Natalie Petouhof

JANUARY 29, 2016

In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. Now many years later, I am hearing the same question so I revisited the topic in some new research, ROI of Online Cloud Communities. Maybe even make it into our case study library!

ROI 40

ROI B2C Case Study B2B 40

TechSee

DECEMBER 9, 2020

For example, an attended RPA case study may be related to the onboarding process, automating the series of documents that a new customer must fill out and sign, or information entry, where a human agent can trigger an RPA task to update customer information across multiple systems. Tip 2: Communicate the changes to the agents.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. How does your solution enable omnichannel communication within the contact center?

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

JUNE 6, 2023

By following these guided steps, you’ll be able to assess your needs, define requirements, research providers, evaluate pricing and ROI, and ultimately make an informed decision that aligns with your organization’s goals. How does your solution enable omnichannel communication within the contact center?

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

BlueOcean

AUGUST 27, 2020

They should be able to clearly communicate their plans and transparently share their biggest hurdles. It communicates expectations on both sides and establishes measures of success, including all KPIs, metrics, and call volume forecasting. Frequent and structured communication for the duration of the implementation process is a must.

Customer Care 156

Customer Care Contact Center Sports Case Study 156

Totango

FEBRUARY 14, 2020

The best way to create messaging to attract new customers is to capture your advocate customers’ reasons (think ROI) for staying with you and growing the relationship. They can also circulate customer case studies that call out specific feature usage and results to promote this strategy to other customers who could benefit.

Customer Success 98

Customer Success Marketing Case Study Study 98

Helpt

JANUARY 16, 2024

This article dives deep into these two models, comparing their strengths and weaknesses and showcasing real-world implications through the case study of EZ Tek and Helpt. For more detailed insights into this case study, please visit our website and download the full case study.

Comparison 52

Comparison Case Study Customer Satisfaction Culture 52

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

Calabrio

APRIL 13, 2017

Analyzing data from one channel is hard enough—leaders can be downright paralyzed by indecision when faced with the idea of analyzing multiple communication channels. Whitepaper: The Benefits & ROI of Speech Analytics. Case study: Contact Lens Retailer Avoids Costly Fines with Calabrio Analytics.

Contact Center 113

Contact Center Analytics Case Study ROI 113

West Monroe

FEBRUARY 11, 2024

Thinking too broadly can lead to analysis paralysis; thinking too narrowly can make it difficult to demonstrate a level of ROI that warrants investment—especially in the current economic climate. A case study in building on the foundation This particular application of M4.0 strategy is challenging.

Industry 52

Industry Case Study Analysis Technology 52

Centercode

DECEMBER 22, 2020

This year has forced us to grow and change many, many aspects of our lives, from how we work (#remote), to how we communicate with our team (“Can you guys see my screen?”), The ROI of Testing Pre-Release Products with Centercode. How Arris Saved $1M by Fixing Bugs Before Release (Case Study). Other Highlights.

eBook 75

eBook Case Study ROI Roadmap 75

Calabrio

APRIL 13, 2017

Analyzing data from one channel is hard enough—leaders can be downright paralyzed by indecision when faced with the idea of analyzing multiple communication channels. Whitepaper: The Benefits & ROI of Speech Analytics. Case study: Contact Lens Retailer Avoids Costly Fines with Calabrio Analytics.

Contact Center 100

Contact Center Analytics Case Study ROI 100

Calabrio

APRIL 13, 2017

Analyzing data from one channel is hard enough—leaders can be downright paralyzed by indecision when faced with the idea of analyzing multiple communication channels. Whitepaper: The Benefits & ROI of Speech Analytics. Case study: Contact Lens Retailer Avoids Costly Fines with Calabrio Analytics.

Contact Center 100

Contact Center Analytics Case Study ROI 100

Feedbackly

OCTOBER 30, 2023

By doing this, you can even see directly how happier customers spend more – you can see an ROI of your experience optimization efforts. It will break down silos and improve communication and coordination between teams. Nowadays, it has become significantly easier to link your CX data with transactional data (e.g.

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

ShepHyken

DECEMBER 4, 2020

When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI. Customer Experience Roadmap Case Study. Last but not least, allocate funding for your customer experience communications. Wrong Technology. It takes time.

Roadmap 138

Roadmap Customer Experience Airlines How To 138

ViiBE Blog

JANUARY 25, 2021

ViiBE’s technology enables Zendesk users to engage in visual, AR remote assistance communication with their customers and/or technicians. A real world example of video support’s utility can be found in ViiBE’s Decathlon case study. Case study: Decathlon. See the full Decathlon case study here.

CRM 52

CRM Video Case Study Net Promoter Score 52

BirdEye

MAY 3, 2023

A marketing channel is any platform that allows you to connect and communicate your brand’s message with your target audience. These marketing communication channels are pivotal in reaching your target audience. They can be free, paid, online, or offline. Enter the world of SEO.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Quadient

JULY 25, 2022

Notice that this map includes the communications that the customer receives and emotions the customer experiences at each stage of the journey. Cloud-based journey mapping tools maximize ROI by letting you identify critical touchpoints and prioritize the most impactful improvements for your transformation strategy. . Legal/compliance.

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

inQuba

FEBRUARY 7, 2023

Poor communication Insurer communication is typically infrequent, sales-focused, and lacking the context of the policy holder. A one-size-fits-all approach to communication becomes unmeaningful and invisible quickly, and valuable information gets lost. Value communications build loyalty and trust.

