CX University

NOVEMBER 21, 2023

CX University CX University launched their first online courses in 2016, the CX Foundations Series, offering six online courses covering the core concepts of the Customer Experience discipline. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

Course 52

Course Roadmap Conference ROI 52

CX University

NOVEMBER 7, 2023

CX University CX University first launched their CX Foundations Series in 2016, offering six online courses covering the core concepts of the Customer Experience discipline.

Course 52

Course Roadmap Customer Experience Professionals ROI 52

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. No wonder Forrester’s State of Customer Experience study revealed that while 90% of executives believe customer experience is essential to their company’s strategy, 86% don’t expect to see much value from it. 4) Drive ROI through value-chain thinking.

ROI 54

ROI Feedback Survey Financial 54

ShepHyken

DECEMBER 12, 2016

Is Your Digital Marketing Strategy Ready for an AI Intervention? They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? by Tara Thomas.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Talkdesk

MAY 19, 2016

Opentalk 2016 was a great success! Almost anything else is a better strategy than using the same approach for everyone.”. The ROI of Investing in Your Customers. “Be The ROI of Investing in Your Customers. Check out our Full Coverage of Opentalk 2016 post for all of our Opentalk content updates.

Customer Centricity 40

Customer Centricity ROI NPS Meeting 40

ClearAction

NOVEMBER 26, 2017

Business-to-Business Customer Experience Strategy Lynn Hunsaker. Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here’s a way to help you invest wisely. But for the purpose of creating your B2B CX strategy , this simple outline will do: We need something.

Strategy 54

Strategy Customer Experience B2B Customer Journeys 54

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. 3. Greater ROI. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Sales 71

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. How smart brands measure customer intelligence ROI. Virtually all industries saw some form of consolidation in 2016. RELATED RESOURCES. Never-ending consolidation.

Trends 0

Trends Social Media Advertising e-support 0

Confirmit

MARCH 15, 2017

Defining Your Customer Experience (CX) Strategy is a critical part of our first customer experience performance categories: Foundation. CX Foundation includes your program vision, your customer strategy, and proving the value and ROI of your efforts. Do I REALLY need a CX strategy? How do I get started?

Strategy 40

Strategy Roadmap Fashion ROI 40

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! These incredible women have storied careers, take risks, and push the industry and their companies forward with their edgy marketing strategies. On April 8, 2016, we’re celebrating all of their outstanding achievements and more.

Marketing 40

Marketing Leadership Video Course 40

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. Acknowledging the changing sentiment in the current market will make for better strategies for approaching customers. 3. Greater ROI. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Customer Success 71

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Each department within an organization develops a set of customer strategies that is independent and solely based on the objectives set forth in that department. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Look inside at CLV to determine ROI.

Leadership 70

Leadership ROI CEM How To 70

Alida

JANUARY 19, 2017

Sales in athletic apparel rose 12 percent in 2016 , according to the market research firm NPD, as more consumers wear their workout clothes outside the gym. As a result, the average selling price of activewear apparel dropped by nine percent in the first quarter of 2016. Photo: Bloomberg.

Retail 100

Retail Apparel ROI Loyalty Programs 100

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. Source: Deloitte IVR(s) are among the most powerful channels for generating the best ROI for deflecting inquiries to contact centers.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

LiveChat

OCTOBER 31, 2019

4 automation strategies to improve customer loyalty. Here are some essential automation strategies and technologies for delivering an outstanding customer experience: 1. What was remarkable in 2016 is now only average. By doing this, organizations can get the highest ROI (return on investment) from their efforts.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

Kerry Bodine

JULY 31, 2017

Rather than pitting companies with high customer satisfaction against the S&P 500, they based their analysis on the following investment strategy: “The Long/Short Portfolio reflects investment decisions guided by ACSI data used to identify companies with the highest ACSI scores (for long positions) and lowest ACSI scores (for short positions).”.

Customer Experience 180

Customer Experience Analysis Customer Satisfaction Financial 180

Alida

OCTOBER 13, 2016

At the 2016 Customer Intelligence Summit , two innovative brands shared how they’re taking advantage of this trend. Find ways to boost your partners’ ROI. To convince other companies to pay for customer intelligence you’ve gathered, you need to demonstrate tangible ROI. Vision Critical (@visioncritical) September 20, 2016.

