NICE inContact

JANUARY 22, 2019

There is a growing discussion among contact center managers about how to implement effective, KPI-based reporting. There is an ocean of KPIs to help measure contact center performance. The first question being are we measuring the right things and the second question is how effective are we in communicating results to business leaders?

Contact Center 136

Contact Center Report Call Center Metrics 136

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. We’re currently working on the 2019 version of our journey manager report. Journey Measurement.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

InMoment XI

NOVEMBER 2, 2022

If you’re like the majority of CX practitioners (CX Network’s “Global State of CX” report shows that it is the second highest concern for CX practitioners), you likely have quite a few ROI questions. Start with a quick win—a straightforward project you can measure the success of. There is no set “right” way to utilize your CX program.

ROI 493

ROI Return on Investment Airlines Call Center 493

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. We’re currently working on the 2019 version of our journey manager report. Journey Measurement.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

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. We’re currently working on the 2019 version of our journey manager report. Journey Measurement.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

InMoment XI

JULY 4, 2022

and compiled them into a report. You need to be measuring and managing customer journeys , not just transactional data, so that you can improve on the customer experience as a whole. What you need to be doing, is measuring and managing your CX program and making sure it is continuously evolving with your business. 4: Don’t Stop.

ROI 493

ROI Return on Investment Social Media Survey 493

Help Scout

SEPTEMBER 7, 2021

In this post, we’re going to explore the critical difference between customer satisfaction and customer service quality, and then we’ll show you, step-by-step, how to build an effective system for measuring the quality of the service experience you are delivering to your customers. Step 1: Define customer service quality for your company.

Measurement 116

Measurement Tools Customer Service How To 116

Kayako

SEPTEMBER 3, 2015

We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. It is a two-in-one that keeps on giving long after the webinar itself is over. Two weeks before the webinar: We set a time.

Video 120

Video Social Media Marketing Resources 120

Confirmit

FEBRUARY 7, 2020

Register to the webinar for your region: Australia: 19th March @ 11am AEDT. The opportunities and challenges presented with such measurement. The opportunities and challenges presented with such measurement. Voice of the Customer Market Research Webinars. Europe: 19th March @ 11am GMT. Register now !

Analytics 52

Analytics Customer Experience B2B Trends 52

Kerry Bodine

JULY 31, 2018

This morning I delivered a webinar called The Business Case for Service Design , part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. Below, I’ve answered the questions I received on this webinar about this diagram and the rest of my presentation. The report will be available in mid-August.

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

NobelBiz

JUNE 13, 2023

This labeling typically occurs when recipients report your calls as unwanted or intrusive. Of course, these are preemptive measures. If a customer reports that your call was flagged as spam, investigate promptly and take the necessary corrective action. Ask for a cost-per-minute quote here.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

2020 Research

OCTOBER 18, 2023

During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies. A: This is more about how the tool is built.

Marketing 108

Marketing Healthcare Analysis Case Study 108

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. Proper measurements and analysis must be applied.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX. How does one measure a concept?

Measurement 132

Measurement Loyalty How To Metrics 132

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Next, you have to measure whether or not customers are getting value, the reality is you just cannot be customer-led until you understand the customers’ perception of value, full stop.

Roadmap 52

Roadmap Customer Success Feedback Report 52

Confirmit

SEPTEMBER 6, 2019

According to a recent report from Econsultancy, 72 percent of business leaders pointed to customer experience (CX) as the single most exciting opportunity. Watch our experts from Confirmit and CallMiner as they discuss concrete strategies for improving CX initiatives and developing a practical road map to drive measurable business impact.

Strategy 40

Strategy Customer Experience Analytics Metrics 40

NICE inContact

JULY 17, 2019

Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go. And in this brief webinar, you’ll see how it can benefit your business.

Contact Center 136

Contact Center Contact Center Software Call Center Culture 136

Kerry Bodine

NOVEMBER 15, 2017

Yesterday I co-hosted a journey mapping webinar with our partner J.D.Power. You can find more information about their research my blog post entitled Why You Need To Measure Journeys—Not Just Touchpoints. You can also look at the original report from McKinsey , but it honestly doesn’t offer any additional detail.

Customer Journeys 120

Customer Journeys Exercises Contact Center Touchpoint 120

ChurnZero

MAY 2, 2024

You can watch the webinar in full here, or scroll on to discover four essential insights from this year’s survey. In our webinar, You Mon and Rob discussed the B2B SaaS market’s current state, including the impact of tech advancements and changes in work culture, and what it means for SaaS leaders.

