eglobalis

JULY 2, 2024

In CX, the same applies to CSAT, CES, and whatever. Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs. The exact same criticism can be made about every metric for everything. In accounting, your Net Operating Profit number tells you nothing about causes.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

Heart of the Customer

SEPTEMBER 20, 2017

In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about. The post Your CX Scorecard is Probably Measuring the Wrong Thing appeared first on Heart of the Customer.

Scorecard 79

Scorecard CX Net Promoter Score Customer Experience 79

Adrian Swinscoe

JULY 9, 2021

There’s a reason why strategy frameworks like Balanced Scorecard (BSC) have the ‘Customer’ as the […]. The post Creating outstanding CX from the top-down and bottom-up first appeared on Adrian Swinscoe. This is a guest post from Matt Roberts, co-founder of Zokri.

Scorecard 130

Scorecard CX 130

RateMyService

APRIL 14, 2025

The era of gut-feel customer experience (CX) is over. There is increased pressure on teams to deliver better CX. Background In collaboration with the Institute of Customer Experience, Kenya , we gathered insights from 200+ CX professionals between February and March 2025, through our experience management platform.

CX 52

CX Scorecard Finance NPS 52

Zendesk

OCTOBER 11, 2021

To maintain their competitive advantage, CX leaders have been using customer service quality assurance reviews to uncover product, process, and market insights. The first thing we did was to look at the traditional indicator currently favored by CX teams—CSAT. Every brand is different, and every CX team’s goals are different.

Scorecard 98

Scorecard Net Promoter Score CX Customer Satisfaction 98

Retently

OCTOBER 11, 2024

Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality. These tools integrate seamlessly with broader CX metrics for a comprehensive view of customer satisfaction.

Retail 135

Retail Scorecard Sentiment Analysis Customer Service 135

Execs In The Know

OCTOBER 7, 2022

VMOs realize that routine site visits aren’t worth as much as a robust governance model and scorecard based on mutual success. Design performance scorecards that drive the desired results. A performance scorecard that drives the desired results is vital. This is because your scorecard may change over time.

Scorecard 98

Scorecard Government Contact Center CX 98

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 121

CX Customer Experience Education Machine Learning 121

1 to 1

APRIL 10, 2025

Read full version here: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

ClearAction

APRIL 3, 2015

So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX). Engaging HR professionals with their internal customers and with the company’s strategic intent of CX management is viewed as very important to CX success. Both CX and HR require high emotional intelligence.

Customer Experience 121

Customer Experience VOE Government Scorecard 121

PeopleMetrics

OCTOBER 25, 2017

If you’re not investing in CX, it’s very likely that your competitors are. The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1. CX is not as fluffy as it may seem. The best CEM programs unify your entire enterprise around CX and the VoC.

CEM 122

CEM Customer Experience VOC Government 122

Heart of the Customer

SEPTEMBER 28, 2017

I wrote last week about why Your CX Scorecard is Probably Measuring the Wrong Thing. Now, on a flight home from a client workshop, I have a chance to catch up on some old reading. And it turns out that your CEO likely agrees. You may not be spending time in the right areas – or, at least, not making […].

Scorecard 79

Scorecard CX Customer Experience 79

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model. ” (silos!)

Sports 62

Sports CX Scorecard Touchpoint 62

PeopleMetrics

JUNE 16, 2015

The CX Feud! DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. And only two-thirds are tracking CX as a metric on the company scorecard, alongside financial and operational KPIs.

Net Promoter Score 96

Net Promoter Score Scorecard Gaming CX 96

ClearAction

JUNE 8, 2015

The Formation of Customer Experience (CX) Teams. While formal CX management is a relatively new endeavor for many companies, the experience of customers has in fact been managed by various people all along. Success Factors for CX Teams. CX Team Dysfunction Affects the Customer Experience. Executing a Clever Playbook.

Sports 94

Sports Customer Experience Scorecard CX 94

ClearAction

APRIL 18, 2015

Customer experience (CX) is all about people getting what they need in their lives. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. —@RickClements01.

Customer Experience 96

Customer Experience Social Media CX Scorecard 96

Logicalware

OCTOBER 12, 2021

Third, scorecards must be? a rating out of?5?for?confidence?–?but?it’s confidence?–?but?it’s it’s important all interactions are?assessed?in in the same way.?Using?a?standard?scorecard?can to maintain?consistency, consistency, reduce bias,?and and ensure?scores?can analysed and compared over time. a wealth of data?that?you

Scorecard 98

Scorecard Actionable Insights Compliance Construction 98

Lumoa

JANUARY 31, 2023

Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? Many businesses are participating in the customer experience race: “whose cx is the latest and the greatest”. Cross-organizational silos.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Taylor Reach Group

NOVEMBER 29, 2019

The role of this team is to evaluate agent interactions with customers against a predetermined scorecard. .” Most contact centers have a quality assurance or quality evaluation team. The items on this score card typically consist of elements that we, as the organization, think are; or should be; important to our customers.

Contact Center 107

Contact Center Scorecard Customer Satisfaction Retail 107

Taylor Reach Group

DECEMBER 11, 2019

Some organizations employ re-earnable bonuses based on a balanced scorecard. Maintain accurate performance data – Well designed performance reporting (Balanced Scorecard) depends on timely and accurate data. Motivation and Incentives. Contributing Factors.

