CXPA Rochester Network March Event : Winning through CX: Showing the Financial Impact w/ Jim Tincher Date : Thursday, May 30th (12:00PM - 1:00PM EST) Event Description: Most CX programs can't prove that they're creating business impact. Whether you follow CustomerThink, the XM Institute...
CXPA Rochester Network February Event : Four Gold CX ROI Metrics w/ Lynn Hunsaker Date : Thursday, February 22nd (12noon - 1pm EST) Event Description: When you focus on 4 new customer experience metrics, you’ll find greater progress in 20 CX and financial metrics. How is...
Introduction In the world of business, making more money boils down to three main things: getting existing customers to buy again, encouraging them to spend more each time, and bringing in new customers. Think of it as a musical symphony where customer satisfaction sets the tone for...
Insights Utilization Rate is a new phrase I’ve coined to represent how well your enterprise is absorbing, adopting, and acting on insights about customers (CX), partners (PX), and employees (EX). You rely on these 3 groups to run your business! Customers fund your budgets and salaries, and...
Event Description: There's no argument that the number one litmus test for a customer experience program is its return on investment. And, while the primary way to measure ROI is financial, what does that really mean? And, is there other business value created beyond dollars and cents that...
Event Description : In this session, Mark Ratekin , CCXP, Head of Global CX Consulting at Forsta, will provide a brief history of CX measurements, with an emphasis on the metrics that have been routinely used in CX programs. Mark will then facilitate a dialogue on the considerations that...
CXPA recently released a new publication focused on how CX professionals and data owners in their organizations can collaborate more effectively one another. One of the co-authors of the publication, Jessica Zeroual, CCXP, joined CXPA’s Gabe Smith, CCXP for a CX Day discussion on the inexorable...
Quantifying CX ROI has been a top challenge, but it's amazingly simple when you take the right approach. Imagine a CX issue that is chronically at the top of every CX report in Service, surveys, churn, and so on. This CX issue costs 20 hours weekly for Customer Service reps and 4 hours...
This article is an upcoming part of How to Focus on the Most Profitable Segment for Maximum Growth Potential: Step-by-Step Guide Imagine a sunny day at the beach, where a skilled surfers stand on the shore, gazing out at the vast ocean. With a determined look in their eyes,...
This article is an upcoming part of The Art of Staying Focused on the Right CX Strategy to Reach Success Developing a business case for a Customer Experience Strategy is like riding a surfboard on the ocean. Just like a pro surfer anticipates the next wave and adjusts their...
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