Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Customer experience is really, at its core, a uniquely positive idea.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Bridge customer comments with their actions.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Nothing wrong with that!

Customer Experience 142

Customer Experience ROI Airlines Comparison 142

CX University

NOVEMBER 21, 2023

As with all online content immersed in a growing and advancing field, the Customer Experience discipline continues to provide valuable insights, data, and knowledge. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

Course 52

Course Roadmap Conference ROI 52

Maru/HUB

OCTOBER 2, 2018

And when it comes to processing, aggregating, and understanding research results, data visualisation is key. Data visualisations give you a truer picture of what’s happening in the market, help identify your blind spots (that could otherwise harm your profitability), and ensure you stay one step ahead of the competition.

Data 40

Data Marketing ROI Customer Experience Professionals 40

CX Accelerator

MARCH 14, 2019

a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? Consider now that Forrester's CX Predictions for 2019 report states that up to 89% of CX practitioners do not believe the ROI of CX is well established in their companies.

Customer Experience 182

Customer Experience Customer Journeys ROI Guidelines 182

Lumoa

APRIL 21, 2022

You are also very well aware of where you want to go; RevOps, with 69% of you saying your primary reason for gathering customer insights is to increase revenue and reduce churn. And what’s even more positive is that Customer Support teams have a valuable asset in their hands. You have data. To me, that’s hugely positive.

How To 208

How To Self Service Banking Customer Satisfaction 208

Beyond Philosophy

JANUARY 25, 2019

Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. An opportunity exists and in a significant way.

Customer Experience 95

Customer Experience ROI Consulting Customer Experience Professionals 95

Beyond Philosophy

JANUARY 25, 2019

Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. An opportunity exists and in a significant way.

Customer Experience 92

Customer Experience ROI Consulting Customer Experience Professionals 92

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Bridge customer comments with their actions.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

DCX

AUGUST 13, 2024

Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: The "Customer First" Fairy Tale Departmental Hunger Games The Tech Time Machine The New Customer Gold Rush The Channel Chaos Theory The ROI Riddle Quarterly Tunnel Vision Ready? Become a data hoarder. Let’s go!

ROI 52

ROI e-support Touchpoint Course 52

Alida

AUGUST 30, 2017

Working with stakeholders outside of research is crucial to getting more ROI from Sparq and increasing your profile in the organization. One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. De-mystify ROI measurement.

ROI 100

ROI Innovation Effort Score Customer relationships 100

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100

Forrester

OCTOBER 15, 2014

It''s results data - especially financial results data. And that''s especially true for analysts who cover customer experience because all too often CX professionals don''t track - or won''t share - their results. Customer Experience ROI. You know what the Holy Grail is for an analyst?

Customer Experience 88

Customer Experience ROI Customer Experience Professionals Financial 88

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. All the discussions, customer calls, data sets, etc.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 62

Report Survey ROI Net Promoter Score 62

GetFeedback

JULY 19, 2019

Storytelling: Your VoC program should tell the story of your customer. Use real quotes, call center recordings, and other powerful emotional data to share what’s really going on with your customers. That means all the data in the world can’t tell a story like the actual voice of your customer. And guess what?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Oracle

MARCH 1, 2021

Kerri Konik’s pioneering work through her firm—developing brand strategy, campaigns, and innovative takes on the customer relationship—helps players in consumer packaged goods and other categories redefine their customer relationships. Jeannie has spent nearly 20 years evaluating and improving customer experiences.

Technology 81

Technology Advertising Customer Experience Professionals Entertainment 81

SurveySensum

JULY 9, 2021

Why is it important for CX Professionals to be empathetic? Customer experience professionals must learn empathy because they are the ones in charge of making the end-customer satisfied. And, how will they know how to make an incredible customer experience if they don’t empathize with their customers?

Social Media 98

Social Media ROI NPS Loyalty 98

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. Yes, we are talking about ROI here!