Marketing 100

Marketing Company Feedback Advertising 100

CloudCherry

JANUARY 22, 2020

Unproven ROI. According to Forrester, “Transitioning requires a strategy and a disciplined approach.” [1]. 2016) “Are you really listening to what your customers are saying?” Struggling with siloed data. Not Acting on Insights. Lack of priorities. Informal processes. Failure to translate insights into action. Adams, Faith.

How To 243

How To Social Media Analysis Feedback 243

NICE inContact

MAY 12, 2017

Case Studies: Contact Center Strategies for Skype for Business Deployments Representatives of two companies that have deployed contact centers that integrate with Skype for Business, from HarborOne Bank and 7-Eleven, joined me to discuss their implementations.

Contact Center 120

Contact Center Connections Conference Case Study 120

Comm100

JULY 30, 2019

technology deployed without a sound strategy, clear expectations, and proper implementation and maintenance plans runs the risk of generating disappointing or even negative outcomes – AI or no AI. If you don’t have a fully baked plan yet IA is perfect to dip your toes in the waters of AI, it’s also quicker, less risky, and easier to show ROI.

Knowledge Base 100

Knowledge Base Chatbots ROI Resources 100

Alida

MARCH 23, 2017

In 2016, the company recruited 30,000 willing respondents from the back of NPS surveys in order to ask more targeted follow-up questions and get real solutions. All of which can be attributed to our customer intelligence platform and its 500 percent ROI.”. In other words, don’t stop at the NPS survey.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. The Global State of Customer Experience 2016 , a new research report from the CX Network, provides some interesting insight into what is happening across the world. over the course of the year.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

Alida

OCTOBER 28, 2016

Online communities provide the most ROI when they have people who are eager to actively participate and who represent the company’s customer base. “Be creative with your recruitment strategy” – @andicullen75 of @OSFHealthCare talking about recruiting for insight communities. vcsummit pic.twitter.com/Iq1Cug2OQL.

Healthcare 100

Healthcare Social Media Exercises ROI 100

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. Customer Experience Strategy A customer experience strategy outlines how the organization will execute on the customer experience vision. It should be aligned with your corporate strategy. Customers evolve. Needs change.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Magellan Solutions

JUNE 24, 2021

In a 2016-2017 talent shortage survey, employers found sales positions to be among the most difficult roles to fill, beating out even engineers, management, and executive roles. When you build a sales team internally, sales can be more directly involved with your overall organizational strategy. How much pipeline will we build for you?

Sales 52

Sales B2B ROI Leadership 52

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. The upper two categories are the necessary threshold for customer experience management (CXM) return on investment (ROI). Click To Tweet. *63%

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. Customer Experience Strategy. Metrics, Measurement and ROI. it deserves. Organisational Adoption and Accountability.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? Instead, look for how customer experience initiatives are connected to the overall goals and objectives of your business strategy. What will be done to act on that feedback?

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

Customer Bliss

OCTOBER 13, 2016

In fact, the sheer existence of silos is what kills most customer experience strategy. Within my five competencies of customer experience , I try to provide “action items” — I call them recipe cards — so that leaders can start proving immediate ROI. ” Look, it’s 2016. Silos don’t work.

Leadership 100

Leadership Culture Metrics ROI 100

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. Many insurance companies have begun implementing smart technology as part of their strategy, including connected security, medical and other smart devices that influence the conditions of their insurance premiums. IoT and Insurance.

Insurance 116

Insurance Telecommunications Contact Center Video 116

ProProfs Chat

JANUARY 24, 2020

So, the customer advocates come up with ‘above the measure’ strategies for attracting more customers and making them happy! As far as the stats are concerned, IDC research showed that only 10% of B2B companies had customer advocacy programs in place in 2016. This brings us to the question, who is responsible for customer advocacy?

Marketing 103

Marketing Social Media Policies ROI 103

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Eptica

AUGUST 2, 2017

First, the good news – CX does deliver ROI. Huang presented data from a recent Gartner study that suggests 58% of CX projects in 2016 saw a measurable ROI. On top of this while 27% of projects hadn’t delivered ROI in that year, they were expected to in the future. Addressing the last point.

Technology 48

Technology ROI How To Measurement 48

CX University

OCTOBER 30, 2017

Scott McCallister, new to CXU as VP of Consulting, will spearhead the mission to provide guidance to CX practitioners and organizations who need solid quantitative data connecting CX strategies to the financial bottom line. He will be featured in a November 15th webinar, Show me the numbers!

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Video Content. Long-Form Content.

Trends 111

Trends Marketing Social Media Advertising 111