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Glossary
Business Benefits and ROI

Quantifying the business value of investing in the customer experience.


Blog Entry
Rethinking the ROI of CX

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI?

Nicholas Zeisler,CCXP's profile image

Blog Entry
Showing ROI for your CX efforts

Today I bring it up to point out the difficulty in defining a return on investment (ROI) for your CX endeavors.

Nicholas Zeisler,CCXP's profile image

Blog Entry
Model for Sustained Customer Experience ROI

This is the Customer Voice building block for CX ROI...This is the CX Improvement & Innovation building block for CX ROI...This is the Customer-Centricity building block for CX ROI

Lynn Hunsaker,CCXP's profile image

Blog Entry
Value Chain Solution to VoC ROI

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research...That’s how you drive ROI and sustainable growth

Lynn Hunsaker,CCXP's profile image

Blog Entry
CX ROI via Actionability of Customer Intelligence

Do customer intelligence and actionability go hand-in-hand? The basic difference between data and intelligence is this: data are facts, and intelligence is the arrangement of data to convey meaning. In other words, intelligence is a capacity for applying a combination of facts. Customer...

Lynn Hunsaker,CCXP's profile image

Blog Entry
The ROI of Customer Experience (New Research)

Temkin Group just published the report, ROI of Customer Experience, 2018...We also describe a five-step process for calculating the ROI of CX for your organization

Bruce Temkin,CCXP's profile image

Blog Entry
What is the ROI of Common Decency?

I recently heard a business leader say, “Let me just tell you what this is about: it’s not about customers, it’s about making money. You can make customers happy by giving them service for free, but you will go bankrupt.” If that is the sentiment among your leaders,...

Cary Cusumano,CCXP's profile image

Blog Entry
More on CX ROI: Save AND make money

Again, there’s no silver bullet, but the broad general strokes of the ROI for CX fall really into two categories, as far as I can see: First, there’s the savings that go along with improving the efficiency and effectiveness of your internal processes.

Nicholas Zeisler,CCXP's profile image

Blog Entry
Exploring the Elusive ROI of Customer Experience Management

Immediacy : An over-focus on near-term revenue may be blinding us from seeing the whole equation and keeping us from managing CXM ROI more wisely...Sustainable CXM ROI requires a well-oiled machine in the people and process categories of CXM investment

Lynn Hunsaker,CCXP's profile image