Confirmit

OCTOBER 30, 2018

Key examples of customer feedback resulting in immediate company changes and improved customer service include: Online chat: Customers shared online chat was a positive experience for getting their questions and issues resolved, however it was hard to find the chat button on the website. Philadelphia Insurance uses Confirmit’s VoC solution, to listen, analyze and act on customer and agent feedback. Management now relies on an automated alert system.

Return on Investment 40

Return on Investment Insurance Net Promoter Score Policies 40

Heart of the Customer

JULY 17, 2019

Unfortunately, focusing on that big goal can be overwhelming. So for today, let’s target our efforts a bit more modestly, focusing on gains made through making it easier to be your […]. The post Measuring “ROE” – Return on Ease appeared first on Heart of the Customer. ROI is the Holy Grail for customer experience (CX) programs – an elusive target that can validate your program and lead to greater influence.

Return on Investment 89

Return on Investment Measurement Effort Score NPS 89

Strativity

OCTOBER 16, 2017

Much of the customer experience ROI research and methodologies developed thus far only focus on the statistical relationship between customer experience and financial benefits. Additionally, early quick wins can demonstrate value that will continue to gain buy-in and finance more impactful mediums and longer-term infrastructural and organizational investment. The post Show Me the Money: Predicting the Return on Investment for Customer Experience appeared first on Strativity.

Return on Investment 43

Return on Investment Financial Measurement Customer Journeys 43

Strativity

OCTOBER 16, 2017

Much of the customer experience ROI research and methodologies developed thus far only focus on the statistical relationship between customer experience and financial benefits. Additionally, early quick wins can demonstrate value that will continue to gain buy-in and finance more impactful mediums and longer-term infrastructural and organizational investment. The post Show Me the Money: Predicting the Return on Investment for Customer Experience appeared first on Strativity.

Return on Investment 40

Return on Investment Financial Measurement Customer Journeys 40

Speaker: Nate Brown, Co-Founder, CX Accelerator

When your contact center can demonstrate a significant return on investment using CX terms, you are more likely to get the funding and support that you need to succeed in 2019. The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Do you have the right metrics in place to assess your true impact?

Contact Center

Confirmit

JANUARY 16, 2017

In today’s competitive marketplace you need to be sure that every investment, be it in time or money, has a positive return. For example, where can a Market Research firm hope to ‘find’ Return on Investment? In this webinar, Confirmit’s Holly DeMuro explored the two primary types of Return on Investment and how they apply to Market Research firms. Let’s face it, we’re in business to make a profit, right?

Return on Investment 43

Return on Investment ROI Measurement Examples 43

Astea

APRIL 10, 2018

Learn exactly what kind of real impacts service management software can have on your: Total Annual Service Revenue. ROI field service field service management software Field Service Software ROI return on investment service management softwareYour field service organization has many critical questions to ask when evaluating new service management software solutions. One of the most critical questions is, ‘What kind of ROI can we expect?’.

ROI 50

ROI Return on Investment Report Management 50

Forrester's Customer Insights

MARCH 6, 2019

In fact, many privacy budgets shrank in 2019, after firms were forced to spend more than they expected on GDPR compliance in 2018. B2C marketing GDPR privacy return on investment (ROI) security & riskOver and over, clients tell us they just don’t get enough funding for the kind of privacy programs they want to create. But what if we told you that customer-centric privacy programs […].

Return on Investment 37

Return on Investment Customer Centricity Customers ROI 37

Forrester's Customer Insights

APRIL 8, 2019

age of the customer financial management financial services return on investment (ROI In “Star Wars,” Jedi Master Obi-Wan Kenobi uses a mind trick to convince the dreaded stormtroopers that the droids in his company are not the ones they are looking for, enabling him and his friends to safely move along. In our galaxy, there are no Jedi Masters to guide financial institutions as they choose from an […].

Return on Investment 26

Return on Investment Company Financial ROI 26

Natalie Petouhof

FEBRUARY 9, 2016

Often times, depending on the technology stack they already have, there is a lot of code that has been written to add something new – i.e., it requires that a major pow wow of IT, customer care, business leaders, etc. Maybe IT should be split into two different departments, one focused on purely IT issues and the other being the IT business liaison? It’s also important to look at the stress put on agents to learn new technology.

ROI 54

ROI Return on Investment Training Customer Care 54

Speaker: Sarah Tarraf, Director of Customer Experience, Gongos & David Robbins, Account Strategist, Gongos

Despite increasing investment in new tools and technologies, executives still struggle to demonstrate their impact on the customer. Instead, we must focus on the ability of organizations to drive actionable change across the enterprise by transforming the design and delivery of experiences.

