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

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. Engaging your customers on a personal level is the key to long-term loyalty. Currently in beta, it’s set to be a real highlight of MWC Barcelona 2019. In a nutshell.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Maru Group

FEBRUARY 14, 2023

A 2019 LinkedIn workforce learning program reveals 94% of employees say they would stay at a company longer if it invested in their learning and development. To demonstrate, Maru undertook surveys amongst 600 UK employees who had engaged in learning the month before this survey.

ROI 78

ROI How To Training Survey 78

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. By fully understanding the metrics that matter most to a customer , you’ll be best positioned to demonstrate the value and ROI of your solution. . .

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. But the truth is, Khoros Engage truly is “a family reunion.” Brands win by leading in digital customer engagement. Proving the ROI of customer engagement is possible.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. But the truth is, Khoros Engage truly is “a family reunion.” Brands win by leading in digital customer engagement. Proving the ROI of customer engagement is possible.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Beyond Philosophy

FEBRUARY 11, 2019

If you can’t produce ROI that justifies your employment, you are not doing your job. Obviously, I can’t, so instead, I say it to the 2019-you: you have an excellent idea, and it is worth it to yourself to try. FIVE WAYS TO KEEP YOUR CX PROGRAM ALIVE AND WELL IN 2019. It needs finesse. Know what drives value for your customers.

ROI 83

ROI Financial Consulting Social Media 83

NICE inContact

OCTOBER 24, 2018

Once again in 2019, we’ll be shining the spotlight on outstanding performance with awards in five categories: Best Cloud Implementation. Best Employee Engagement. Then download the form to make your awards submission(s) now through January 15, 2019. Best Customer Experience. Best Business Impact. Rookie of the Year.

Conference 120

Conference ROI Employee Engagement Interaction 120

NetBase

AUGUST 1, 2019

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. In the report, we offer detailed intel around the ways EMEA marketers view the analytics options available to them, sharing how and why they use this data for a variety of tactics, including: Targeted audience engagement. And which provide the best ROI?

Social Media 53

Social Media Report Survey Marketing 53

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Think Customers

OCTOBER 4, 2019

According to the report, usage of virtual assistants increased from 2017 to 2019 in a number of areas, including purchases (from 35 percent to 53 percent), customer service (from 37 percent to 52 percent), and making payments (from 28 percent to 48 percent). Consumer adoption has led to ROI, according to the research.

ROI 53

ROI Automotive Study Insurance 53

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

North Highland

MAY 15, 2019

The impossible is possible in this city, so it seems fitting that members of the global change community found their way to Universal Studios Florida with the theme of “Change is Universal” for the ACMP 2019 conference. Employees needed to have a clear sense of purpose to stay engaged through the transitions. Hope to see you there!

Conference 65

Conference Connections ROI Groups 65

NetBase

DECEMBER 3, 2019

The 2019 Consumer Experience Analytics Report: EMEA has answers! Keeping pace in a few, very fixable, ways would make a huge difference to their long-term ROI. The post Unlock CX Stories: 2019 EMEA Report appeared first on NetBase. Why, then, are brands failing to make the most of this insight? Who did we survey exactly?

Report 52

Report Analytics Entertainment Survey 52

Oracle

AUGUST 6, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Traditional ways of engaging with customers are becoming obsolete. You can also view the full CX session catalog here.

Marketing 47

Marketing B2C Roadmap ROI 47

Lithium

OCTOBER 9, 2019

To assist B2C marketers in this, Forrester has completed The Forrester Wave TM : Social Suites, Q4 2019, in which Khoros was named a Strong Performer and performed better than or as well as the competition on 90% of the criteria evaluated. What is The Forrester Wave TM : Social Suites, Q4 2019? in SEO value.

Social Media 40

Social Media B2C ROI Report 40

Lithium

OCTOBER 9, 2019

To assist B2C marketers in this, Forrester has completed The Forrester Wave TM : Social Suites, Q4 2019, in which Khoros was named a Strong Performer and performed better than or as well as the competition on 90% of the criteria evaluated. What is The Forrester Wave TM : Social Suites, Q4 2019? in SEO value.

Social Media 40

Social Media B2C ROI Report 40

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Yes, influence can – and does – offer jaw-dropping ROI for brands when done correctly. After you’re done reading the 2019 Influencer Marketing eBook , pop over and listen to our webinar on Engaging with Social Media Influencers to Tell Your Brand’s Story to round our your strategy.

eBook 55

eBook Marketing Comparison Analysis 55

Oracle

JULY 22, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. AI is changing the way customers are engaged in marketing. You can also view the full CX session catalog here.

B2C 40

B2C ROI B2B CRM 40

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? Yes, influence can – and does – offer jaw-dropping ROI for brands when done correctly. After you’re done reading the 2019 Influencer Marketing eBook , pop over and listen to our webinar on Engaging with Social Media Influencers to Tell Your Brand’s Story to round our your strategy.

