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.
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? Work: Work is meaningful and provides recognition and growth.
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NICE inContact
JULY 13, 2016
inContact was recognized for this award for “offering superior products and services that deliver a clear, demonstrable ROI.” Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009.
C Space
MAY 4, 2020
Chief Executive Alan Jope said that it has halted any new major ad productions that were in the works, reviewing ad spending to take advantage of cheaper ad rates and “dialing up areas with strong ROI.”. The Maybelline maker said trends from China, its largest business, looked positive for a rebound in beauty sales elsewhere.
Comm100
NOVEMBER 13, 2022
One of the top customer service trends in recent years has seen customer support expand to new digital channels. Expect to see this trend continue, as there remains much room for growth in this area. Another of the growing customer service technology trends has seen a rise in chatbots and automation. Adopt live chat .
ClearAction
OCTOBER 1, 2018
That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. Likely, the promise of CXM ROI has been alluring to executives who have asked for quick wins and near-term gains.
Experience Matters
DECEMBER 31, 2014
14 Customer Experience Trends for 2014 (The Year of Empathy). Don’t Confuse Customer Service With Customer Experience (2009). LEGO’s Building Block For Good Experiences (2009). Report: ROI of Customer Experience, 2014. As I’ve noted in parenthesis, some of these posts were written in previous years.
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