SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.

Loyalty 100

Loyalty Measurement Tools Data 100

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.

Loyalty 100

Loyalty Measurement Tools Data 100

CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

Return on Investment 52

Return on Investment Customer Insights Strategy Competitive Advantage 52

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Lack of good data.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Currency Alliance

JULY 16, 2020

I propose there is a direct correlation between this miss and customer understanding. If some of that 95 cents were better invested in data insights that reveal shopper behaviors both within and outside a particular brand, the balance of the spending could produce more effective engagement strategies. The redemption experience.

ROI 52

ROI Loyalty Data Loyalty Programs 52

Helpt

FEBRUARY 14, 2024

Significance of Data-Driven Decision Making Do you trust your gut? We at Helpt feel your frustration and we have a solution for you: data-driven decision making (DDDM). Thos methodology illustrates a move away from intuition-based decisions towards those that rely on hard, analytic data. Today, we have big data.

Data 52

Data Analytics Social Media Analysis 52

Lumoa

SEPTEMBER 8, 2021

The most successful companies require next-generation customer experience management tools and strategies to analyze all data points in real-time and provide up-to-date, actionable insights faster across all teams in your organization. Help your organization amaze and delight your customers by strengthening these skills.

Customer Experience Management 208

Customer Experience Management CEM Customer Experience Management 208

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. In light of this, ROX is emerging as a way for companies to measure how improving customer experience drives consumer behavior and yields measurable results.

ROI 40

ROI Measurement Customer Experience Effort Score 40

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The Current Situation with Data.

Data 206

Data Retail Analysis Analytics 206

Lumoa

APRIL 21, 2022

And so, Ladies and Gentlemen, I present to you: The Customer Support Blues I know I’m the foundation The core The nerve centre But I don’t have a voice I’m just a cheap, low-cost renter Seen as a complainer No-one wants to mentor a dissenter Silly me I’m just a lowly Cost Centre Understaffed No life raft Just a ton of hard graft “More headcount?”

How To 208

How To Self Service Banking Customer Satisfaction 208

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ForeSee

SEPTEMBER 20, 2019

World-class electronics distributor translates data into higher ROI Read this case study from Adobe to learn how RS Components uses Verint ForeSee and Adobe capabilities to bring behavioral and attitudinal.

Customer Insights 71

Customer Insights Analytics Case Study ROI 71

Experience Investigators by 360Connext

AUGUST 22, 2023

Usually, this means they collect all sorts of customer insights through surveys and user reviews to better understand their experience. This information is essential; however, as every customer experience (CX) leader has faced: data is just a starting point. What measurements do you need?

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Lumoa

MAY 5, 2022

Customer Experience strategy gathers the threads and shows the way Development and implementation of strategy is a comprehensive process that can be experienced as a long and confusing desert walk for some, especially those eager to develop concrete measures and quick solutions.

Strategy 277

Strategy Customer Experience How To Analysis 277

CloudCherry

DECEMBER 1, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms.

CEM 186

CEM CRM ROI Survey 186

CloudCherry

NOVEMBER 13, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms.

CEM 170

CEM CRM ROI Survey 170

Maru/HUB

MARCH 29, 2018

An intelligent programme will allow you to receive real time results, bring your data into one manageable space and gain key customer insights on trends and behaviours. In turn, this should help you and your organisation improve processes, manage data and better engage with customers.

ROI 40

ROI Tips Customers Trends 40

TechSee

DECEMBER 11, 2018

Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. Technologies: Data Analytics, AI, AR solutions.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Gainsight

MARCH 12, 2024

Using Customer Insights to Drive Revenue Riccardo emphasised the importance of using customer insights to identify expansion opportunities and, in turn, drive more revenue. It all starts with listening to your customers. This is even more of a reason why CS should own some of the revenue.

Customer Success 52

Customer Success ROI Metrics Sales 52

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. What are the customer experience maturity levels? At this level, you’re also working on developing a customer experience strategy.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

C3Centricity

APRIL 2, 2018

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. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Insufficient staff to measure.

Marketing 175

Marketing Handbook ROI Social Media 175

Forrester's Customer Insights

JANUARY 31, 2022

The “right” formula for calculating marketing ROI depends on the underlying business question that you are looking to answer.

ROI 49

ROI B2B Marketing Measurement 49

NobelBiz

APRIL 30, 2024

The development of AI in customer service began with simple automated systems and has evolved into sophisticated AI solutions capable of handling complex queries with a human-like understanding. This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

The development of AI in customer service began with simple automated systems and has evolved into sophisticated AI solutions capable of handling complex queries with a human-like understanding. This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

CX University

NOVEMBER 21, 2023

As with all online content immersed in a growing and advancing field, the Customer Experience discipline continues to provide valuable insights, data, and knowledge. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

Course 52

Course Roadmap Conference ROI 52

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Higher internal engagement in using customer insights for seamless journeys? Yes, you know a lot from tone of voice and phrases used by the customer. Common sense? Technology?

Customer Centricity 48

Customer Centricity Survey Voice of Customer Customer Insights 48

Lumoa

NOVEMBER 10, 2021

Organizations that dedicate their energies to customer experience design find ways to let their customers know that they are valued, and commit to a strategy that can lead to measurable improvements in churn, retention, conversions, and ROI. A good CX design addresses the subjective and objective needs of the customer.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

Forrester's Customer Insights

DECEMBER 6, 2018

Marketers are held to an ever-higher standard of accountability to ROI and business impact. But many marketers struggle to meet these expectations, hampered by long-established habits and lack of knowledge about new data- and analytics-enabled measurement approaches.

Trends 49

Trends Measurement Marketing ROI 49

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Industry 141

Industry Brands Banking ROI 141

Forrester's Customer Insights

NOVEMBER 29, 2021

Sourcing KPI don´t support the complexity and measurement of marketing activities or ROI optimization. A new set of KPI is required.

Measurement 26

Measurement ROI Marketing Analysis 26

CloudCherry

JANUARY 22, 2020

Focusing entirely on data collection but no analysis. Struggling with siloed data. Not Acting on Insights. Failure to translate insights into action. Not Monitoring Changes in Customer Perception. Unproven ROI. But voice of the customer data can also come in real-time. Lack of priorities.

How To 243

How To Social Media Analysis Feedback 243

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

ijgolding

JUNE 9, 2015

Ability to communicate the importance of customer experience and corresponding strategy. Ability to recommend initiatives based on customer experience data. Ability to report CX data to different audiences in an understandable manner. COMPETENCY 3 – VOC, Customer Insight and understanding.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Seaton CX

MAY 16, 2024

A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience. Table Of Contents What is a Customer Journey Map?

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

inQuba

MAY 23, 2022

According to CustomerThink, “Journey management enables you not only to measure, monitor and optimize customer experience, but align your entire organization with your customers’ goals.” To measure customers’ sentiment and gather their emotional context throughout their journeys.

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

BirdEye

MARCH 17, 2023

It’s an active process companies use to identify and analyze conversations about their brand that are taking place online to better understand customer sentiment and interests. It’s a high-level overview of your online conversations with the purpose of identifying trends, measuring sentiment, and studying consumer behavior.

Tips 98

Tips Social Media How To Analysis 98

Happy or Not

DECEMBER 7, 2023

To succeed, you need valuable insights that go beyond the usual customer feedback. That’s where non-buyer customer feedback comes into play. For most companies, customer insights are a goldmine waiting to be tapped. Multi-channel engagement In a digital landscape, customer engagement takes various forms.

Feedback 36

Feedback How To Social Media Multi-Channel 36