Marketing 40

Marketing eBook Comparison Analysis 40

Totango

MARCH 21, 2019

The importance of unlocking that customer knowledge has necessarily brought the role of the customer success team into a closer relationship with revenue and ROI bottom lines. The faster you can accomplish this goal, the sooner you can begin demonstrating ROI to a customer. The Top Customer Success Team Goals.

Customer Success 85

Customer Success ROI Lifetime Customer Customer Journeys 85

TechSee

JUNE 10, 2021

As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Even before the pandemic created a remote-first world, 72% of consumers said they wanted to solve their problems or issues on their own without having to engage with a human customer service agent.

Self Service 207

Self Service Innovation Analytics Transportation 207

ClearAction

JUNE 29, 2023

80% of CX practitioners are weak or very weak in 6 CX ROI competencies: among everyone leading experience of customers, partners, and employee, are you ensuring expert competence? Compounding this gap is the fact that a LOT has changed since 2019 — EXCEPT for practices in experience management. This is e-consulting.

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

SurveySparrow

JULY 17, 2019

Here we have listed the top 10 customer experience management software in 2019 to help you be a customer experience rockstar. With the conversational interface, SurveySparrow enables you to create and share engaging, chat-like surveys. Sharing that to the marketing and sales departments you can increase ROI.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

ChurnZero

FEBRUARY 8, 2019

ChurnZero Resource – ROI Calculator. Everything You Need to Know About SaaS Customer Satisfaction – Focus should be onboarding (activation) experience, customer adoption, and engagement (retention), as those are the key elements of customer satisfaction.

Customer Success 45

Customer Success Net Promoter Score Effort Score NPS 45

CloudCherry

JANUARY 22, 2020

Unproven ROI. Every relevant party will need to be engaged with this process if your company is to acquire a solution that suits its needs. 2019) “How to Transition Your Voice-Of-The-Customer Vendor. 2019) “Customer Surveys Are No Substitute for Actually Talking to Customers.” Struggling with siloed data. Works Cited.

How To 243

How To Social Media Analysis Feedback 243

CX Journey

JANUARY 2, 2019

And, most importantly, what does it mean for 2019? How Do We Ensure Employees are Happy and Engaged? How do we show ROI? How do we show ROI? Let's fix these in 2019! Image courtesy of Pixabay What was on the minds of CX professionals in 2018? posts, the most-read CX Journey™ posts, that I wrote last year.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Strativity

MAY 10, 2023

In September 2022, Material acquired Srijan , a renowned global digital engineering firm, gaining Srijan’s long-standing relationship with Acquia as a preferred partner since 2019. To learn more about the partnership between Material and Acquia, please visit [link].

Technology 52

Technology Marketing ROI Customer Centricity 52

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Identify and focus on customer behavior movement as a result of priority experiences to establish connection and ROI to customer-driven growth. Engage leaders personally in the build-out of the competencies.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Hero Digital

DECEMBER 27, 2018

If integrating omni-channel customer experiences is part of your 2019 plan, you can prepare for success by addressing these 4 internal factors first: 1. Learn how to get started by downloading our step-by-step guide to creating engaging omni-channel customer experiences. Departmental Silos. Get Started.

Omni-Channel 40

Omni-Channel e-support Return on Investment Touchpoint 40

NetBase

JULY 3, 2020

In 2019, 47+ million Americans traveled over 50 miles to celebrate with family and friends. In 2019, over $1 billion was spent on fireworks. And a whopping $1B+ was spent on fireworks in 2019! This would be a great opportunity for your brand to geofence some advertising campaigns to get the most engagement for your money.

Brands 95

Brands Marketing Travel Advertising 95

AWS Machine Learning

APRIL 6, 2023

In this post, we demonstrate how NXP, an industry leader in the semiconductor sector, collaborated with the AWS Machine Learning Solutions Lab (MLSL) to use ML techniques to optimize the allocation of the NXP research and development (R&D) budget to maximize their long-term return on investment (ROI).

Sales 77

Sales Training Metrics ROI 77

Comm100

OCTOBER 10, 2022

The chatbot proved to be a great success for Tangerine, and in December 2019, 84% of chats routed to the chatbot were resolved without agent intervention. A whopping 83% of customers surveyed said that they expect to engage with someone immediately when contacting a company. On some days this number rose as high as 91%.

Chatbots 202

Chatbots Self Service Examples Industry 202

Solvvy

JUNE 22, 2022

When considering the benefits of chatbot AI for customer service teams, it’s also important to consider the return on investment (ROI). trillion in 2019 to $4.2 One element of building customer loyalty is giving people the ability to engage on the channels that they choose. E-commerce has skyrocketed this decade.

Self Service 119

Self Service e-support Chatbots Knowledge Base 119

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. Indexes are useful in quantifying XM ROI when you use them for correlation analysis. XM annuities generate massive ROI. This is the key to quantifying XM ROI! 5 Best Experience Management Metrics Lynn Hunsaker.

Metrics 62

Metrics Management Effort Score ROI 62

GetFeedback

AUGUST 14, 2019

In the latest measurement, in Q1 2019, the ACSI was 76.5 Engage employees. Your ongoing customer experience transformation work will not be successful if you have not properly engaged employees in it. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. out of 100. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389