West Monroe

OCTOBER 19, 2023

But by 2030, they expect digital operations to deliver tangible benefits in the form of speed and flexibility, customer satisfaction, and financial returns. To support their digital aspirations, manufacturers expect to increase technology investment relative to current levels. Expectations for return on investments are high.

ROI 52

ROI Technology Strategy Return on Investment 52

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. They are not the first senior leadership team of a company to ask a question along these lines – they are very unlikely to be the last.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

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

Horizon CX

JUNE 10, 2022

Ideally, this concept should originate at the senior leadership level. 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.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

ShepHyken

MARCH 9, 2022

Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. . One way to get the financial decision-maker to say yes to investing in the software is to create a press release. Maybe some stats and facts followed by a predicted ROI (return on investment).

Return on Investment 121

Return on Investment Software ROI Customer Service Training 121

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. So… are you ready?!!!

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. How do you sell CX to leadership? There isn’t much taste for a second shot at it if a leadership team of your organization (or your client’s organization) has already been burned once.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Customer Bliss

MAY 26, 2016

I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. Chief Executives and Chief Financial Officers, the two leaders most needed to commit to this shift, are coming on board, as the math on the profitability cannot be refuted. Now the message has finally caught on.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

West Monroe

JUNE 1, 2023

Where new CPO priorities are shifting In today’s resource-constrained moment, CPOs will need to have greater financial fluency, meet key data-driven metrics, and collaborate with other C-suite leaders to drive strategic growth. CPOs are well-positioned to be more strategic players in this evolving landscape.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

CloudCherry

JANUARY 21, 2020

To embark on a VoC initiative, CX professionals need executives to sponsor and champion VoC initiatives, and also need to secure resources and financial support. Notably, Aberdeen’s research found that best-in-class VoC leaders achieved measurable financial and operational benefits. Financial Benefits.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Gainsight

JUNE 27, 2023

Proving the ROI of CS Is More Critical Than Ever In the current economic landscape, demonstrating the return on investment (ROI) of Customer Success has become more crucial than ever. Leading with compassion and focusing on the human aspect of leadership resonated strongly throughout the event.

ROI 52

ROI Return on Investment Touchpoint Leadership 52

GetFeedback

MAY 9, 2019

Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. CX leadership coalition: The VoC program and customer map fuel a company’s customer experience program, while the employees are the engine — they take this data and act on it.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Totango

JUNE 28, 2022

Maximize Your Return on Investments. During an economic downturn, your greatest investment should be in your current customer base. With this SuccessBLOC, you are able to easily identify customers who may be at risk due to issues like low product adoption, poor financial standing or leadership changes.

Return on Investment 73

Return on Investment Competitive Advantage ROI Effort Score 73

Customer Bliss

AUGUST 23, 2016

He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. He led numerous client engagement teams around the globe including financial services, insurance, healthcare, pharmaceutical, and automotive companies in Europe, the Middle East, Asia, and the United States. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Alida

MAY 10, 2016

I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. Chief Executives and Chief Financial Officers, the two leaders most needed to commit to this shift, are coming on board, as the math on the profitability cannot be refuted. Now the message has finally caught on.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

West Monroe

JANUARY 24, 2023

Faced with tumbling stock prices, constricted debt markets, and tighter revenue streams, public software companies are struggling to right their lopsided balance sheets—and for the first time in a decade are looking beyond growth for growth’s sake and instead toward long-term financial stability.

Company 52

Company Software Strategy Leadership 52

CSM Practice

FEBRUARY 24, 2020

Customer Financial Metrics. It measures the financial position of your business if no new customers are acquired. This is another financial metric that can be used to demonstrate the ROI (Return of Investment) of the customer success team. Customer Health Metrics. Customer Usage Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Second to None

MARCH 29, 2019

In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. Determining What to Measure on the Return . Next you must select the corresponding financial metric that will be measured alongside your CX investment. Will it increase sales?

ROI 86

ROI Measurement Effort Score How To 86

Qualtrics

OCTOBER 30, 2020

Here’s how to speak the language of your leadership team to get buy-in for your DEI program. But how do you sway a leadership team to invest in DEI initiatives, especially in times of financial uncertainty? Here are some of the benefits of a diverse, equitable, and inclusive workforce: Bolsters financial performance.

Strategy 39

Strategy Competitive Advantage How To Tips 39

West Monroe

SEPTEMBER 14, 2023

Artificial intelligence is revolutionizing supplier risk management by leveraging predictive analytics to foresee potential supply chain disruptions, considering a myriad of data points including geopolitical events, weather patterns, and suppliers' financial health.

Management 52

Management Effort Score Competitive Advantage Government 52

West Monroe

SEPTEMBER 14, 2023

Artificial intelligence is revolutionizing supplier risk management by leveraging predictive analytics to foresee potential supply chain disruptions, considering a myriad of data points including geopolitical events, weather patterns, and suppliers' financial health.

