Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. Sometimes they aren’t connecting the dots to understand the return on investment (ROI) of CX. If they don’t understand the ROI, you may need a better CX business case.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Ecrion

JULY 17, 2019

Personalization is key to customer experience management. Tracking how your customers want to be contacted by you and then optimizing those channels is an important part of the enhancing customer ROI. How many tickets are we actually resolving over time? Average reply time.

Metrics 55

Metrics Self Service Customer Service Call Center 55

Doug Leather

MAY 30, 2014

Taking the analogy further the parts (functions) of the organisation need to mesh together, to be joined up in such a way that they operate seamlessly – to be designed in such a way that they’re supportive of the strategic outcome of the business.

System 51

System Analytics Customer Experience Average Handle Time 51

Verint

SEPTEMBER 29, 2017

We’re no longer talking off-the-cuff, but defining what we mean when we say we are putting our customers first.". They Preach the ROI of CX. One of the best ways our senior executives support our CX program is the way they make business decisions—through the lens of customer experience.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Michel Falcon Experience

FEBRUARY 11, 2019

So I interviewed for both and I got offers for both and I decided that it was going to be 1-800-GOT-JUNK largely because they were doing this already culture engagement experience. Even before anybody even said the words, customer experience management, they were leveraging that to grow their company.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

And it was ‘Customer experience management’ And it made sense to me. ” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management.

Culture 12

Culture Employee Engagement Company Engagement 12