Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Related: Is Your Mission Customer-Focused, or an Empty Promise?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . However, business is also all about return on investment (ROI). When a company invests $1, they want to make at least $2 back for their trouble.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Pointillist

JUNE 5, 2019

Organizations Struggle to Quantify the Business Impact of Customer Experience “Experience-led brands understand that intentional experience design is about serving the organization and the customer. It is also about changing customer and employee behavior to drive financial impact.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

ClearAction

OCTOBER 1, 2018

Artificial intelligence, digitalization, emerging technologies, the sharing economy, and other trends won’t solve what’s shown in these studies: “Only 20% of companies scored 9-10 for seeing a Return on Investment, with a significant 14% of companies scoring 0-2. customers, channel partners, alliances).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Confirmit

JUNE 7, 2017

The ability to prove Return on Investment from a VoC program is still something that only a handful of companies achieve, and many (if not all) are struggling to deliver. There are very few CX Practitioners out there who are lucky enough to have a CEO who states (as one did to me) “ROI?

Return on Investment 40

Return on Investment ROI Financial Customer Experience Professionals 40