Customer Experience 119

Customer Experience Contact Center Scorecard Customer Satisfaction 119

Lumoa

FEBRUARY 20, 2018

Many businesses are participating in customer experience race: “whose cx is the latest and the greatest”. Changes implemented within silos seldom translate into significant CX improvements. Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

Customer Bliss

MARCH 15, 2019

Create A 90-Day Plan For What You Want Your CX to Look Like. Chelsie explains that when she first stepped into the role , she created a 90-day plan, thinking through what she wanted the CX to look like in the end. As CX leaders, you need to understand how can churn be impacted through better customer experience.

Scorecard 64

Scorecard NPS Customer Journey Map CX 64

Taylor Reach Group

SEPTEMBER 6, 2017

.” In terms of the right elements, there is always a danger that our internal scorecard becomes too inwardly focused and we lose perspective on what is really important to the customer. That is why QA programs need to be informed by Customer Satisfaction (CSAT) and CX evaluations to represent the customer perspective.

Scorecard 61

Scorecard Customer Satisfaction CX Customer Experience 61

Fonolo

SEPTEMBER 21, 2023

We’re hoping that CX leaders realize the key to outstanding service is ensuring their employees are happy. CX leaders are finally realizing the key to outstanding service is happy employees. Let them fill out a scorecard template and answer general questions about their work.

Net Promoter Score 87

Net Promoter Score Contact Center Construction Scorecard 87

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. 2018 will be the year of CX and AI.?

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Zendesk

APRIL 12, 2022

As part of Zendesk’s CX Moment virtual event series, we spoke with Compass’ director of customer support, Amy Velligan—who spent 10 years at Walmart as the director of customer care—about how she applies the lessons she learned at the nation’s largest retailer to one of the fastest-growing real estate companies in the world. Missed our chat?

Real Estate 52

Real Estate CX Scorecard Retail 52

Customer Bliss

JANUARY 11, 2018

During this CX process, it’s critical that the CCO “earns” the right to people’s engagement in the work across the organization. CX Click To Tweet. #2. CX Click To Tweet. #4. Planning starts with each silo’s budget allocated, existing projects, ad their scorecards.

Customer Experience 67

Customer Experience Scorecard Engineering Start-ups 67

Totango

MAY 6, 2019

This feature includes three new segment definitions: Direct reports of… Direct reports that are not managers… All reports of… These segment definitions can be used to dynamically add and remove members from SuccessTeams, update Scorecard KPIs, control access to customer data and more.

Scorecard 13

Scorecard Touchpoint Business Management CX 13

Gainsight

DECEMBER 14, 2020

Still, with Gainsight CX , you can quickly launch interactions, like a walk-through or an NPS survey, using turnkey solutions and no additional code. Because Gainsight CX is a customer experience management solution, it combines surveys, journey orchestration, and analytics.

Scorecard 52

Scorecard NPS CX Omnichannel 52

Intercom

APRIL 7, 2021

Together, we surveyed hundreds of CX professionals, team leads, managers, and executives to get a deeper understanding of how they measure and improve support quality. To do this, you can create a scorecard that will help you to track your own unique internal quality score (IQS) based on the criteria you value most.

Scorecard 64

Scorecard Start-ups Customer Expectations Customer Service 64

Execs In The Know

JANUARY 8, 2023

No matter what industry you’re in, as a CX leader it’s important to stay on top of current outsourcing trends and strategies as you navigate the ecosystem. Making Your Customer the Priority, Then Working Backward Many customer experience (CX) leaders are focusing on thinking about how they can meet the customer where they want to be met.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

ClearAction

MAY 31, 2015

Employee Engagement in Balanced Scorecards. How Human Resources Can Add Value to Customer Experience Excellence. Customers First, or Employees First ? Customer Experience Improvement is a Team Sport.

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100

Customer Bliss

NOVEMBER 17, 2017

Scorecards Shouldn’t Define Company Goals. Their success was tied to their scorecard—scorecards that connected to internal goals about the company’s growth—not about their roles in improving customers’ lives. I’m reminded of a keynote speech I gave for a large homebuilding company. To get the customer to add more options”.

Scorecard 51

Scorecard Start-ups CX Customer Experience 51

Gainsight

JULY 2, 2019

We unveiled the Gainsight Customer Cloud that includes incredible products like CS, PX, CX, CDP and RO—all purpose-built to drive customer success across the entire company. This year at Pulse 2019, Gainsight officially made our biggest product announcement ever.

Customer Experience 70

Customer Experience Scorecard Finance Touchpoint 70

Gainsight

DECEMBER 21, 2020

C360 integrates with all other Gainsight features, such as PX, CX, and RO, providing a comprehensive ability to manage your customers. CS Scorecard can leverage a flexible framework with multiple health scorecard models. It points directly to particular customers when analyzing retention and churn. That is a retention killer!

Scorecard 59

Scorecard Touchpoint Engineering CX 59

Customer Bliss

MAY 5, 2016

In addition, teams often aren’t assembled with the commitment of the leaders of the assembled team members in full. Translation: they agree in a meeting…but this new work is not on the scorecards or included in the KPI’s (key performance indicators) of the experience team members.

Customer Experience 73

Customer Experience Scorecard Innovation CX 73