Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journey Managers. Why is it a journey manager , and not a director?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

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

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. 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.

How To 260

How To ROI Net Promoter Score Measurement 260

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. Driving change from Voice of Customer feedback is a game changer in customer experience management. Think about it.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

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

Gainsight

FEBRUARY 22, 2024

In the dynamic landscape of community management, 2023 saw significant strides in redefining the role and impact of online customer communities for organizations. As we embark on a new year, it’s crucial to reflect on the lessons learned and set our sights on the dos and don’ts for community management in 2024.

Management 52

Management Gamification ROI Trends 52

InMoment XI

OCTOBER 28, 2021

Let’s Take a Closer Look at Revenue Management/ Pricing. The one supporting function that I’d like to consider in terms of the role it can play in the overall customer experience is Revenue Management or Pricing. As Mr. Carlzon suggested, there are also supporting functions that are in service to those who serve the customer.

CRM 493

CRM Airlines Government ROI 493

CloudCherry

SEPTEMBER 18, 2018

In this webinar with Maxie Schmidt-Subramanian, Principal Analyst at Forrester, you’ll learn the tactics that help overcome the challenges of making the link between CX improvements and the business results that matter most to your executives. Watch it On Demand. Read her full bio here.

Financial 186

Financial Measurement Leadership Resources 186

PK

MAY 1, 2020

In this webinar, we’ll discuss bot instability and its impacts on the scaling of automation across an organization. Using PK’s proven approach to bot operationalization, including tracing, telemetry and recovery management, we’ll give you the tools to establish ROI for your RPA program.

ROI 52

ROI Tools Management Company 52

Blueshift

JANUARY 18, 2024

However, the complex and rapidly changing CDP market causes confusion in selecting and effectively managing a CDP. The series covers foundational topics ranging from understanding what a CDP is and its essential use cases to exploring the role of AI, achieving ROI, and crucial considerations for selecting the right CDP.

Industry 106

Industry ROI Marketing Data 106

CloudCherry

SEPTEMBER 18, 2018

In this webinar with Maxie Schmidt-Subramanian, Principal Analyst at Forrester, you’ll learn the tactics that help overcome the challenges of making the link between CX improvements and the business results that matter most to your executives. Register now to secure your spot. When: Wednesday, September 25th, 2018, 9 am PST .

Financial 150

Financial Measurement Leadership Resources 150

CloudCherry

SEPTEMBER 18, 2018

In this webinar with Maxie Schmidt-Subramanian, Principal Analyst at Forrester, you’ll learn the tactics that help overcome the challenges of making the link between CX improvements and the business results that matter most to your executives. Watch it On Demand. Read her full bio here.

Financial 150

Financial Measurement Leadership Resources 150

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! So, what’s the solution?

Metrics 62

Metrics Management Effort Score ROI 62

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. For businesses, AI-powered applications enable time and cost savings, smarter customer services, and efficient CX management, plus reliable, actionable insights that facilitate decision-making. View more episodes of CX Transformed.

Contact Center 130

Contact Center ROI Metrics Interaction 130

Forrester's Customer Insights

FEBRUARY 26, 2020

I recently cohosted the webinar How To Prove The ROI Of CX with Ben Brown, a senior consultant from Forrester’s Total Economic Impact™ (TEI) team. Ben creates ROI models for a living, so he was the perfect partner in crime for this webinar.

ROI 52

ROI Measurement Consulting Customer Experience 52

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? Robert is responsible for leading the Business Development, Client Marketing, and Strategic Account Management teams. RSVP for the webinar today! Register Now. ai, Kony and Genesys.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

BirdEye

FEBRUARY 21, 2023

In this comprehensive guide, we’ll walk you through everything you need to know about social media management for local businesses. Table of contents Why social media is so important for businesses The most popular social media platforms today About social media accounts What is social media management? What is social media management?

Social Media 98

Social Media Management Multi-Channel Analytics 98

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. athenahealth, which provides solutions to the healthcare industry, had thousands of product update possibilities, according to senior VoC manager David Geary. How to win over top management.

How To 150

How To ROI Policies Analysis 150

Gainsight

MARCH 15, 2024

This is exactly what happened at HoneyBook, the client flow management platform empowering independent businesses. We recently sat down with Kait Masters, Community Development Manager, HoneyBook, in our recent webinar, Simple Start, Exponential Impact.

Self Service 52

Self Service Sports Case Study Resources 52

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. Start Simple With One-to-Many Webinars For organizations looking to augment the role of CSMs through digital means, several strategies can be initiated.

