Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership?

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

InMoment XI

AUGUST 25, 2023

InMoment’s Principal CX Strategist Jim Katzman and guest speaker from Forrester, Senior Analyst Colleen Fazio discuss decision-making in regards to CX program initiatives, finding the right program size, proving ROI in your CX program, and more. Let’s dive into what we covered on our webinar.

How To 260

How To ROI Net Promoter Score Measurement 260

Customer Bliss

OCTOBER 23, 2019

That is that there are two kinds of leaders that you could interact with as you’re trying to drive this work of customer experience. The first one, that I know many of you are interfacing with and interacting with, is an ROI-based leader. The key here for you is to know which kind of leader you’re interacting with.

ROI 120

ROI Chief Customer Officer Financial Video 120

CSM Magazine

JUNE 20, 2023

But when it comes to maximizing ROI, it should be at the top of your list. Digital marketing Return on Investment (ROI) is the measure of the effectiveness of marketing campaigns and strategies in generating profit. Moreover, ROI is a metric used to calculate the financial gain or loss from an investment.

ROI 52

ROI Customer Service Marketing Social Media 52

Second to None

MARCH 29, 2019

Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? While the ROI of CX can seem abstract, and in-turn, difficult to consolidate into a straightforward proposal, the process is not nearly as daunting as one would imagine.

ROI 86

ROI Measurement Effort Score How To 86

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Yet putting a monetary return on individual investments is much more difficult – for example research by Nielsen found that just 8% of CX leaders in South East Asia were able to prove the ROI of their closed loop feedback programs.

ROI 63

ROI Financial Self Service Customer Experience 63

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . of companies measure the business outcomes and financial value they deliver.

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

CSM Magazine

MAY 16, 2023

Sabio Group has launched a new solution aimed at fuelling an organisation’s digital transformation strategy by surfacing actionable insights from customer interactions. Our Interaction Analytics PoV is the first step in helping them do that.”

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Groups Analytics Interaction Consulting 52

Opinionator

JANUARY 8, 2021

The ROI (return on investment) of customer experience for a business is undeniably high. Calculating the ROI of CX is usually measured as a ratio between net profit over a set period and the cost of the initial or recurring CX investment. The interaction between customer and employees. The quality of customer service.

ROI 52

ROI Customer Experience How To Customer Journeys 52

Beyond Philosophy

DECEMBER 15, 2021

The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Follow Colin on LinkedIn and Twitter.

ROI 78

ROI How To Consulting Financial 78

Beyond Philosophy

AUGUST 21, 2021

The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Follow Colin on Linkedin and Twitter.

Return on Investment 78

Return on Investment ROI Consulting Measurement 78

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? You need the quantitative ROI to make a strong business case and obtain approval for continued investment.

ROI 59

ROI Customer Experience Self Service How To 59

Interactions

JUNE 13, 2019

Not only does it become the face of every interaction with your customers, but it can break the bank if you’re not careful. However, with the right technology, ROI and cost efficiencies can be just as transformational as an IVAs impact on customer care. Increased revenue and decreased costs.

ROI 63

ROI Contact Center Chatbots Survey 63

InMoment XI

DECEMBER 22, 2022

In this stage, you have the opportunity to set up a strong foundation for your program; a strategy that aligns with the overall business values, financial objectives, and brand promises. Check out some more ideas on identifying and executing ROI opportunities in this Solve for X video. Step #1: Design Your Program.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. of interactions that are automated using AI.

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Call Center Contact Center Chatbots Virtual Agent 105

Stella Connect

DECEMBER 9, 2021

Colin’s company, Beyond Philosophy LLC, has been selected by the Financial Times as one of the best management consultancies for the last two years. You can use specific language during interactions or revamp the process for certain customer contacts based on company policies.

ROI 85

ROI Customer Service Customer Satisfaction Loyalty 85

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. of interactions that are automated using AI.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

Eptica

SEPTEMBER 12, 2022

Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI. Click here to read the full blog post on our parent company Enghouse Interactive’s site. Automating and digitising CX in financial services. Share this page on: Tweet.

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Chatbots ROI Trends Financial 125

Customer Bliss

JANUARY 17, 2020

And when he retired, a line of people 3 blocks long stood to say goodbye to him — what he didn’t get in financial prosperity, he got back in many, many more important versions of prosperity. Will they remember you fondly for years after they've interacted with you? #CX Are you a part of the story of your customers' lives?

