CloudCherry

OCTOBER 25, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI. Watch the full Panel Discussion. ?.

CEM 170

CEM ROI Metrics Call Center 170

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report: Highlights specific examples of Read More.

Report 145

Report B2C B2B Groups 145

CloudCherry

DECEMBER 1, 2018

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI. Watch the full Panel Discussion. ?.

CEM 150

CEM ROI Metrics Call Center 150

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) How do we show ROI?

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

Report 185

Report Study Industry Interaction 185

Experience Matters

SEPTEMBER 10, 2018

The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More.

NPS 149

NPS B2B Net Promoter Score Loyalty 149

Alliance by IFS

OCTOBER 17, 2018

In 2018, 42% of field service organizations have already incorporated Internet of Things (IoT) into their business, and 31% are planning to incorporate it in the next two years. The post The ROI of IoT Investments in Field Service appeared first on Astea. Next-generation challenges & business applications for IoT. Download Report.

ROI 94

ROI Analytics Report Survey 94

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 54

ROI Study Financial Loyalty 54

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 48

ROI Effort Score Study Financial 48

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. An Intense Focus on Outcomes and ROI.

Trends 74

Trends Customer Success Effort Score ROI 74

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

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. Claim the full promise of customer experience ROI by balancing customer acquisition and retention. 1 2018 NPS® & CX Benchmarks Report , CustomerGauge. trillion).

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Optimove

JUNE 16, 2022

According to “The State of Fashion Technology,” a new report by McKinsey and Business of Fashion, since 2018, the global average CPM on Facebook has increased by almost 17% per year. And as mobile commerce is growing at a rapid pace, the ROI issue is only getting more and more noticeable.

ROI 52

ROI Strategy Marketing Fashion 52

Maru Group

NOVEMBER 2, 2018

In the wake of the Autumn statement, consumer’s confidence in their personal finances remains low as just 1 in 4 (26%) feel that their own economic situation has improved in 2018. 2018 has been a difficult year for consumer businesses – especially in the retail market where store closures and restructures have almost become the norm.

Customer Experience 149

Customer Experience ROI Travel Fashion 149

Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. This can be linked to business metrics to give a true ROI figure. Share this page on: Tweet. You might also be interested in these posts: Why your approach to knowledge is key to the customer experience.

ROI 65

ROI Net Promoter Score Return on Investment Effort Score 65

Thematic

AUGUST 15, 2018

We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. The post Thematic is sponsoring the Digital Customer Experience Strategies Summit 2018 appeared first on Thematic. Register here.

Strategy 59

Strategy Customer Experience ROI B2B 59

Oracle

JANUARY 16, 2018

On the horizon for 2018 is an increase in customer advisory boards, new job titles, and the next frontier of customer experience-related innovation management. Read on for four customer experience trends and 2018 predictions that will affect your customer experience strategy, and the technology behind them.

Trends 52

Trends Customer Experience Net Promoter Score Innovation 52

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“Among all customers, 73% point to experience as an important factor in their purchasing decisions, behind price and product quality.” ( PWC, Consumer Intelligence Series, Experience is everything: Here’s how to get it right, 2018 ) So your first step is to understand WHY most people in your organization are actively trained NOT to think this way.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

ShepHyken

DECEMBER 24, 2018

CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success. 50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. Follow on Twitter: @Hyken.

e-support 88

e-support Customer Service Loyalty Data 88

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! Want to know how to get the ROI out of Dreamforce? And there’s so much to do and see! To get the most out of the week I’ve put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! Have colleagues not attending DF?

Contact Center 75

Contact Center ROI Customer Service Meeting 75

Talkdesk

FEBRUARY 6, 2018

We are excited to announce that we are accepting speaker submissions for Opentalk 2018 ! Highlight the ROI and benefits your company has seen since implementing Talkdesk. Deadline for submissions is April 30, 2018. The post Apply Today to Speak at Opentalk 2018 appeared first on Talkdesk.

Contact Center 40

Contact Center Omni-Channel ROI Sales 40

Alida

SEPTEMBER 21, 2018

People from VMware, Twitch, Jam City, Red Bull and Cleveland Clinic have been able to drive ROI by delivering insight that improved marketing campaigns, product development and the customer experience. Be an expert in ethical customer data management.

Innovation 145

Innovation Feedback Customers Engagement 145

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Online voting closes on August 31, 2018 at 5:00 pm PT, so give a shout-out to your colleagues and business partners to vote before then.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Online voting closes on August 31, 2018 at 5:00 pm PT, so give a shout-out to your colleagues and business partners to vote before then.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

ROI, sales revenue). NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Online voting closes on August 31, 2018 at 5:00 pm PT, so give a shout-out to your colleagues and business partners to vote before then.

B2C 40

B2C Social Media B2B Brands 40

Oracle

NOVEMBER 16, 2020

The finalists for the “ Upshot Award for Best Demonstrated ROI in Sales ” represent multiple industries with different routes to success — but there’s one thing they all have in common: They put Oracle CX applications front-and-center to achieve the kind of ROI that would make them stand-out in their respective industries.

ROI 40

ROI Sales Ecommerce Comparison 40

Oracle

SEPTEMBER 19, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. The post 5 Must-See Sales Sessions at Oracle OpenWorld 2018 appeared first on SmarterCX. Visit the registration page.

Sales 49

Sales Roadmap Loyalty Chatbots 49

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. ROI, sales revenue). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Comcast, Tealium, Upwork.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. ROI, sales revenue). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Comcast, Tealium, Upwork.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. ROI, sales revenue). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Comcast, Tealium, Upwork.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. ROI, sales revenue). All 2018 Lithy nominees will receive VIP treatment for the night…we will honor those nominees throughout the night and on stage. See you soon at the CX Live 2018! Comcast, Tealium, Upwork.

Social Media 40

Social Media B2C B2B Metrics 40

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. At Wootric, we aim to give you the best tools and content to make CX management about insight, action, and ROI. Here at Wootric we pride ourselves on providing information about trends and best practices that can help our CX champions shine.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Oracle

APRIL 10, 2018

On Monday, I started my journey from New York City to Chicago for Oracle Modern Customer Experience 2018. Small acts like this have huge ROI, requiring little effort/cost on the company’s behalf and going a long way in customers’ minds. Stay tuned for more insights from the SmarterCX team at Modern Customer Experience 2018!

Airlines 40

Airlines Hotels Customer Experience Travel 40

NICE inContact

OCTOBER 24, 2018

If you haven’t already, you can register now through November 30, 2018 at the amazing Super Save rate of just $1,095, which includes all training sessions. It spells out all the benefits, including ROI, and why Interactions 2019 is a can’t-miss event!

Conference 120

Conference ROI Employee Engagement Interaction 120

Comm100

MARCH 19, 2018

If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look. In this webinar, we’ll help you learn what needs to change, giving you practical ideas for safeguarding and improving your customer satisfaction while being mindful of cost reduction and ROI.

How To 100

How To Competitive Advantage Exceptional Customer Service Customer Satisfaction 100

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018. This is one of my biggest hopes for 2018.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Optimove

SEPTEMBER 30, 2022

We revisited the stats from the last World Cup in 2018. 2018 FIFA World Cup vs. UEFA Euro 2021 . From the 2018 FIFA World Cup to the UEFA Euro 2021, there has been an increase of 17% in the average bet amount on the final games and a 34% increase on all the other tournament games (groups and knockout stages.).

ROI 52

ROI Trends Groups Examples 52