InMoment XI

OCTOBER 18, 2023

Apply The Art of Integrated CX Strongest Signals: Comprehensive Data Collection The first step towards delivering an omnichannel customer experience is to gather customer experience data from every conceivable source. This holistic approach provides a 360-degree view of the customer journey.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. We want to dispel the belief CX teams need perfect data to move forward.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

CX Centric

JULY 27, 2023

Nate Brown the Chief Experience Officer of Officium Labs was the keynote speaker for the Roi of the CX online event. Nate is passionate about helping employees to understand the customer journey and how they play a role in improving it. This approach is based on building and achieving.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

InMoment XI

APRIL 23, 2024

One of the three key pillars is is driving Smartest Actions from customer signals and insights that yield tangible results. Without actionable steps, even the most insightful data falls short. By leveraging AI, businesses can automate processes, optimise interactions, and deliver exceptional experiences that resonate with customers.

Social Media 260

Social Media Analysis Feedback Loyalty 260

CloudCherry

MARCH 28, 2019

Journey-based insights. Everyone is talking about journeys. But 99% of enterprises don’t bring those journeys into their CX programs. If you’re lucky, you might get your design team to take the sticky notes off the wall and put together a well-designed map. Connecting CX to ROI. Here’s how this needs to change.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

InMoment XI

DECEMBER 22, 2022

What used to be limited to sending out surveys through direct feedback, the industry has evolved to include indirect and inferred customer data sources as well. This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more!

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

CloudCherry

AUGUST 9, 2018

In a world where convenience is everything, companies need to work harder than ever to meet and exceed their customer’s expectations. But the methods we’re using to manage the customer experience are stuck in the past. This leaves companies falling fall behind what customers actually want.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

GetFeedback

AUGUST 14, 2019

Review and refresh your Voice of the Customer (VoC) program. Also, data collection methods have changed. The Voice of the Customer (VoC) has changed and includes more than just surveys. Go beyond basic analytics. Map the customer journey. Bring VoC data into your journey maps.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Eptica

JUNE 12, 2019

Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Author: Guest author: Annette Franz Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. Tell the customer’s story.

ROI 122

ROI Tips Customer Journeys Metrics 122

InMoment XI

FEBRUARY 8, 2023

What to Look for in a CX Bus Driver A CX leader needs to drive cross-functional alignment, build relationships that elicit cooperation, and break down organizational silos to create coordination across the entire customer journey. Again; not for the faint-of-heart.

Sports 295

Sports Financial ROI Leadership 295

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world?

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

InMoment XI

NOVEMBER 28, 2023

Often, managing reviews is also done to ensure that organizations quickly resolve customer issues as they arise, while also harnessing data from customer feedback in order to discover high-impact trends and patterns that shape the customer experience. How do you join and positively shape the conversation?

Management 346

Management Marketing Social Media Guidelines 346

CX Journey

MARCH 21, 2018

Traditionally, customer experience professionals have no budget. CX Initiatives There are various initiatives along your journey that you'll want to be sure to factor into your budget, including: Survey design and associated costs (not technology): these might be allocated under 3.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. What is the “right” level?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

TechSee

AUGUST 26, 2020

Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive. However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. Omnichannel vs Multiexperience. Predict the future. For the Employee.

Customer Journeys 124

Customer Journeys Self Service Effort Score Omni-Channel 124

InMoment XI

FEBRUARY 23, 2024

Potential for Segmentation Errors: Market segmentation involves making assumptions about customer characteristics, needs, and behaviors based on available data. Complexity and Cost: Market segmentation can be complex and resource-intensive, requiring extensive data collection, analysis, and segmentation strategy development.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

iCiDIGITAL

AUGUST 23, 2018

On the analytics team, we improve the functionality of tools like Adobe Analytics and Adobe Target and increase the value they drive for our clients and their customers. As invaluable as technology is to marketers, solving business problems with data science is ultimately a human-centric endeavor. 1) Group Like People.