Return on Investment

Natalie Petouhof

JANUARY 22, 2018

And I’d like to meet people who were seeking the same or similar positions to what I was seeking – who would be these new people on-boarding with me? Then they were invited to interview with a hiring manager there on site. The hiring managers were given the ability to hire people on the spot (something we’d never done before.). What was interesting was the feedback we collected on video as the employees left the career day.

Return on Investment 40

Return on Investment ROI Video Technology 40

Natalie Petouhof

MAY 12, 2017

On time? With a proactive attitude vs “not invented here or we don’t do that – that way here” attitude… Get a high rate of return on projects- projects on time, within budget and scope, high customer satisfaction…? Giving orders that projects needs to be on-time, within budget and on scope didn’t really lead to change. More on that in future posts. Tweet Is OCM and CC Kumbaya?

Return on Investment 40

Return on Investment Management Meeting Course 40

Forrester's Customer Insights

AUGUST 9, 2018

Securing executive buy-in for any digital investment requires a detailed and carefully articulated business case. The case for investment in digital track and trace solutions serves as an example for any CIO looking to get backing for an internet-of-things (IoT) project. internet of things (IoT) IoT analytics return on investment (ROI

ROI 21

ROI Return on Investment Examples 21

Forrester's Customer Insights

MAY 18, 2018

We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. Back in 2009, Forrester launched its first customer experience forum.

Insurance 21

Insurance Return on Investment Industry Government 21

MaritzCX

NOVEMBER 10, 2016

While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit. The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work.

ROI 298

ROI Return on Investment Customer Experience Measurement 298

MaritzCX

APRIL 11, 2018

Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX. These maturity models do provide value, but too often they are based on a CX firm’s experience, rather.

Return on Investment 218

Return on Investment Marketing Company 218

MaritzCX

APRIL 20, 2018

Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX. These maturity models do provide value, but too often they are based on a CX firm’s experience, rather.

Return on Investment 200

Return on Investment Marketing Company 200

Optimove

AUGUST 11, 2020

“For years, marketers have been focused on return on investment (ROI) or total revenues generated from campaigns. appeared first on Optimove.

Return on Investment 52

Return on Investment ROI Marketing 52

MaritzCX

NOVEMBER 10, 2016

While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit. The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work.

ROI 200

ROI Return on Investment Customer Experience Measurement 200

Strativity

MARCH 17, 2020

Over the last three years in CX Network’s Global State of CX Report, hundreds of CX practitioners have signaled that calculating return on investment (ROI) in customer experience is no easy task. Drawing on intelligence from a research group of 122 CX experts, this report presents key learnings from the likes of Dropbox, American National, and Wells Fargo plus best practices for proving ROI in CX. Wells Fargo return on investment in CX case study.

ROI 40

ROI Report Return on Investment Case Study 40

Think Customers

JULY 16, 2015

Measuring the return on investment of any campaign, tool, or strategy is crucial, but it can be a murky endeavor. Consider customer experience initiatives. Delivering outstanding customer service is one of the few ways businesses can win loyal customers and increase their bottom line, according to customer experience professionals. Customer Engagement Customer Experience Customer Strategy Social Media homepage

ROI 72

ROI Return on Investment Customer Experience Professionals Measurement 72

Talkdesk

SEPTEMBER 29, 2020

However, the rapid shift to remote work brought by COVID-19 has also presented new challenges with security while introducing a newfound focus on cost-saving strategies for business. appeared first on Talkdesk

Policies 67

Policies Contact Center Return on Investment ROI 67

Wootric

OCTOBER 7, 2020

Wootric also outperforms the category on all satisfaction measures including ease of use. Wootric is ranked #1 in ROI (Return on Investment). View this research on G2Crowd to see: The G2 Crowd Grid visual.

Customer Experience 52

Customer Experience Net Promoter Score ROI Effort Score 52

Beyond Philosophy

DECEMBER 14, 2018

Who better to answer that than Colin Shaw with 17 years experience in the industry and many successful implementations that have driven a great return on investment. The post Why Customer Experience is Dying (And What To Do About It) appeared first on. It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect?

Return on Investment 95

Return on Investment Resources Survey Industry 95

PlayVox

SEPTEMBER 26, 2018

Staff performance must yield highest financial return. Systems and processes must be efficient, making use of innovation to ensure maximum return on investment. Running a call center means having one eye constantly on output. Productivity is the cornerstone of business development. Its about keeping overheads down and providing the most efficient service.

