Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In addition, we share tools that will help you calculate the ROI of your own customer experience projects. However, when it comes to actual customer experience management , things get difficult. Our customer satisfaction increases – so what?

ROI 259

ROI Customer Experience NPS Financial 259

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient!

Metrics 62

Metrics Management Effort Score ROI 62

ECXO

MARCH 24, 2024

The European Customer Experience Organization (ECXO) is launching a series of short practical sessions, each up to 20 minutes, to clarify how to achieve CX ROI and growth effectively. CX metrics follow a sequence. Understanding this sequence makes it easy to demonstrate the CX-money connection—and most importantly, drive higher CX ROI.

Metrics 64

Metrics ROI Financial Connections 64

Blake Morgan

SEPTEMBER 5, 2023

If this is to happen, there’ll be increased scrutiny of the ROI from this budgetary increase, posing increased challenges for the customer experience team. Management needs data-backed insights to understand what they can improve in their processes or products to yield better customer service.

ROI 72

ROI Metrics Data Customer Experience 72

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions.

ROI 86

ROI Software Management Contact Center 86

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. The goals summarized above can be measured using the following success metrics. Let’s start with the business success metrics for workforce training.

ROI 52

ROI Training How To Course 52

Lumoa

JULY 10, 2018

However, when it comes to the actual customer experience management, things get difficult. For many companies it is the hardest part of the whole customer experience management process. As a business leader you are extremely familiar with numeric metrics – most likely your targets are around revenue growth and profitability.

ROI 303

ROI Customer Experience NPS Financial 303

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. Let’s take a closer look at how you can pinpoint the metrics that will be useful and tell an accurate story of your sales training ROI. How to Determine Sales Training Metrics. How is that problem impacting these three important areas?

Training 87

Training Metrics Sales ROI 87

InMoment XI

APRIL 23, 2024

And by doing so, you’ll see rapid, proven ROI across your programme from retention, to customer acquisition, from share of wallet growth, to cost to serve reduction. Using reputation management tools, you can bring together all your data in one place, combining your data.

Social Media 260

Social Media Analysis Feedback Loyalty 260

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management.

Metrics 62

Metrics Effort Score ROI Policies 62

C3Centricity

APRIL 9, 2024

This complexity necessitates marketers to engage in continuous nurturing strategies, educational content provision, and stakeholder management to guide the decision-making process. B2B decisions are driven by logic and ROI.

B2C 226

B2C B2B Strategy Marketing 226

Horizon CX

MARCH 1, 2021

As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. Compelling Arguments for Justifying CX Programs – the Dreaded ROI Question. Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

Customer Bliss

MAY 9, 2018

I’ve been asked, “How do you persuade top management that customer centricity is not a cost?” To create desire for knowing and managing customer asset performance with the same rigor applied to sales, revenue, and IBITA performance. Remove Survey Score Addiction by Adding Customer Asset Metrics.

ROI 245

ROI Customer Experience How To Leadership 245

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. But surveys do have a place in your Customer Experience Management program.

Customer Experience Management 208

Customer Experience Management CEM Customer Experience Management 208

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Receiving more precise observations When metrics fluctuate, it’s often unclear what the root cause was. Think about it.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Feedbackly

SEPTEMBER 26, 2023

Brands will go beyond traditional metrics that pin on advocacy, customer effort, and satisfaction and dive deep into the emotional value offered by their products and services. Switch from Reactive to Proactive Experience Management A lot of emphasis so far is on shaping customer experience based on insights from the past.

Management 98

Management ROI Touchpoint Comparison 98

InMoment XI

FEBRUARY 12, 2024

On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management. Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line. How Does Integrated Customer Experience Work?

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

InMoment XI

AUGUST 3, 2022

Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results. Strategy #4: Proving ROI Using Purpose-Driven Results. Let’s dive in to see how they did it!

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

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

Gainsight

JANUARY 22, 2024

Today is Community Manager Appreciation Day – recognizing the unsung heroes working behind the scenes to architect thriving, healthy communities that drive customer engagement and value. link] Our conversation ranged from how to decompress after hours to their proudest moments managing a community.

Management 52

Management Metrics ROI Measurement 52

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Ensuring that employees can be a part of managing their schedule has big benefits.

Self Service 85

Self Service Management Contact Center ROI 85

West Monroe

OCTOBER 19, 2023

Only 16% said their executive management team wants to know the business case for and payback from digital transformation, and only 14% said management wants to know which digital use cases will drive the most value for the investment. A good example is master data management. Alone, it looks like just another cost. Data is key.

ROI 52

ROI Technology Strategy Return on Investment 52

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Goal 2: Coach employees. It’s all about what you expect!

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. And, even more importantly, how can you do it so that you get financial proof points, such as proving the ROI of customer experience , from the efforts? I like to be like the newspaper reporter who continually asks ‘why.”

Customer Experience 558

Customer Experience Net Promoter Score How To Effort Score 558

Beyond Philosophy

FEBRUARY 6, 2019

an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. Forrester said it hasn’t improved for the past three years.

ROI 154

ROI Customer Experience Strategy Customers 154

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

Beyond Philosophy

SEPTEMBER 3, 2022

Here are a few key moments in the discussion: 06:44 Patterson explains how she didn’t have a lot of experience with handling customer experience improvement projects, so she relied on her Lean Six Sigma background and project management structure, starting with Define. Follow Colin on LinkedIn and Twitter. How can we help?

Case Study 113

Case Study ROI Study Net Promoter Score 113

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Product managers are able to communicate the changes effectively both inside and outside of the organization.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

CustomerSuccessBox

AUGUST 31, 2021

the senior management in the CS function should be well-informed about the impact that their customer success strategy can have on the profitability of their business. And, are you losing your sleepover identifying and measuring ROI for your CS practices? Let’s look at some facts and figures which are vital metrics to keep track of.

ROI 52

ROI Customer Success B2B Measurement 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

SuiteCX

JUNE 15, 2017

Self-selection bias makes program ROI measurement difficult, but it does not invalidate offering a program. Below we share some of the common layers of metrics we use, from the market down to the customer. Where will I get the best ROI from directing marketing resources? Especially if a loyalty program is part of your strategy.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Self-selection bias makes program ROI measurement difficult, but it does not invalidate offering a program. Below we share some of the common layers of metrics we use, from the market down to the customer. Where will I get the best ROI from directing marketing resources? Especially if a loyalty program is part of your strategy.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

Customer Bliss

FEBRUARY 25, 2016

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Here are four elements to grow customer experience ROI: 1. Shift Success Metrics to Growth or Loss of the Customer Asset. Shift Success Metrics to Growth or Loss of the Customer Asset. Elevate Customers as Assets.

ROI 100

ROI Customer Experience Effort Score How To 100