By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? Customer experience leaders often face hurdles in budget approval because customer experience ROI has not been forecasted or quantitatively expressed. All [...]
By Swati Sahai Research has found that Americans spent more than 900 million hours on hold in a single year. That adds up to 40+ days on hold for every person over the course of a lifetime! For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call [...]
There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. This definitive list of 27 call center metrics and KPIs will help ensure you are not missing out on any essential metrics and help make strategic choices about which KPIs to track.
Customer journey analytics can calculate NPS within the context of millions of unique customer journeys to reveal the customer behaviors that most impact your Net Promoter Score. This blog post shows you step-by-step how to calculate NPS for your key customer journeys using journey analytics.
Most companies are only now waking up to the idea of applying AI to improve customer experience measurement—so most don’t even know how or where to begin. In this blog post, I detail eight uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you’re already collecting and making that data actionable.
To take your customer experience measurement program to a level where it starts producing actionable results, you need to measure the right things within the context of the customer journey, and make use of those customer experience metrics in the best way possible. This blog post lays down five detailed ways in which you can use the customer experience metrics you collect to take direct actions that improve your customers’ experiences and maximize gains for your organization.
Customer journey analytics is a lot more than a software solution—it is a whole new approach to analytics that involves having a journey-based mindset and becoming customer-obsessed. This first post in a two-part series describes detailed steps to help plan your customer journey analytics implementation strategically.
What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. It’s actually retaining an existing one. This post takes an in-depth look at why customer retention matters and ten powerful ways in which customer journey analytics can help you immediately improve customer retention.
Without a single customer view and real-time insights, organizations struggle with data integration, identity matching and delivering the quality experiences that customers are looking for today. This post provides 4 steps you can use to create a single customer view and deliver a better customer experience.
Take a detailed look at upsell and cross-sell and why they are important marketing and customer experience tactics. Discover 5 essential steps to find new upsell and cross-sell opportunities using customer journey analytics.