Heart of the Customer

MARCH 28, 2018

The CXPA identifies six disciplines as core to an effective CX program: CX Strategy Customer-Centric Culture VOC Customer Insight & Understanding Experience Design Improvement &Innovation Metrics &Measurement ROI Organizational Adoption & Accountability This white paper, written in conjunction with Intouch Insights, […].

ROI 60

ROI Customer Centricity Culture Metrics 60

COPC

NOVEMBER 5, 2021

When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. We discuss these topics more in-depth in the white paper , The 2021 State of Contact Center Vendor Management. Did you know COPC Inc.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Eptica

FEBRUARY 6, 2019

What’s more, traditional VoC surveys are focused on numeric, quantitative metrics because these are easiest to analyze and are good for revealing, for example, that your customers are unhappy. Listening to customer insight can help deliver these changes, and ensure they deliver ROI.

Automotive 73

Automotive Social Media Contact Center Banking 73

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience Innovation. Rules of the Game for Customer Experience Innovation article. Customer Experience Innovation Covers the Experience Spectrum article. Innovating the Superior Customer Experience webcast (24:09).

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. When it comes to proving ROI on journey management projects, it is critical to have the right level of focus that journey steps can provide.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Amity

JUNE 24, 2016

For example, money spent on marketing progr ams results in leads, or spent on content results in tangible items like presentations, videos, infographics and white papers – which in turn can be used to generate more leads. How does this make us more innovative, competitive, and cost-effective? What is the ROI?

Customer Success 71

Customer Success Infographics ROI Customer Centricity 71

Amity

NOVEMBER 13, 2014

For example, money spent on marketing programs results in leads, or spent on content results in tangible items like presentations, videos, infographics and white papers – which can then in turn be used to generate more leads. Those with obvious measurable results attributed to single department.

Customer Success 48

Customer Success Competitive Advantage Infographics Case Study 48