CX University

APRIL 2, 2024

Pink (2009) states that when employees have a purpose in their work, are provided with opportunities to develop mastery in what they do, and have autonomy, they will be engaged. Yet, how often do we face skepticism regarding the return on investment (ROI) of CX initiatives? A Challenge to CX Strategies?

Strategy 52

Strategy Financial Leadership Apparel 52

Strativity

MAY 30, 2018

The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Annualized, this is the most movement of such magnitude since 2009. Despite this volatility, there appears to be a simple way to consistently outperform the S&P 500 Index—invest in a portfolio of firms that are leaders in customer experience.

Customer Experience 58

Customer Experience Marketing How To Return on Investment 58

Forrester's Customer Insights

MAY 18, 2018

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. We didn’t know how well the new event […].

Banking 22

Banking Insurance Financial Return on Investment 22

Natalie Petouhof

MARCH 6, 2017

I’ve written return on investment models for the value of human capital. 1-selling Greek yogurt brand in the U.S. In addition to being integral in the Equinox acquisition of SoulCycle, Whelan led the development of both the Pure Yoga and Blink brands under the Equinox umbrella. So Who Are Some of The Speakers?

Culture 40

Culture Company Competitive Advantage Conference 40

Comm100

NOVEMBER 13, 2022

Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. The efficiencies of live chat also mean a high return on investment (ROI) for the technology. Knowing how to improve customer service starts by understanding what customers want.

Tools 189

Tools Customer Service Tips Omni-Channel 189

ClearAction

OCTOBER 1, 2018

Artificial intelligence, digitalization, emerging technologies, the sharing economy, and other trends won’t solve what’s shown in these studies: “Only 20% of companies scored 9-10 for seeing a Return on Investment, with a significant 14% of companies scoring 0-2. Aim: customers as brand evangelists.

Customer Experience 63

Customer Experience Effort Score ROI Study 63