Net Promoter Score 69

Net Promoter Score Tips Customer Experience Customer Journeys 69

Dapresy

FEBRUARY 2, 2018

Making an impact, being an influencer and achieving a solid ROI are goals market research and customer experience professionals strive for. The effective dissemination of Insights within an enterprise is a critical piece in the ROI puzzle. We are proud to have Dapresy as our premier sponsor of the Handbook.

Handbook 40

Handbook ROI Competitive Advantage eBook 40

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Session topics include marketing technology strategy, customer experience design, and data and analytics.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Customer Guru

AUGUST 21, 2018

Kate is the VP and Principal Analyst at Forrester and serves Application Development & Delivery Professionals. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. She is also a board member of the Customer Experience Professionals Association.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. Data is the First Step . Businesses have bucket-fulls of data, more-so than ever before. Journey Steps are Molecular Data.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Customer Bliss

DECEMBER 22, 2016

Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s needs to great effect. Corinium: How do you believe Big Data and Analytics impact customer experience? Why are we losing customers?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Wootric

DECEMBER 21, 2018

You’ve got tons of qualitative data and you’re wondering how to extract the most value out of it. Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level. We’ll be back in 2019 with more content to empower you to win customers for life.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Confirmit

JUNE 7, 2017

What remains less common is the elusive linkage to the bottom line - companies who’ve got cold, hard financial data about their program. There are very few CX Practitioners out there who are lucky enough to have a CEO who states (as one did to me) “ROI? Whether that’s through cost savings or revenue increases.

Return on Investment 40

Return on Investment ROI Financial Customer Experience Professionals 40

ClearAction

JANUARY 6, 2021

But the nature of customer experience is long-horizon, not instantaneous. Relationship strength is your aim for recurring ROI on your customer experience efforts. 11) Start expecting everyone to align to customers. 16) Start recognizing teams for prevention of customer issues.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Beyond Philosophy

OCTOBER 28, 2021

In addition to oversimplifying both the concept and the solution, the third reason Customer Experience as we know it is dying is because organizations jumped on the Customer Experience bandwagon without knowing what it means. Customer Science combines technology, customer data, and artificial intelligence (AI).

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

Beyond Philosophy

JUNE 6, 2019

You must improve the experience and be transparent with what’s happening with the data. In these cases, customers know they are being recorded and that the technology is analyzing their facial expression, a big difference from mass surveillance without permission. Those benefits should be crystal clear to your customers.

Banking 141

Banking Airlines Analysis Technology 141

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78

Alida

SEPTEMBER 22, 2016

During the product keynote, Divesh Sisodraker, president and chief product officer at Vision Critical, and Kobi Ofir, chief technology officer at Vision Critical, shared updates on new features in Sparq that will help companies engage more meaningfully with their customers. Use enterprise data to build a complete view of your customer.

Innovation 100

Innovation Marketing Social Media Healthcare 100

ClearAction

OCTOBER 4, 2015

These practices will make your CXM strategically relevant: a) Present CX data in percentages, to show how big the customer segment is that is unhappy. b) Make rough calculations about the lifetime value of that customer segment. d) Step back and look at things from a customer's viewpoint. Customer Experience Jenga.

Strategy 48

Strategy Customer Experience How To ROI 48

ShepHyken

DECEMBER 13, 2019

Establish a timeline and define your goal/s and philosophy, plan your strategy, create realistic targets and decide if you want to focus on quick-wins or long term ROI. Always ask to do a test with your own data, for instance, in real life you may not always have data that is of good integrity, how will the platform fare then?

Competitive Advantage 101

Competitive Advantage Case Study Insurance Communication 101

Maru/HUB

OCTOBER 25, 2018

Often the activity in question is something you can’t easily attribute a direct ROI to since few people would question the merits of an activity they know is profitable. Read our related posts and free downloadable materials: Read our paper that considers How Marketers can Improve the Customer Experience .

Marketing 45

Marketing Retail Travel ROI 45