Sat.Oct 29, 2022 - Fri.Nov 04, 2022

Remove customer-insights-metrics
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CX Design: What It Is, How It Works, and How It Creates Experience Improvement

InMoment XI

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

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CX 101: What Is a Cluster Analysis? 

InMoment XI

Cluster analysis is an essential aspect of modern artificial intelligence (AI) and data mining, and businesses often rely on clustering to segment customer populations into different marketing or user groups. Confirm the Metricality of the Data. Cluster analysis may be used in a range of business and non-business applications.

Analysis 529
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Improving Customer Experience in Banking: 7 Promising Trends

PeopleMetrics

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks?

Banking 62
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Your Top 3 ROI Questions, Answered

InMoment XI

Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. Why Is Showing the Value of Customer Experience So Difficult? Just like that, we have proved that having a CX program that creates actionable insights provides a return on investment to the organization.

ROI 493
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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. In this exclusive webinar, Diane Magers will guide you through the journey of aligning your customer and employee experience strategy with financial success.

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Are Surveys Really Customer-Centric?

Blake Morgan

Survey response rates are dropping because customers feel brands don’t care about their opinions. Instead of relying on NPS, brands should consider the most valuable metrics. Feedback is crucial, but brands must pay attention to customer data and not waste their time. If it doesn’t, what metric is right for you?

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The CFOs at a 160-year-old retailer and Gainsight talk about their approaches to modern KPIs

Gainsight

But the reality is digital transformation changes the economics of instrumentation, metrics, and measurement. Some emerging KPIs Schrage noted include employee experience, customer experience, and customer lifetime value. a tech company that offers a customer success software platform. We are a customer success company.

Retail 52
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Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Do you have the right metrics in place to assess your true impact? Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. What do these metrics have in common? They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience.

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[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. Sandi and Linda dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.