CX Journey

JULY 5, 2016

Focusing on the customer experience has clear benefits. For every dollar invested in the customer experience, expect three times that in return on investment ($3 for every $1 invested). Some industries, like financial services, saw even higher ($5) returns! You and I know it's not.

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. This means being prepared to immediately answer detailed product questions (not FAQs) online without having to navigate product pages.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Forrester's Customer Insights

MARCH 17, 2020

That financial windfall drove EHR adoption from under 20 percent to […]. This has been the disappointing end to the nation’s first digital transformation effort, which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations.

Strategy 38

Strategy Financial Customer Change Healthcare 38

Forrester's Customer Insights

MARCH 17, 2020

That financial windfall drove EHR adoption from under 20 percent to over 95 percent […]. This has been the disappointing end to the nation’s first digital transformation effort which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations.

Strategy 26

Strategy Financial Customer Change Healthcare 26

Qualtrics

FEBRUARY 21, 2020

In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX) transformation a strategic priority. 3) Rapidly adapt to changing needs and expectations.

Banking 36

Banking Industry Customer Experience Customer Journeys 36