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Be careful what you measure!

I recently fielded a question from someone regarding moving NPS ratings from 8s to 9s. I asked why that was important. It was noticeable that the question was posed in terms of numerical scores, rather than moving Passives to Promoters , so I was curious. Digging a little further I found...

Nicholas Zeisler,CCXP's profile image

Blog Entry
More on CX ROI: Save AND make money

I have written previously a couple times about return on investment for CX. In fact, there are volumes of articles and books written about it. It’s almost as though there’s a sense of having to prove ourselves as CX professionals constantly. Now, in previous professional lives, I’ve been...

Nicholas Zeisler,CCXP's profile image

Blog Entry
Model for Sustained Customer Experience ROI

Proving strategic impact on your organization's success is a key to career mobility and customer experience maturity. A close look at the most prevalent customer experience practices reveals that we’re “putting the cart before the horse” with near-brute-force on business results (referrals,...

Lynn Hunsaker,CCXP's profile image

Library Entry
Partners In CX: How CX Leaders Can Team-Up with Contact Centers to Demonstrate the ROI of CX (Webinar Presented by Zendesk)

CX programs must show return on investment to their senior leaders--and contact centers can be an essential partnership in making this happen. Changes made in customer-facing processes can have major cost-reduction and revenue generation outcomes while improving pain points across the customer...

CXPA Webinar Presented by Zendesk_ Partners In CX_ How CX Leaders Can Team-Up with Contact Centers to Demonstrate the ROI of CX.mp4


Blog Entry
Improving CX: UP and IN

It’s not always easy to get through the din of corporate metrics. But as a CX professional, it’s our responsibility not only to take them seriously ourselves, but to drive awareness and interest in them within our organizations. With financial and operational KPIs front-and-center, Chief...

Nicholas Zeisler,CCXP's profile image

Library Entry
Quantifying the ROI of CX by CXPA and West Monroe Partners

How can CX leaders better quantify the ROI of CX? Learn more in CXPA and West Monroe Partners' joint research. #2019 #MetricsMeasurementandROI

November 19.CXPA and West Monroe.ROI of CX.pdf


Library Entry
Quantifying the ROI of CX

This study uses data from CX professionals to understand the challenges and opportunities that exist in quantifying the ROI of CX. #MetricsMeasurementandROI #CommunicatingROI #FinancialMetrics

November 19.CXPA and West Monroe.ROI of CX.pdf


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. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value...

Lynn Hunsaker,CCXP's profile image


Blog Entry
Introducing the Customer Experience Hierarchy of Needs

Introducing the Customer Experience Hierarchy of Needs Originally posted on LinkedIn: https://www.linkedin.com/pulse/introducing-customer-experience-hierarchy-needs-michael-g-bartlett?trk=prof-post After conducting a lot of research consisting of observations, interviews and internal...