Calabrio

AUGUST 7, 2019

That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas. When ICCU—the number-one performing credit union in the U.S.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

ShepHyken

AUGUST 19, 2019

Only 8% of stores use live chat correctly, new report says by Kimberly Collins. ClickZ) Customer service provider Simplr has released a new report on the most common customer service pitfalls among eCommerce brands. With excessive turnover in contact centers impacting metrics, keeping great agents is good ROI.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

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]. Results for transaction-based models: The transaction-model data focused on the annual revenue increase per customer in relation to the CX score that the individual reported.

ROI 54

ROI Study Financial Loyalty 54

Interactions

JUNE 13, 2019

However, with the right technology, ROI and cost efficiencies can be just as transformational as an IVAs impact on customer care. The companies that use IVAs report 2.2 The post Driving ROI with Intelligent Virtual Assistants appeared first on Interactions. Agent productivity also saw a huge increase at 63%.

ROI 63

ROI Contact Center Chatbots Survey 63

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. Pre- and post-learning surveys Provide self or assisted service survey tools, analysis, and reporting through our fully flexible proprietary software, Maru/HUB.

ROI 78

ROI How To Training Survey 78

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]. Results for transaction-based models: The transaction-model data focused on the annual revenue increase per customer in relation to the CX score that the individual reported.

ROI 48

ROI Effort Score Study Financial 48

Thematic

NOVEMBER 28, 2019

This report describes the survey itself, its respondents and provides a deep-dive into the answers. Over the course of Fall 2019, we surveyed 150 CX professionals. Do your stakeholders ever dismiss customer feedback insights or reports as anecdotal? But practitioners reporting above average levels of executive buy-in were: 2.5X

Report 100

Report Survey ROI Net Promoter Score 100

Alida

SEPTEMBER 30, 2016

Online communities have measurable, proven ROI. billion by 2019 , according to advisory firm IDC. Sixty-one percent of research companies now use online communities , according to the Q1-Q2 2016 Greenbook Industry Trends (GRIT) report. TWEET THIS STAT ). TWEET THIS STAT ). TWEET THIS STAT ). The use of communities is growing.

ROI 100

ROI e-support Sports Study 100

Beyond Philosophy

JANUARY 28, 2019

Focus on the ROI of CX improvement. A renewed focus on the ROI of your efforts is vital to the longevity of your CX program. However, ROI isn’t always about more sales; there are other ways to measure your success in ROI. However, ROI isn’t always about more sales; there are other ways to measure your success in ROI.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

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

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

CX Accelerator

MARCH 14, 2019

Consider now that Forrester's CX Predictions for 2019 report states that up to 89% of CX practitioners do not believe the ROI of CX is well established in their companies. The bottom line is that Customer Experience Management as a practice is struggling to demonstrate ROI. Look again now at the 16 personalities.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

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

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

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. To read the full report, download your copy here. How you can use the report.

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. To read the full report, download your copy here. How you can use the report.

Social Media 40

Social Media B2C ROI Report 40

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? In the report , we share lots of stats and facts around the extensive power of influencers, including: Why you need multiple influencers for your brand. Yes, influence can – and does – offer jaw-dropping ROI for brands when done correctly. It depends on who you ask.

eBook 55

eBook Marketing Comparison Analysis 55

Thematic

NOVEMBER 28, 2019

This report describes the survey itself, its respondents and provides a deep-dive into the answers. Over the course of Fall 2019, we surveyed 150 CX professionals. Do your stakeholders ever dismiss customer feedback insights or reports as anecdotal? But practitioners reporting above average levels of executive buy-in were: 2.5X

Report 62

Report Survey ROI Net Promoter Score 62

Heart of the Customer

MARCH 22, 2022

After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains. This despite organizations focusing on and investing more in CX than ever before.

Feedback 143

Feedback Brands Customer Satisfaction Survey 143

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

Wootric CX Blog

JANUARY 9, 2019

We’re delighted to share that Wootric has once again been recognized as a “High Performer” in the G2 Crowd Grid Report for Enterprise Feedback Management. Learn exactly how each of the 19 companies included in the report received their score, their highest and lowest-rated features, satisfaction ratings, and more.

Feedback 40

Feedback Management Comparison ROI 40

Chadwick Martin Bailey

MARCH 12, 2019

If you’ve just returned from The Quirk’s Event Brooklyn, summarizing the most inspiring content can help prove the ROI for attending. family, “9 to 5” job), how will your brand fare in 2019 and beyond? If you missed the show altogether, we’ve also got you covered. From event-focused metrics (e.g., to sub-events (e.g.,

ROI 56

ROI Consumers Financial Analytics 56

Lithium

DECEMBER 28, 2020

To learn the most common divides between brands and customers, read our recent report created in partnership with the Forrester Consulting Group. Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers. Yes, numbers.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

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

CloudCherry

JANUARY 22, 2020

” Additionally, the report notes that “firms that do not invest the time and due diligence that is necessary to select a vendor should not blame the vendor when the program fails.” [1]. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.

How To 243

How To Social Media Analysis Feedback 243

NetBase

JANUARY 1, 2019

It’s 2019 and time for another fast-paced year where brands are made and broken at the speed of social. Though periodic reports are useful for spotting patterns and tracking overall trajectory, live insights are critical to brand survival. Report to the C-Suite on Brand Status. Thank goodness for real-time dashboards.

Social Media 62

Social Media Tips Banking Sports 62

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? In the report , we share lots of stats and facts around the extensive power of influencers, including: Why you need multiple influencers for your brand. Yes, influence can – and does – offer jaw-dropping ROI for brands when done correctly. It depends on who you ask.

Marketing 40

Marketing eBook Comparison Analysis 40

TechSee

JUNE 10, 2021

As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. In addition, Gartner reports that field service teams have created new triage and digital service support roles for senior field technicians who no longer want to work in the field.

Self Service 207

Self Service Innovation Analytics Transportation 207

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 interactive analysis and features that support text analytics and push reporting, the software offers a seamless experience. Share online reports or annotate trend lines to the whole organization.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

Comm100

JANUARY 11, 2023

Following constructive coaching and suggestions provided in real-time by AI, employees reported the suggestions were helpful for quality assurance. A report by Forrester also showed high interest among workers and managers for the ability of AI tools to improve knowledge work. Lower service costs and substantial ROI.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. ” And yet, this report found that while 14% of brand scores rose, 5% of scores declined and an incredible 81% stagnated. Manage priority experience processes proactively to earn customer growth.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. More Types of Customer Experience ROI. That sounds like a tremendous ROI to me. And Much How Should You Invest?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

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

CX Journey

JANUARY 2, 2019

And, most importantly, what does it mean for 2019? How do we show ROI? How do we show ROI? I summarize some of the findings of a Sitecore/Avanade report that outlines the clear benefits of focusing on the customer and on improving the customer experience. Let's fix these in 2019! I outlined how each contributes.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

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). There are a plethora of publicly available studies and reports available for you to use to bolster your case. Here are two to get you started: Forrester has a must-read report called “Why CX?

Leadership 70

Leadership ROI CEM How To 70

GetFeedback

JANUARY 12, 2020

Just fixing everything reported by customers is not necessarily the best way to proceed. Should you fix all reported issues? . Read articles including one that discussed “ the best bike pumps in 2019. ” . Research from McKinsey suggests that the best ROI on CX improvements come from improving the end-to-end journey: .

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Experience Investigators by 360Connext

JANUARY 7, 2020

For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.” A lot of CX teams report on individual metrics as a cause for celebration. Reporting on an increase of response rates isn’t reporting on what a great customer experience could be doing for your company.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173