CX University

APRIL 2, 2024

Delivering the employee value proposition hinges on how effectively an organization communicates and acts. 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. A Challenge to CX Strategies?

Strategy 52

Strategy Financial Leadership Apparel 52

Natalie Petouhof

JANUARY 29, 2016

Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. And note, ROI of online communities is NOT limited to customer service.

ROI 40

ROI B2C Case Study B2B 40

ClearAction

JULY 20, 2023

Especially in hard times like the 2009 global financial crisis and the 2020 global pandemic, demand for tech skyrocketed. When executives ask for proof of ROI, there is a risk of losing funding — or losing a lot more than that. Cater communication and features according to these.

Technology 62

Technology Customer Success Consulting ROI 62

Inbenta

FEBRUARY 1, 2024

The ROI from deploying Digital Demos is clear: a 20% reduction in support call volume, a 300+% increase in digital product or feature launch effectiveness, and a 30-40% improvement in conversion rates of digital sales. Inbenta’s Horizn Digital Demos give customers step-by-step interactive guides they can follow any time they have an issue.

Interaction 52

Interaction Banking ROI Policies 52

ClearAction

OCTOBER 25, 2022

Account: how managers are accountable for application of CX insights reveals your CXM ROI. Customer-Focused Communication : improve customer-focus with external customers and internal customers. Apply: how managers apply CX insights indicates your Align CXM and Embed CXM maturity levels. Your assessment scores can range from 0 to 200.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ClearAction

NOVEMBER 13, 2014

By 2009, other marketing studies began to incorporate questions about MO. The 2009 Lenskold Group/MarketSphere Marketing ROI and Measurement Study found that companies with MO in place were twice (11% vs 5%) as likely to report having highly effective and efficient marketing. Some CMO s treat the MO leader as a Chief of Staff.

Marketing 62

Marketing Study Government Analytics 62

C Space

MAY 4, 2020

At the same time, our teams are preparing for the next phase of recovery, where we will all have a role to play,” said Uber’s head of safety communications Andrew Hasbun. Japan-based Nissan said last week it expects to post its first annual loss since 2009, the last financial crisis. L’Oréal ’s first-quarter sales dropped 4.8%

Brands 52

Brands Airlines Advertising e-support 52