Insurance 52

Insurance Customer Journeys Policies Communication 52

ChurnZero

SEPTEMBER 20, 2022

The potential ROI for you includes glowing reviews, solid customer case studies, and constructive feedback to improve your product and service—as well as increased retention and recurring revenue. You can also demonstrate professionalism through your communication.

Meeting 52

Meeting Sports Case Study Hospitality 52

Oracle

MARCH 20, 2018

Don’t miss “ Driving to Marketing Cross-Channel Success: Case Study with Mack Trucks “ If you’re not yet registered, visit the registration page and use discount code “SmarterCX” to get $500 off the onsite rate now through April 9, 2018. Attending Oracle Modern Customer Experience 2018?

Marketing 60

Marketing Social Media Case Study ROI 60

Natalie Petouhof

MAY 27, 2016

Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming. • ROI of Social Customer Service- Upcoming. •

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. Demonstrated ROI – does the customer have proven results?

Strategy 64

Strategy Marketing Case Study Effort Score 64

CSM Magazine

AUGUST 5, 2020

AI solutions can help create cost-effective, connected councils – dealing with out-of-hours enquiries from residents can present opportunities for instant ROI. If local councils pool their AI resources, even greater savings and ROI can be achieved. Report findings also predict huge economies of scale. About the Author.

Government 52

Government Self Service Chatbots Automotive 52

Integrity Solutions

AUGUST 9, 2023

” Know the difference between urgency and value, and communicate accordingly. Make the ROI case for change. You should also be looking for other ways to regularly engage with your customer, such as commenting on their LinkedIn activity — but make it meaningful and value-added, not just “great point, I agree!”

Sales 73

Sales Case Study Exercises ROI 73

ClientSuccess

APRIL 20, 2017

His career has been mostly about growing and driving adoption and measuring ROI of his customers. What is the ROI on this department?”. Product wants to speak with a customer about a feature, Marketing wants to do a case study, and so on. The First CSM at Marketo. Where does it live in contrast to Support?”

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

NetBase

SEPTEMBER 26, 2019

Which metrics matter, and what’s the best way to communicate that data? And in the report, we have case studies spanning a variety of verticals that demonstrate meaningful metrics and ROI in action, including: The cruise industry. Let’s take a peek at what you’ll find inside: Most Misunderstood Metrics – Ever.

Analytics 40

Analytics Competitive Advantage ROI Entertainment 40

West Monroe

AUGUST 29, 2023

Building a More Intelligent Insurer: A case study in applying AI Goal An insurance company sought to add value back into the organization by identifying key business insights and potential monetization opportunities with data. For more, see our piece: The Real ROI of Change Management.

Tools 52

Tools Technology Government Insurance 52

West Monroe

AUGUST 29, 2023

Building a More Intelligent Insurer: A case study in applying AI Goal An insurance company sought to add value back into the organization by identifying key business insights and potential monetization opportunities with data. For more, see our piece: The Real ROI of Change Management.

Tools 52

Tools Technology Government Insurance 52

Kayako

DECEMBER 3, 2015

But how do you present this to those who are focused on ROI and efficiencies? Maybe you could send over some case studies – like these ! There’s also a wealth of third party data available on everything from case studies and reviews to research statistics – you just need to find it first.

Customer Service 120

Customer Service How To Case Study NPS 120

Gainsight

JANUARY 17, 2020

Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. Product managers focus on the highest ROI items first —and ROI is benefits divided by costs. Read their case study here. Read their case study here.

Feedback 117

Feedback Roadmap ROI Case Study 117

NetBase

JUNE 28, 2019

The conference was over two days and included 21 total conference sessions focusing business value and ROI, remarkable success stories, best practices and the latest trends from industry experts at major brands and agencies, followed by solution training. A recap of the conference follows! The Lay of the Land. Let’s take a look at them!

Analytics 49

Analytics Social Media Conference ROI 49

Answer Dash

MAY 6, 2020

(This article was first published at Customer Think - republished here by the consent of the author) It’s no surprise that leaders in CX gain a higher ROI than those who are not improving their CX. But only 25% of CX professionals say their company’s CX programs actually improve customer experience.

Customer Centricity 54

Customer Centricity Effort Score Case Study Culture 54

Confirmit

OCTOBER 18, 2018

Several key strategies come into play when it comes to preventing customer churn: Ensure you provide great channels of communication for your customers to get in touch with you when things go wrong, in the channel they deem appropriate. CASE STUDY. How Do You Retain Customers? Interesting Links. Siemens Corporation is a U.S.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Amity

NOVEMBER 6, 2017

It can start from something small like a profile update to a contextual metric like publishing their 100th blog post, to an outcome metric directly linked to ROI. If a customer isn’t replying to your emails, you wouldn’t want to write a case study because they probably don’t qualify as an advocate.

How To 81

How To Roadmap Case Study Tips 81

SmartKarrot

JUNE 20, 2023

Document and communicate revenue flow with the designated area of accounts in a precise and timely manner. Data collection, analysis, and reporting with an emphasis on spotting important trends and proving ROI. Create case studies, gather client feedback, and directly influence NPS.

Customer Success 19

Customer Success Case Study ROI NPS 19

CSM Magazine

FEBRUARY 15, 2019

The communication is limited and you can only focus on one channel at a time. If you want to truly interact with your customers, you should be able to see how they respond to a campaign when you offer them multiple channels of communication. Improvement of ROI. ? Multichannel marketing is made to put the brand at the center.

Omni-Channel 40

Omni-Channel Marketing How To Case Study 40