B2B 52

B2B Survey Metrics Customer Retention 52

NobelBiz

JANUARY 10, 2022

This entails creating a CRM report that incorporates critical performance metrics, functions and client data. Measuring the pressure level is thus an important CRM KPI. To be meaningful, measurement must be performed on an asset-by-asset basis (and over a given period). The increase is the nemesis of the good.

Contact Center 52

Contact Center CRM Measurement Contact Center Software 52

Uniphore

JULY 23, 2021

But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” The report found that disengaged agents were 84% more likely to look for a new job than their engaged peers. and the 7 Surprising CX Insights They Reveal.

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

PeopleMetrics

APRIL 8, 2020

Generation Z is particularly unhappy, with only 36% reporting to be satisfied, while Generation X is the only generation with over half (51%) reporting to be satisfied. S tudy highlights include: Less than half (45%) of employees are satisfied with their employer’s response to COVID-19. Click here to register.

Transportation 133

Transportation Employee Experience Study Survey 133

ClientSuccess

AUGUST 18, 2018

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report.

Customer Success 40

Customer Success Chief Customer Officer Strategy Case Study 40

Uniphore

DECEMBER 27, 2021

Factor in that 33 percent of help desk staff report being dissatisfied, and it isn’t a pretty picture. Each underscores the importance of user experience in a program’s success: How do you define and measure the end-to-end process that impacts the user experience? You can access the webinar here. How do you drive user adoption?

Self Service 211

Self Service User Experience Chatbots Consulting 211

Gainsight

MARCH 11, 2020

If you want to build the best product, you need access to the best reporting and analytics. We’ve compiled a list of questions that every product team should be able to answer and the reports you can use to not just answer those questions, but take action on them. Adoption Report. Path Analysis Report. Retention Report.

Report 52

Report Case Study Analysis Analytics 52

Optimove

APRIL 6, 2019

Become an Independent Marketer Webinar. Within a few months of deploying Optimove, Adore Me measured a 15% increase in campaign-generated revenue, a 22% increase in average order amount and 2.3X The post Become an Independent, Data-driven Marketer Webinar appeared first on Optimove. Josselin Petit-Hoang. Albina Kehoe.

Data 40

Data Marketing CRM Customer Centricity 40

Kitewheel

SEPTEMBER 16, 2019

According to a recent Forrester report, “ The Journey Measurement Framework: Assess And Predict Journey Performance, ” customer experience professionals often don’t know whether the customer journeys they implement deliver actual value to customers. To solve this, leaders need to implement a journey step focused measurement framework.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. Communicate how you will measure success. To know what to measure, it’s important to understand the actual customer.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Clarivate

APRIL 14, 2024

It can become an onerous distraction: difficult to measure and rarely the main impetus behind research effort. Congress passed the ‘Government Performance and Results Act’ (1993) requiring agencies to prepare annual performance plans and reports. Register for our upcoming webinar series on research impact.

Government 59

Government Policies Report Culture 59

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. Here are some key insights.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Optimove

MARCH 27, 2019

Within a few months of deploying Optimove, Adore Me measured a 15% increase in campaign-generated revenue, a 22% increase in average order amount and 2.3X We ‘geek out’ on a daily basis over the near-limitless options we have to customize campaigns and the actionable insights we see via the reporting.”. Albina Kehoe. Marco Tiso.

Data 40

Data Marketing CRM Customer Centricity 40

Clarivate

DECEMBER 18, 2023

Special Report: Redefining Artificial Intelligence – How IP practice meets the coming wave The interplay between IP, AI and the wider legal industry is complex. The special report with full survey results can be found here: Redefining Artificial Intelligence.

Resources 59

Resources Case Study Innovation Report 59

Alida

SEPTEMBER 20, 2018

According to a recent report from Forrester , for instance, only 25% of CX programs improve customer experiences. Another report, from Bain, suggests that only 5% of customers agree that companies provide a great experience. We received many questions from the webinar—some of which we didn’t get to.

Customer Journeys 200

Customer Journeys B2C Feedback Survey 200

BirdEye

MAY 11, 2023

Table of contents Top 8 ways to generate mortgage leads Tracking and measuring your mortgage lead generation efforts Frequently asked questions about mortgage leads Conclusion Top 8 ways to generate mortgage leads While buying mortgage leads can help your business, there are better strategies for reaching modern home buyers.

Social Media 98

Social Media How To Return on Investment ROI 98

Dapresy

APRIL 8, 2020

With the aim of gearing you up with knowledge, we’ve prepared a series of webinar sessions deep-diving into different skills and Dapresy features. Super compact, these 30-min sessions will give you the tools for deeper insights and more efficient reporting. Ad Hoc Reporting from A to Z. How to Design a Meaningful Dashboard.

Comparison 87

Comparison Analysis Report Data 87