Horizon CX

DECEMBER 1, 2023

Leveraging Evidence for Persuasion: To bolster the argument that a CX professional is always in the role of selling, relevant studies, industry reports, and success stories will help to persuade. Customer Experience Impact Studies: Look for studies that investigate the direct impact of customer experience on business outcomes.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Clarivate

MARCH 1, 2023

News & World Report’s U.S. rankings, maintaining the pace of global engagement, high-impact research and innovation is supported with a metrics dashboard that informs strategic planning and provides ongoing insight into the university’s international activity. Adding InCites provided better metrics and benchmarking against peers.

How To 98

How To Case Study Metrics Report 98

Magellan Solutions

FEBRUARY 15, 2024

They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. Case Studies of Successful Healthcare Outsourcing Projects The Philippines has become a major provider of healthcare call center outsourcing companies. This raises satisfaction. from 2023 to 2030.

Call Center 52

Call Center Healthcare Company Hospitality 52

delighted

OCTOBER 22, 2019

The team decided to use NPS as one of their key metrics for measuring exactly how a customer felt about their Bonobos experience and whether or not the customer would be willing to refer Bonobos to friends or family. Before using NPS, Glassdoor only collected feedback from users reporting bugs or website issues.

Net Promoter Score 41

Net Promoter Score Case Study Study NPS 41

Aveus

MAY 18, 2021

As a result, industry analysts expect Star performance to decline—at least until MA plans figure out how to meet consumer experience expectations, the most challenging set of metrics to satisfy. Under the new methodology for calculating MA quality scores, consumer experience-related metrics will determine 57% of overall Star ratings by 2023.

Consumers 130

Consumers Healthcare Metrics Case Study 130

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Experience Investigators by 360Connext

OCTOBER 26, 2017

There is no perfect metric. Sometimes overly enthusiastic new customer-centric champions become enamored with the idea of that perfect metric. Compelling case studies about how it was used make it seem attainable. It’s great that your Customer Insights Team is privy to the reports.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

Gainsight

OCTOBER 2, 2023

That’s the high-level story, but there’s a lot of nuance and depth in the final report. The Responsibilities of CS Teams Are Expanding As in previous reports, CS is responsible for reducing churn, achieving customer outcomes, increasing product adoption, and identifying expansion opportunities. Want More Findings?

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

That’s the high-level story, but there’s a lot of nuance and depth in the final report. The Responsibilities of CS Teams Are Expanding As in previous reports, CS is responsible for reducing churn, achieving customer outcomes, increasing product adoption, and identifying expansion opportunities. Want More Findings?

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Uniphore

JUNE 10, 2021

In our recent CCW Poll – Virtual Event, all respondents reported working from home throughout the pandemic, either entirely remotely or in some hybrid form. Did you know: 56 percent of agents reported planning to quit in the future? Getting rid of outdated EX metrics and KPIs. Make Legacy Tech Work Smarter.

Call Center 246

Call Center Self Service Contact Center Case Study 246

TechSee

DECEMBER 9, 2020

AT Kearney reports that RPA costs 1/3 as much as an offshore employee and 1/5 the cost of on-site staff, and can cut costs by 25-50%. Forrester reports that despite the market potential to reach $12 billion by 2023, more than half of deployed RPA solutions have not scaled beyond ten robots.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. . Overall NPS score.

Communication 101

Communication NPS Case Study Metrics 101

BirdEye

AUGUST 3, 2023

However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. How to calculate your CSAT score? Question design.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

BirdEye

SEPTEMBER 19, 2022

Data reporting Boost your SEO with Birdeye. Creating pivot tables, formulas, and functions to calculate metrics can help keep everyone on the same page. Case studies – Case studies can showcase how your enterprise was able to meet and exceed a customer’s needs. Data reporting. Automation 2.

Social Media 96

Social Media Case Study Tools Report 96

Lumoa

APRIL 1, 2020

Those decisions then funnel up to impact key metrics like retention and customer value over time. However, if you have a whole boatload of data and metrics behind it, it’s a bit more difficult to argue against. Surely, a customer-focused team would be best to handle a customer-facing metric aggregation.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

Lumoa

MAY 19, 2020

In the example below, we’ve done some research that you can leverage in your own business case. In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Define the opportunity. Explore options. Additionally, analysts at McKinsey and Co.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Thematic

MARCH 27, 2024

This case study shares how Thematic helped them build a new approach to restore services and satisfaction levels. From Team leaders to Business area managers, right up to the Chief customer office, all receive regular Thematic reports on the overall business results and their focus areas.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Magellan Solutions

AUGUST 31, 2022

CASE STUDY. CASE STUDY. CASE STUDY. CASE STUDY . CASE STUDY. CASE STUDY . Let’s examine a few significant examples of bad outsourcing to see what we can learn from them. . #1) 1) IBM & THE TEXAS STATE. It was a $863 million, seven-year contract.

Examples 75

Examples Case Study How To Banking 75

Lumoa

DECEMBER 19, 2023

Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software. Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s.

