step with customer experience.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. The model ".uses

Customer Experience 151

Customer Experience ROI NPS Return on Investment 151

ShepHyken

NOVEMBER 1, 2019

Multiple touchpoints: The actions a user takes while interacting with the company. Customer Journey Mapping can be divided into three categories: The Typical B2B Customer Journey Map: Pictorially represents touchpoints a customer engages with through the journey. Customer Journey Mapping Positions Your Company to Win .

Customer Journeys 87

Customer Journeys Customer Experience How To Touchpoint 87

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Mapping Out Different Touchpoints How does a consumer go from never having heard of your company to a loyal, repeat customer? This transformative arc is their customer (or buyer) journey.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Mapping Out Different Touchpoints How does a consumer go from never having heard of your company to a loyal, repeat customer? This transformative arc is their customer (or buyer) journey.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. Take an Omnichannel Approach: Marketers should adopt an omnichannel orchestration strategy to synchronize outreach to consumers through various touchpoints.

Consumers 111

Consumers Survey Brands Marketing 111

ClientSuccess

MAY 14, 2019

When I do this, I focus primarily on return on investment (ROI) whether it be success criteria or desired outcomes. Valued Engagement Touchpoints. Once you have a system in place, I’d recommend defining valued engagement touchpoints. Reactive vs. Proactive. If a customer’s renewal were tomorrow…would they renew?”.

Touchpoint 45

Touchpoint Customer Success Engagement Strategy 45

InMoment XI

NOVEMBER 15, 2023

Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Monitor and Measure the Impact : Continuously monitor the impact of changes and adjust strategies accordingly. What is the ROI of Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

TechSee

SEPTEMBER 26, 2024

For enterprise leaders looking to optimize their customer service operations, the return on investment (ROI) of Agentic AI is undeniable. Agentic AI’s ability to deliver personalized, seamless service contributes to a higher NPS by creating positive experiences at every touchpoint.

ROI 124

ROI Strategy Average Handle Time Net Promoter Score 124

Horizon CX

JUNE 10, 2022

A program with a goal such as that can only last so long until the question of return on investment (ROI) arises and it can be proven that a higher NPS score has a direct correlation to improved business outcomes. Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

COPC

SEPTEMBER 23, 2024

We conducted proprietary research for the COPC Standards Committee, which reveals that only around 40% of contact center leaders report seeing a meaningful return on investment from sentiment analysis tools. They had invested in a sophisticated sentiment analysis tool to measure customer satisfaction in nearly real-time.

Analysis 82

Analysis Feedback Contact Center Return on Investment 82

Clarivate

MARCH 7, 2017

At some point during the implementation of your Customer Experience (CX) strategy and plan, you will be asked to show a Return on Investment (ROI). How can you measure improvement of those touchpoints in a way that matters to a customer? Does your customer survey give you additional insights about these touchpoints today?

Customer Journeys 40

Customer Journeys Touchpoint ROI Report 40

Comm100

APRIL 12, 2018

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. What service are you going to provide after the sale to differentiate your company from the competition? Understanding Customer Experience. Negatives of CSat.

NPS 170

NPS Measurement Effort Score Customer Experience 170