Data 136

Data Analytics Analysis Groups 136

CustomerSuccessBox

JUNE 17, 2022

That can be done through product analytics. What is Product Analytics? Product analytics is the process of evaluating how your customers or users engage with your product. This enables your product team to identify and track engagement data and optimize the product. How does product analytics work?

Analytics 52

Analytics Customer Journeys Analysis Metrics 52

Kitewheel

AUGUST 3, 2020

Journey Analytics Drives Better Experiences. Customer experience is the key competitive battleground for businesses and marketers in particular. We’ve discussed the importance of journey orchestration, recently covered in The Forrester Wave report. Here are six reasons why Marketers should care about journey analytics.

Analytics 52

Analytics Customer Journeys Marketing Omni-Channel 52

CX Journey

DECEMBER 13, 2017

Image courtesy of Pixabay "Data is just data until you do something with it," right? That statement has plagued companies for a long time and for a variety of reasons - not the least of which is that they just don’t know what to do with the data: how to analyze it, how to use the outputs, what the outputs mean, etc.

Data 112

Data Customer Experience Professionals ROI Analytics 112

Feedbackly

JANUARY 10, 2023

You may not need some of the features marked as “nice to have” However if you want to be confident that your time and money is going into something that will hugely impact the success of your business and reach a positive ROI for your CX strategy, the features labelled “mandatory” will be required.

Customer Journeys 52

Customer Journeys Customer Experience Company How To 52

Fox Metrics

MAY 19, 2021

Companies are widely embracing analytics in their operations. 97% of companies in a Bloomberg Businessweek Services survey had already adopted analytics. But while most companies are putting money into Business Intelligence tools and marketing analytics, very little attention is given to customer analytics.

Analytics 52

Analytics Customer Journeys ROI Customer Centricity 52

Fox Metrics

MAY 19, 2021

Companies are widely embracing analytics in their operations. 97% of companies in a Bloomberg Businessweek Services survey had already adopted analytics. But while most companies are putting money into Business Intelligence tools and marketing analytics, very little attention is given to customer analytics.

Analytics 52

Analytics Customer Journeys ROI Customer Centricity 52

Fox Metrics

MAY 19, 2021

Companies are widely embracing analytics in their operations. 97% of companies in a Bloomberg Businessweek Services survey had already adopted analytics. But while most companies are putting money into Business Intelligence tools and marketing analytics, very little attention is given to customer analytics.

Analytics 52

Analytics Customer Journeys ROI Customer Centricity 52

Fox Metrics

MAY 19, 2021

Companies are widely embracing analytics in their operations. 97% of companies in a Bloomberg Businessweek Services survey had already adopted analytics. But while most companies are putting money into Business Intelligence tools and marketing analytics, very little attention is given to customer analytics.

Analytics 52

Analytics Customer Journeys ROI Customer Centricity 52

Opinionator

JANUARY 8, 2021

The ROI (return on investment) of customer experience for a business is undeniably high. In fact we have previously said that ‘ Customer Experience is Everything ‘ Even a small increase in positive customer experience (CX) can propel revenue to new heights, increasing company profits considerably.

ROI 52

ROI Customer Experience How To Customer Journeys 52

CloudCherry

DECEMBER 1, 2018

CloudCherry uses very specific journey mapping, reporting, and analysis from a beginning-to-end member experience to show how data can drive change, improve employee action and delight the member, whether it be a normal visit to withdraw or deposit funds or a new customer obtaining a new checking account or opening a business loan.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

CloudCherry uses very specific journey mapping, reporting, and analysis from a beginning-to-end member experience to show how data can drive change, improve employee action and delight the member, whether it be a normal visit to withdraw or deposit funds or a new customer obtaining a new checking account or opening a business loan.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? But the revenue impact of customer satisfaction can and must be measured.

ROI 59

ROI Customer Experience Self Service How To 59