Are you in a CX role? We want your input. Help Us Shape the Future of the CCXP. Click here.
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...
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...
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,...
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
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...
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
This study uses data from CX professionals to understand the challenges and opportunities that exist in quantifying the ROI of CX. #MetricsMeasurementandROI #CommunicatingROI #FinancialMetrics
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...
Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping...
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...
Gold
Silver
Bronze