Analysis 208

Analysis Social Media Trends Feedback 208

NobelBiz

MARCH 12, 2024

Read Case Study Watch video Case Study: Leading Edge Connections: Empowering Growth with Enhanced Interactions and Analytics Industry : Business Process Outsourcing (BPOs) / Outsourcing Company : Leading Edge Connections Number of Employees : 500+ Product Used : NobelBiz Omni+ Background : Leading Edge Connections, LLC.,

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

BlueOcean

NOVEMBER 30, 2017

Pro tips: Excel may not be the best choice of file formats and you will want to make it easy for bidders to add supplemental files and file types to highlight their facilities or share case studies. Specifically, find out about the contact center’s commitment to their employees and the metrics they use to measure engagement.

Contact Center 149

Contact Center Call Center Report Transportation 149

Thematic

OCTOBER 19, 2022

” Not speaking stakeholder’s language Decision makers want to know how to increase financial metrics. Show how customer-led product strategy can drive financial metrics. The moment others find inconsistencies in the data, they can dismiss the whole report. Let’s say your product has a report feature.

Strategy 71

Strategy Banking Metrics Analysis 71

TechSee

JUNE 11, 2019

Focusing on one metric would often harm others. All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. Click here for the full report. Click here for the full report. Click here for the full report.

Self Service 117

Self Service Technology Customer Service Contact Center 117

SurveySensum

JANUARY 4, 2024

Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention. So, let’s understand how the text analytics feature can help you uncover a treasure trove of information from your NPS surveys with the help of a case study of Text Analytics for a mutual funds company.

Analytics 52

Analytics NPS Banking Analysis 52

West Monroe

FEBRUARY 11, 2024

A case study in “just get started” Our partnership working with a pet food manufacturer highlights the potential for this approach. A case study in building on the foundation This particular application of M4.0 In a report for the U.S. foundation on which it could continue building.

Industry 52

Industry Case Study Analysis Technology 52

Grade.us

AUGUST 22, 2022

Step #3: Combine case studies + reviews to boost conversion rates. You want to attract more clients to your business, so you decide to write up a case study. If you’re like most businesses, you write a case study that documents the results and outcomes you’ve achieved for your clients. Just one problem.

Case Study 51

Case Study Study Advertising Report 51

customer sure

FEBRUARY 1, 2023

The proof is in the results, with Marmalade Insurance reporting an improvement in Customer Satisfaction (CSAT) of 16%, going from 75% to 87%, as well as a 7% increase in Net Promoter Score (NPS), now sitting at 73 for customers who have purchased online. And we have a heap of case studies to prove it.

Insurance 62

Insurance NPS Feedback Net Promoter Score 62

Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. Other Highlights. Engaging Testers.

eBook 75

eBook Case Study ROI Roadmap 75

Gainsight

FEBRUARY 21, 2020

Case Study: Using In-App Engagements in Gainsight PX to Improve Adoption. Check out this case study to see the real-life impact of using in-app engagements! Go beyond vanity metrics and measure how your onboarding impacts revenue. Learn how they’ve made a significant impact on user engagement in their case study!

Case Study 89

Case Study Roadmap Study Feedback 89

NobelBiz

APRIL 30, 2024

Predictive analytics can forecast customer needs, potential churn rates, and other vital metrics, enabling call centers to proactively address issues and optimize customer retention strategies. Automated Voice Systems Automated voice systems use sophisticated algorithms to interact with customers using natural, conversational language.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

Predictive analytics can forecast customer needs, potential churn rates, and other vital metrics, enabling call centers to proactively address issues and optimize customer retention strategies. Automated Voice Systems Automated voice systems use sophisticated algorithms to interact with customers using natural, conversational language.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

Gainsight

SEPTEMBER 21, 2020

Having completed 1000+ implementations at Gainsight, we have access to rich data and learnings to analyze how our Time To Value (TTV) has been trending over time and what causes delays in the metric. Set-up Reports & Dashboards – Create out of the box reporting to draw out foundational insights and view metrics to manage your team.

Self Service 75

Self Service CRM Metrics Case Study 75

ViiBE Blog

AUGUST 19, 2020

Yet, 66% of customers report that they resolve their customer support issues over the phone. There are many well-established lists of metrics that companies can reference to determine which KPIs they will use to measure their performance. Today, omnichannel communication possibilities make customer support increasingly complex.

Call Center 52

Call Center Average Handle Time Case Study Guidelines 52

Totango

FEBRUARY 5, 2021

Keep the priorities of the people to whom you are speaking in mind when presenting your business case for customer success and choosing what types of data to share during your presentation. For VP Sales: Emphasize case studies, references, and expansion revenue data. Best Practices for CS Reporting to Executives.

Customer Success 72

Customer Success How To Net Promoter Score Financial 72

CX Accelerator

DECEMBER 31, 2018

They feel the pressure of meeting metrics but don’t know how and when to strike a balance. I haven’t started using it yet but it’s a Pulse Survey tool which collects and reports out on employee engagement info regularly (every 1-2 weeks). Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Thematic

APRIL 17, 2024

Transform into a meaningful structure: Customer experience analytics uses a mix of quantitative (metrics, trends) and qualitative (thematic analysis, topic analysis) techniques to transform this data into meaningful insights. The Value of Customer Experience Analytics to Your Organization Metrics that Matter : Go beyond sharing raw numbers.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Transform into a meaningful structure: Customer experience analytics uses a mix of quantitative (metrics, trends) and qualitative (thematic analysis, topic analysis) techniques to transform this data into meaningful insights. The Value of Customer Experience Analytics to Your Organization Metrics that Matter : Go beyond sharing raw numbers.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62