Management 52

Management Effort Score Competitive Advantage Government 52

BlueOcean

MARCH 30, 2018

Let’s make sure our stakeholders and our senior leadership have a strong connection with this partner. Blue Ocean: Return on investment is crucial, but its measurement isn’t always tangible. In addition, he has driven value as an outsourcing partner for public service, financial services and oil and gas industries.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

West Monroe

JANUARY 25, 2023

Faced with tumbling stock prices, constricted debt markets, and tighter revenue streams, public software companies are struggling to right their lopsided balance sheets—and for the first time in a decade are looking beyond growth for growth’s sake and instead toward long-term financial stability.

Company 40

Company Software Strategy Leadership 40

West Monroe

SEPTEMBER 14, 2023

Artificial intelligence is revolutionizing supplier risk management by leveraging predictive analytics to foresee potential supply chain disruptions, considering a myriad of data points including geopolitical events, weather patterns, and suppliers' financial health.

Management 40

Management Effort Score Competitive Advantage Government 40

ChurnZero

MARCH 31, 2020

Elevate a communication by sending it from a member of your executive leadership team with a personal message or offer. To help stay connected while working remotely, Ashley shared that their leadership team has been scheduling one-on-one meetings with at least three people they wouldn’t normally interact with each week.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

BlueOcean

APRIL 18, 2017

Let’s make sure our stakeholders and our senior leadership have a strong connection with this partner. Blue Ocean: Return on investment is crucial, but its measurement isn’t always tangible. In addition, he has driven value as an outsourcing partner for public service, financial services and oil and gas industries.

Contact Center 180

Contact Center Customer Journeys Hospitality Culture 180

Gainsight

APRIL 18, 2022

For years now, Gainsight has been leading the campaign regarding the value of customer success and its return on investment. . Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results. Begin with a Charter.

Self Service 52

Self Service Customer Success Metrics Return on Investment 52

Aveus

AUGUST 12, 2014

Your ability to translate these steps into a set of consistent, specific actions that solve your customers’ most essential needs is directly linked to your financial performance. Return on the sales/selling expenses you invest to earn consideration from your target customers. Evolve to another need over time. Brand reputation.

Measurement 100

Measurement Customer Experience Metrics Return on Investment 100

West Monroe

JUNE 26, 2023

Overall, investments and capitalizing on digital advantages in my opinion will be the driver of growth and return on investments in the future. They're expanding into organizations in the banking and financial services sector, the consulting space, health care, retail, and even defense.

Trends 52

Trends B2C Innovation Return on Investment 52

Steve DiGioia

DECEMBER 5, 2016

Also, as the company grows, it is important for leadership to be aware if any part of the company (departments within the company, people within the company, etc.) Return on investment is their primary goal. You need to connect the dots all the way through to financial results. Training is also essential. Mark Sanborn.

Industry 100

Industry Culture Metrics Customer Centricity 100

Avaya

AUGUST 24, 2016

With an unwavering commitment to excellence, Common’s leadership team is always looking for new ways to deliver exceptional service to our clients. Adherence to PCI security and compliance standards, ensuring Common maintains call quality compliance with the five major financial regulations in Canada and two in the U.S.–supporting

Tools 40

Tools Call Recording Contact Center e-support 40

Natalie Petouhof

MARCH 6, 2017

I’ve written return on investment models for the value of human capital. of LearnVest.com, and The New York Times best-selling author of “Financially Fearless.” LearnVest matches clients with financial planners and their powerful planning technology to create simple, affordable financial plans.

Culture 40

Culture Company Competitive Advantage Conference 40

ChurnZero

FEBRUARY 1, 2019

Chris’ experience also includes leadership roles at Mercury Interactive, Gemstar-TV Guide, and Allibra Incorporated, where he played a transformation role building Cloud strategy and preparing the company for the leap to SaaS. A role in which she oversaw implementation at several banks and mortgage lenders. from Northeastern University.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Qualtrics

NOVEMBER 20, 2020

The bank has boiled down its employee experience to 99 attributes, spanning everything from work-life balance to views on leadership. With this information, it’s easier to predict return on investment and make the business case for extra investment in customer experience,” says the bank’s head of colleague experience.

Employee Experience 26

Employee Experience Banking Connections Customer Experience 26

InMoment XI

NOVEMBER 15, 2023

By leveraging customer experience analytics, not only can businesses stay ahead of the competition but also uncover valuable trends and patterns that can significantly impact their growth and market leadership. Monitor and Measure the Impact : Continuously monitor the impact of changes and adjust strategies accordingly.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. FULL TRANSCRIPT OF VIDEO DISCUSSION. Ian : Exactly, I think that’s perfectly right. Christopher: Phew!

Leadership 52

Leadership Consulting Financial Video 52

customer sure

MARCH 18, 2024

You need to design the process for a return on investment from the outset. The success of this kind of project can depend on your organisational culture: If your senior leadership do not instinctively understand the benefits of investing in customer experience, a technology solution may not be able to turn this around.

Touchpoint 62

Touchpoint How To Return on Investment Competitive Advantage 62