Customer Bliss

OCTOBER 3, 2017

From 1999 to 2004 he was at McKinsey & Company where he had the opportunity to help several clients on different sectors (Retail, Telcos, Finance, etc) and different continents. Enrique is also a sought-after speaker and has spoken in some Customer Experience conferences and has appeared in major Spanish newspapers and magazines.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

Michel Falcon Experience

APRIL 13, 2023

We have a very special guest in the virtual building, Cameron Herold, to talk about company culture. I first saw company culture be something that was more than just stuff on your wall or in your break room and perks. When did you first learn that company culture could actually drive growth? Hey everyone.

Culture 60

Culture Company ROI Leadership 60

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. I was a corporate guy; the kind that was used to spending someone else’s money to make them even more, as well as having a company car, an assistant, and a lot of perks. I began speaking at conferences.

ROI 83

ROI Financial Consulting Social Media 83

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Kustomer

OCTOBER 22, 2020

It turns out that when we do cost benchmarking, we look at companies who deliver high effort experiences compared to those that are low effort, easy experiences. Before the global pandemic, delivery company Glovo was already testing out automation and self-service, but the pandemic accelerated that need. “A A Whole New Way of Working.

Conference 96

Conference Self Service Sports CRM 96

eGain Blogs

AUGUST 12, 2022

And we are glad to say that eGain Solve 22 Conference is an industry event unlike any other. It is the Knowledge Management conference your CX needs. Which is why we are calling it the #1 Knowledge Management conference your CX needs. You will get insights from executives of leading companies.

Conference 87

Conference Self Service Chatbots Contact Center 87

Solvvy

SEPTEMBER 25, 2019

So you just got back from a conference and stopped by the trade show booths during that dead time between sessions. So before signing off on new technology, follow our guidelines for understanding its true ROI. Know Your ROI appeared first on Solvvy. First you need to make the business case to your executive team.

ROI 48

ROI Self Service Technology Net Promoter Score 48

Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. Despite the talk in media about the so-called retail apocalypse , many speakers at the conference reiterated that the industry is alive and well. Get closer to your employees.

Retail 189

Retail Conference Employee Engagement ROI 189

West Monroe

MARCH 7, 2024

” What strategies are executives implementing to address external and existential issues facing their companies? Companies are trying to figure out how to become more efficient using technology and are looking at that as a way to not only supplement work but also for workers to advance themselves and make themselves more productive.

Innovation 52

Innovation ROI Customer Centricity Conference 52

GlowTouch

SEPTEMBER 6, 2019

GlowTouch to Attend Women’s Business Enterprise Strategic Conference in Tucson, AZ in September. The “Strategic Procurement Opportunity Conference” takes place September 10-12 and offers targeted networking and collaborative strategy sessions. GlowTouch has deep expertise in customer care and technical support.

Conference 40

Conference Contact Center First Call Resolution Return on Investment 40

Circular Edge

FEBRUARY 29, 2024

Circular Edge will also host the first Oracle JD Edwards & Oracle CX Cloud User Group breakfast for companies running JD Edwards and who have also adopted Oracle CX Cloud applications to improve sales, quoting, marketing, commerce and service capabilities throughout their enterprise.

Sales 52

Sales Conference Customer Relationship Management ROI 52

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. and continuing VoC education (certifications, conferences, etc.). and continuing VoC education (certifications, conferences, etc.). Still, only 55% of companies at these levels are doing these things. But don’t throw the baby out with the bathwater!

ROI 54

ROI Feedback Survey Financial 54

Beyond Philosophy

NOVEMBER 10, 2014

What the researchers found was that “ after controlling for other factors that drive repeat purchases in the transaction-based business (for example, how often the customer needs the type of goods and services that the company sells), customers who had the best past experiences spend 140% more compared to those who had the poorest past experience”.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ChurnZero

MAY 11, 2021

The event offered an opportunity for thousands of attendees to collaborate with one another and with TSIA member companies like DocuSign, RingCentral and ServiceNow. The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS. .

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

CSM Magazine

FEBRUARY 12, 2024

This evaluation is crucial for continuous improvement and helps in demonstrating the ROI to stakeholders. Organizing events that provide a global experience requires the help of an event production company. Evaluate which goals were met and where improvements can be made for future events.

Industry 95

Industry Tips Entertainment Transportation 95

Kustomer

OCTOBER 22, 2020

It turns out that when we do cost benchmarking, we look at companies who deliver high effort experiences compared to those that are low effort, easy experiences. Before the global pandemic, delivery company Glovo was already testing out automation and self-service, but the pandemic accelerated that need. “A A Whole New Way of Working.

Conference 52

Conference Self Service Sports CRM 52

Natalie Petouhof

SEPTEMBER 1, 2016

From one mistake, a company’s reputation can be smeared all over the internet. The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

West Monroe

MARCH 14, 2024

As a CEO myself, I've seen firsthand the impact of this current confusing environment on companies striving to not only survive but thrive. Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI.

Data 40

Data Banking ROI Financial 40

Thematic

MAY 22, 2019

Earlier this month I attended the CXPA conference in Salt Lake City. The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners. I hope the learnings I took away from the conference will help you when it comes to building your own CX team.

