Horizon CX
MARCH 10, 2023
A permanent autonomous CX department immediately requires answering the dreaded ROI question at least annually, for which the community has yet to widely and satisfactorily answer. The company grew into a billion-dollar business and was sold to a French Company, in 2007 through further transfers and was finally acquired by Motorola in 2020.
ReviewTrackers
JULY 28, 2021
According to an IBM survey , only 43 percent of consumers trust the insurance industry. The lack of trust in insurance providers has remained above 50 percent since 2007. Have tracking systems in place so that you can measure the ROI of your efforts.
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ReviewTrackers
AUGUST 23, 2018
According to an IBM survey , only 43 percent of consumers trust the insurance industry. The lack of trust in insurance providers has remained above 50 percent since 2007. Have tracking systems in place so that you can measure the ROI of your efforts.
Comm100
NOVEMBER 13, 2022
In a 2021 report, 70% of agents surveyed reported feeling overwhelmed. One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered. . The efficiencies of live chat also mean a high return on investment (ROI) for the technology.
Storyminers
JULY 6, 2020
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
Storyminers
JULY 6, 2020
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
SurveySensum
SEPTEMBER 8, 2023
Between 2007 and 2011, Apple’s NPS soared from 58% to an impressive 72%. Take Action on Feedback: Customer feedback gathered from NPS surveys should be a catalyst for action. Use additional NPS surveys to gauge whether these improvements have positively influenced customer sentiment and loyalty.
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