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Chief Customer Officer Banking ROI Financial 327

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. What’s unique in business-to-business customer experience is the extensive interactions between the customer and supplier companies for a long time after the initial purchase. 4 Steps to Customer Experience ROI. Why wait to conduct a survey?

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

Lumoa

JUNE 30, 2022

Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX. Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. Lack of good data. Measuring the impact of CX.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. A one-time investment in these four prerequisites establishes the foundation necessary for achieving the full financial promise of customer experience investments.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

GetFeedback

NOVEMBER 25, 2019

Financial Advisors: 80%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. If you’re on the hunt for a CSAT calculator that will help you measure your score and prove the possible revenue impact of satisfaction, we’ve got just the right thing for you: Our free CSAT interactive calculator.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. It helps you understand the context around your customer’s interactions with your company. Connecting CX to ROI.

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Customer Journeys CEM NPS ROI 231

TechSee

MARCH 4, 2024

However, the cost of AI talent, AI training, tuning, and refinement, as well as LLM consumption-based tokens at scale, begs the question, is Generative AI in CX a financially sound endeavor? What is the ROI of Generative AI in CX? However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

Comm100

MAY 16, 2023

Cyber espionage is a growing challenge as the information extracted from these attacks can be used for financial and political leverage. Hackers target the research and education sector because these are the low-hanging fruits that give them huge ROI. Live chat apps are vulnerable to numerous attacks.

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Chatbots Software Financial Tools 190

CloudCherry

MARCH 19, 2018

But often they fail to quantify the financial impacts of these initiatives. First and foremost, brands need to have a clear understanding of their CX investments and the ROI they’re looking to extract from it. • Find out the financial impact of your initiatives. How does improving store experience by 15% impact revenue?

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Customer Experience Customer Journeys Lifetime Customer Financial 247

Feedbackly

SEPTEMBER 26, 2023

It’s the way forward in tailoring interactions to their liking, preventing negative experiences, and fostering lasting emotional connections. Measuring Emotional ROI With emotional experience being the way forward in CX, EVI® will introduce a new dimension of measuring ROI.

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Management ROI Touchpoint Comparison 98

West Monroe

MAY 31, 2019

To recap, conversational interfaces are an emerging high-level system design model where interactions occur in the user’s spoken or written natural language. Customer outreach and preventive interactions. Customer intake and on-boarding. Structured, predictable tasks and workflows. Tasks where opening an app is too slow or cumbersome.

Banking 40

Banking Financial Self Service Chatbots 40

Comm100

MAY 4, 2022

The need to shift towards digital support is also increasing as Millennials and Gen Z reach financial maturity. These future members are digital-first and already expect digital services from their financial institutions. Chatbot ROI Calculator: Find out how much ROI you could make with AI Chatbots. Cabrillo Credit Union.

Chatbots 189

Chatbots How To Omni-Channel e-support 189

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. Tweaks to VoC business-as-usual (the list in the opening paragraph above) are not likely to be enough to transform your VoC into a CX Transformer (truly transforming CX, ROI, and business growth). 4) Drive ROI through value-chain thinking.

ROI 54

ROI Feedback Survey Financial 54

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. For example, AI-powered speech analytics can help analyze sales interactions to highlight improvement opportunities like reps talking too much or discussing pricing too early in the call.

How To 150

How To ROI Policies Analysis 150

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

Calabrio

AUGUST 7, 2019

And we’re proud of the work we’ve done together since then to continually improve the interactions Idaho Central’s 340,000 members have with its customer service team. When ICCU—the number-one performing credit union in the U.S. ICCU takes a fresh, unique approach to customer service, and it shows. Always Puts Its Credit Union Members First.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Lumoa

NOVEMBER 10, 2021

As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. Customer experience includes all of the interactions that a customer has with your brand. The relationship between businesses and their customers is changing.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

Customer Interactions

FEBRUARY 7, 2013

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. How can we measure the potential financial impact of such catastrophic events?

ROI 46

ROI Financial Conference Banking 46

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. Number of interactions and engagement. The problem is, many B2B community managers are unsure about how to get started.

ROI 61

ROI B2B Roadmap Metrics 61