Exercises 97

Exercises ROI Conference Video 97

Lumoa

JANUARY 2, 2023

By quickly sending out tNPS surveys to customers and analyzing the results, companies can easily identify where their customers fall on the scale of Promoters, Passives, or Detractors based on their responses. Targeted questions through tNPS surveys can identify specific pain points your company fails to address.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Survey 208

Qualtrics

FEBRUARY 24, 2019

CX really lends itself to great conferences – practitioners are really keen to share their expertise, and it can be truly inspiring to hear stories of fantastic CX from other brands. But with so many CX conferences out there, it can be hard to choose the best ones for both your organization and your career. Date: November 14-15.

Conference 22

Conference Customer Experience Customer Journeys Innovation 22

Natalie Petouhof

MAY 9, 2016

Tweet What we saw at the conference was a full suite for customer experience. If companies are able to take advantage of what suites offer, they can sell more, innovate faster and increase shareholder value. However, the focus needs to be on choosing the right software to grow the company’s revenue.

Conference 40

Conference Report Social Media Case Study 40

ShepHyken

JANUARY 30, 2023

They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s happening with their relationship with your business. The easier company to do business with is going to win. How do you calculate ROI in CX? Meet your customers where they are.

e-support 62

e-support Healthcare Conference ROI 62

Customer Interactions

FEBRUARY 7, 2013

When a company invests in a solution such as PSIM the obvious reason is to improve security. But when’s the last time you heard “improved security” mentioned as a source of ROI? Yet, the potential ROI from security improvements can far outweigh any operational cost savings from PSIM.

ROI 46

ROI Financial Conference Banking 46

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Focus on customer retention and long-term ROI. Create an atmosphere of trust with customers. But what does that have to do with customer success?

Customer Success 80

Customer Success eBook Loyalty Conference 80

Blake Morgan

AUGUST 4, 2023

When looking for a keynote speaker for a conference, retreat, or presentation, most companies go through a speakers bureau. Instead of finding someone on their own, speakers bureaus connect companies and individuals with a huge variety of professional speakers, from authors to athletes and thought leaders.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 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

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. More and more companies are using Sparq to deliver timely insight to marketing, product management and CX teams. De-mystify ROI measurement. Find out what matters to your stakeholders outside of research.

ROI 100

ROI Innovation Effort Score Customer relationships 100

Alliance by IFS

APRIL 29, 2019

Every year, hundreds of top cross-industry service, support, and customer success leaders gather in Palm Springs for the biggest field service conference of the year hosted by Field Service USA. He also moderated two panel discussions on 1) Expanding Your Digital Platform for Greater ROI and 2) Moving Into the Next Phase of Augmented Reality.

Conference 86

Conference ROI Technology Software 86

BirdEye

MAY 3, 2023

A shining example of a company that utilizes SEO effectively is Airbnb. Your company announcements, innovations, and events are all headline-worthy examples of PR content. A prime example of a company leveraging public relations for growth is Tesla. This means this channel has immense potential to reach your target audience.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Heart of the Customer

APRIL 9, 2020

Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. Here’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX). For whatever reason, the executive saw the light, and wanted a CX program […].

Conference 133

Conference Customer Experience Company ROI 133

Oracle

FEBRUARY 21, 2019

Visit the registration page and use discount code “SmarterCX” to get a rate of $1,295 on a full conference pass now through March 18, 2019.**. Indian Hotels Company Limited. “The Upshot Award for Best Demonstrated ROI in Marketing” Finalists. Yesterday, finalists were announced via Facebook Live.

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

C3Centricity

APRIL 2, 2018

Thanks to social media and websites, the IoT (Internet of Things) and smart products, companies are inundated with information these days. A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. It also allows the measurement of its ROI.

Marketing 175

Marketing Handbook ROI Social Media 175

Customer Bliss

NOVEMBER 1, 2018

By speaking to drivers and getting to know what’s important to them, Lyft has been able to create partnerships with other companies to offer discounts on products and/or services (like learning how to do your taxes) that will be beneficial to their lives. Tactic 5: Assess your Employee ROI. Tactic 1: Be Authentically Engaged.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

West Monroe

JULY 24, 2023

Companies that don’t allow workers to leverage technology are going to fall behind because AI is only growing. Peterson Chief Economist, The Conference Board How have innovators like Amazon changed customer expectations in all industries? However, that would be the case if AI greatly advances technologically.

B2C 98

B2C Innovation Healthcare Industry 98

Centercode

DECEMBER 22, 2020

The ROI of Testing Pre-Release Products with Centercode. This report highlights how different companies across several industries leveraged Centercode to decrease time spent testing, increase engineering efficiency, and save millions of dollars in potential costs from undiscovered bugs. Increasing Efficiency.

eBook 75

eBook Case Study ROI Roadmap 75

Seaton CX

MAY 16, 2024

A customer journey map is a visualization of the experience a customer has when interacting with your company to accomplish a goal. Customer Journey Map Example: The Solopreneur’s Buying Journey This customer journey map example visualizes the buying journey for customers of a fictional B2B SaaS company.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52