Call Center 44

Call Center Return on Investment Financial Innovation 44

mopinion

FEBRUARY 2, 2018

Email marketing still remains one of the most effective marketing channels with the highest return on investment (ROI). The post How to Collect Email Campaign Feedback appeared first on Mopinion. Many people over the years have said that email marketing’s days are numbered and that it will soon become a dated, perhaps even obsolete technology. But actually, this assumption couldn’t be more wrong.

Return on Investment 60

Return on Investment Feedback Technology How To 60

Astea

DECEMBER 3, 2019

Today’s availability of low-cost sensors coupled with the advent of cloud computing and robust analytics technology, enables FSOs to utilize remote monitoring in ways that weren’t possible before, generating a real return on investment (ROI). In our recent Astea-authored eBook, Emily Hackman, Director of Global Marketing, discusses how IoT solutions can generate a real return on investment (ROI) through operational improvements, increased competitiveness, and creation.

eBook 50

eBook Return on Investment ROI Technology 50

Inbenta

FEBRUARY 20, 2020

One of the main indicators that can be taken into account is contact economy, which is based on the number of contacts avoided by phone or email. While figures vary depending on solution providers, it is commonly admitted that implementing a self-service tool allows businesses to reduce the number of incoming contacts (whether it is emails or phone calls) by approximately 30 to 40%. Depending on the provider you choose, you will either get maintenance/support fees or not.

ROI 66

ROI Return on Investment Management Knowledge Base 66

Think Customers

JUNE 4, 2015

But compared with hard return on investment (ROI) numbers in business cases for other initiatives, CX projects won't get needed funding if their estimated returns are limited to benefits like improved satisfaction or higher Net Promoter Score (NPS).

Net Promoter Score 70

Net Promoter Score Return on Investment ROI NPS 70

Think Customers

NOVEMBER 11, 2014

As companies gather boatloads of data to help support their customer strategies, a growing number of firms are taking a closer look at which data sets are delivering the greatest returns on investment. According to IDC, the digital universe is doubling in size every two years. By 2020, the amount of that''s created and copied annually will reach 44 zettabytes or 44 trillion gigabytes.

Return on Investment 73

Return on Investment Data Strategy Company 73

Quadient

DECEMBER 11, 2018

Whenever an organization commits to implementing a new IT solution they do so with the goals being seamless integration with their existing infrastructure, attaining the results they envisioned and optimizing their return on investment. In most cases these goals are achieved while in the hands of an organization’s internal IT resources. However, sometimes the addition of an individual well-versed in the chosen solution is required to reach project success.

Return on Investment 40

Return on Investment Resources Management 40

NICE inContact

JULY 12, 2016

Show the Return on Investment (ROI) in both quantitative and qualitative terms. This, in turn, improves FCR and leads to a better return on investment by reducing operating costs, improving customer satisfaction, and increasing sales opportunities. At this point, little question remains as to whether data analytics through a powerful WFO system is a wise investment. A comprehensive Workforce Optimization (WFO) solution is no longer a luxury.

Data 156

Data Return on Investment Tools Contact Center 156

Confirmit

MAY 27, 2020

With the ever-growing data mountain that encompasses most corporations, it’s imperative to have an analyst on the team who can evaluate the information accurately, communicate it to the right people in the most digestible format, so necessary action can take place. Register to the webinar for your region. Australia: 28th May @ 11am AEST. Europe: 28th May @ 11am BST. North America: 28th May @ 11am EDT.

Return on Investment 40

Return on Investment Data Communication Customer Experience 40

Forrester

MAY 29, 2015

But compared with hard return on investment (ROI) numbers in business cases for other initiatives, CX projects won't get needed funding if their estimated returns are limited to benefits like improved satisfaction or higher Net Promoter Score (NPS).

Net Promoter Score 79

Net Promoter Score Return on Investment Government Measurement 79

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. And they are both founded on pleasing and hopefully delighting their clients in the quality of the products and services they offer. There has been a lot of discussion in the past few years about the need to move from a return on investment to a return on relationships. The relationship is based on more than just the brand.

Hospitality 186

Hospitality Customer Centricity Customer Experience How To 186

Confirmit

APRIL 22, 2020

With the ever-growing data mountain that encompasses most corporations, it’s imperative to have an analyst on the team who can evaluate the information accurately, communicate it to the right people in the most digestible format, so necessary action can take place. Register to the webinar for your region. Australia: 28th May @ 11am AEST. Europe: 28th May @ 11am BST. North America: 28th May @ 11am EDT.

Return on Investment 40

Return on Investment Data Communication Customer Experience 40