Self Service 52

Self Service How To Roadmap ROI 52

Maru/HUB

MAY 14, 2018

Last year’s webinar we held revealed that over 98% considered themselves to be “under pressure” to demonstrate ROI from their customer experience programme. Download our paper to discover how to compete on Customer Experience and increase ROI. Customer Experience and ROI appeared first on Maru/Syngro. And finally….

ROI 49

ROI Customer Experience Competitive Advantage Financial 49

Totango

JANUARY 4, 2019

To help get the change started at your enterprise, we’ve put together five customer-centric marketing strategies for SaaS companies that deliver real ROI. These are the top five customer-centric marketing strategies that deliver on ROI for SaaS companies: Create a visible customer journey. Talk as often as you can.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. What Is Time Management? Time management is the process of planning how to divide your time among activities. In a customer support center, poor time management skills can have several not-so-desirable implications for customer experience.

Contact Center 56

Contact Center Management Interaction Poor Customer Service 56

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job. Too many times, management creates hurdles to this and upsets the Experience along the way.

ROI 119

ROI CEM Consulting System 119

Gainsight

MARCH 12, 2024

It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc. These questions, plus more, were answered by Riccardo Composto, Senior Director of Customer Success at Sitecore , during our recent webinar, Transforming CS Into a Lead Gen Powerhouse.

Customer Success 52

Customer Success ROI Metrics Sales 52

Inbenta

FEBRUARY 1, 2024

RESOURCES Webinars Horizn Product Digital Demos Enhancing Your Customer Service with Interactive How-To Demos When customers can’t navigate your products or services, it can be frustrating. From how to log in to how to manage their account, customers can either call for support or struggle to figure it out themselves.

Interaction 52

Interaction Banking ROI Policies 52

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. Watch the webinar to get the full inside scoop! Find out the other secrets to winning these moments when you watch the webinar!

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

NICE inContact

JULY 13, 2016

inContact was recognized for this award for “offering superior products and services that deliver a clear, demonstrable ROI.” Join us for a webinar with 1to1 Media today at 2pm ET/11am PT to find out how Hoveround achieved their customer experience goals. Register now for the webinar!

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job. Too many times, management creates hurdles to this and upsets the Experience along the way.

ROI 75

ROI Net Promoter Score CEM Conference 75

Help Scout

DECEMBER 5, 2018

Calculating the return on investment (ROI) of a new tool can be tricky. It’s worth noting that if a help desk cuts costs but drives customers away through lower quality, you’ll see decreasing ROI.). Let’s look at five ways that investing in help desk software can save that revenue and increase your customer support team’s ROI.

ROI 40

ROI Self Service Software Return on Investment 40

InMoment XI

OCTOBER 24, 2023

Contact Center Analytics Best Practices for Maximum ROI Strategic Focus over Isolated Improvements While it’s tempting to dive into the granular details and make quick fixes based on isolated data points, true transformation comes from a strategic focus. It’s the actions driven by this data that unlock its true value.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “Three Ways to Turn Data Into Experiences” presented by Mike Wittenstein founder of Story Miners, one of the world’s first customer experience firms. Full transcript below: Hello everyone!

Data 40

Data Customer Journeys Consulting Course 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “Three Ways to Turn Data Into Experiences” presented by Mike Wittenstein founder of Story Miners, one of the world’s first customer experience firms. Full transcript below: Hello everyone!

Data 40

Data Customer Journeys Consulting Course 40

Playvox

MARCH 1, 2022

As one of our recent webinar presenters put it, “No matter how big the meal, I’ll still be hungry tomorrow.” The best contact center learning management systems enable multimedia eLearning, which means agents can learn skills from: Videos eBooks Webinars Podcasts Slide decks Articles Livestream instructor-led training.

Training 83

Training Contact Center Call Center eBook 83

inQuba

SEPTEMBER 1, 2020

The foundation for a comprehensive blueprint is Customer Journey Management – a methodology that provides an environment for the synthesis of customer data while supporting CX professionals that need to adapt to the New Normal. So, what does a blueprint for the future of customer management look like? View the webinar here.

Management 52

Management Customer Journeys Insurance Consumers 52

Lumoa

APRIL 21, 2022

It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. Don’t be daft Just crank the crankshaft Managing all kinds of issues for things broken elsewhere Is it really surprising I don’t have any hair!!

How To 208

How To Self Service Banking Customer Satisfaction 208