ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Outside-in context should be natural for marketers, with access to market research, customer intelligence and predictive analytics. Did you know that 1.8

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. How to Calculate Social Customer Care ROI. A strategy to meet the social customer care goals and objectives.

ROI 45

ROI Social Media Airlines Customer Service 45

Hero Digital

APRIL 15, 2019

In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Reporting (data): They can answer questions about behavior and performance. Go Beyond Gut Instinct.

Data 64

Data Analysis Analytics Report 64

ClearAction

NOVEMBER 13, 2014

MO professionals’ career paths sometimes originate in Finance, IT, Sales Operations and other analytical or process-oriented roles. The MO function enables the marketing organization to shift from being viewed as a cost center and to operate more like a business, with formalized best practices, processes, infrastructure, and reporting.

Marketing 62

Marketing Study Government Analytics 62

Comm100

MARCH 27, 2023

Read more: Chatbot ROI calculator – Reduce support costs and scale your operations with AI Chatbots 5. For teams tracking resolution analytics, routing can improve First Contact Resolution (FSR). LivePerson reporting tools include sentiment analysis and dashboards for analysis of historic and real-time data.

Chatbots 164

Chatbots Multi-Channel Knowledge Base Wait Times 164

Experience Matters

APRIL 7, 2015

Powered by the industry’s most sophisticated text analytics engine, Clarabridge collects and transforms all forms of customer feedback into intelligence, allowing businesses to activate the voice of the customer across the enterprise. Successful VoC programs need strong text analytics solutions. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147