Unabhängig davon, ob Ihr Programm für Ihr Unternehmen neu ist oder ob Ihr Ansatz für die Kunden- und Mitarbeitererfahrung in Ihrer Kultur verankert ist, haben Sie wahrscheinlich ein Auge auf den heiligen Gral geworfen: CX-ROI.

Das Erzielen einer Rendite auf Ihre Investitionen in die Kundenerfahrung ist ein fortlaufender Prozess, der sich ständig mit dem Markt weiterentwickeln muss. Und da sich unsere Welt in den letzten Jahren stark verändert hat, ist dieses InMoment-Webinar eine Meisterklasse im Nachweis des CX-Wertes in dieser neuen Realität.

Nehmen Sie an einem Gespräch mit den InMoment-Experten Jim Katzman und Eric Smuda zum Thema „Designing, Actioning, and Proving an ROI-Focused Program“ teil. „Wir werden eintauchen in

• Der Stand des Erfahrungs-ROI und wie wir die Lücke schließen können
• Verknüpfung von Bemühungen zur Kundengewinnung und -bindung
• Wachstum vorantreiben und die Kosten für die Kundenbetreuung senken
• Sozialisierung von Erfolgen und Förderung der Akzeptanz

CX-Experten können den ganzen Tag über Kennzahlen sprechen – aber sind diese Kennzahlen auch für Ihre Führungskräfte verständlich? In der Vergangenheit gab es eine Diskrepanz zwischen den Insights und den Handlungsmaßnahmen, die die Führungsetage priorisiert, und den Messwerten, die viele CX-Programme verwenden.

Deshalb hat InMoment den „Solve for X“-Ansatz entwickelt, der es vereinfacht Geschäftsprioritäten mit Hilfe von Experience Improvement umzusetzen.

Entdecken Sie mit Eric Smuda von InMoment und Erika Heald von CMSWire:

• Den „Solve for X“-Ansatz für Customer Experience
• Wie Sie die entscheidendsten Geschäftsbereiche identifizieren und priorisieren können
• Wie Sie die Kundenperspektive über die Zahlen hinaus effektiv vermitteln können

When CX leaders hear the word “retention,” their default definition is most likely “keeping current customers happy.” But true retention is about a much deeper customer relationship—and the tools that drive retention go beyond just surveys. 

Hear from InMoment experts Jim Katzman and David Van Brocklin as they discuss why—and how— we can broaden our definition and make retention an evergreen, ever important experience effort. You will learn about:

• The four cornerstones of customer retention 
• Tools you can use to drive retention
• Stories from brands who have successfully driven loyal customer relationships

Storytelling has become increasingly important in CX—especially when it comes to translating data into action. In a recent report, Forrester found that “data storytelling not only persuades the analytical part of the brain; it also uses emotion, a key driver of decision making.” In other words, regardless of your audience, every CX pro needs to become a world-class storyteller.  

In this webinar, InMoment’s Simon Fraser applies the art—and science—of storytelling to CX, giving CX professionals a powerful tool to supercharge their initiatives.    

Tune in to learn how to:

• Harness the power of story to affect change
• Create emotional and intelligent impact through stories
• Structure your stories to audience and objective
• Leverage the Voice of the Customer to inspire and persuade

Customer experience has taken measurement and metrics to an entirely new level. From NPS, OSAT and Customer Effort Score, to Net Retention and First Call Resolution—the ways to understand whether or not you’re headed in the right direction are nearly limitless. Now the question isn’t what you are measuring but if what you are measuring has meaning for your business.

Check out this InMoment webinar, where we’ll walk you through four guiding principles for metrics with meaning!

View Webinar Here

CustomerThink research revealed that just 7% of CX initiatives have created competitive differentiation. Only 23% have realized tangible benefits. Add it up, and less than one-third of CX initiatives can claim the clear „win“ that CEOs are demanding.

Will your company be a success story, or end up as roadkill on a failed CX journey?

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Brands have significant blind spots when it comes to truly understanding their customers.

In order to help you keep up with your evolving customers, our SVP of CX Strategy, Brennan Wilke has teamed up with CustomerThink.com to discuss findings from InMoment’s 2018 CX Trends Report.

Watch the webinar below to learn about the latest developments and this year’s industry hot topics!

https://inmoment.wistia.com/medias/jqkpld2u0g?embedType=async&videoFoam=true&videoWidth=640

InMoment’s 2017 Retail Trends Report explores the changing landscape of retail, and in the process, uncovers the essential yet distinct roles that both technology and human beings must play to satisfy the changing needs of consumers.

In this webinar, InMoment’s SVP of CX Strategy, Brennan Wilkie, discusses the highlights from the company’s 2017 Retail Trends Report. Tyler Saxey, Director of Customer Experience for Foot Locker, discusses how these trends are impacting retailers, and what’s on the horizon.

https://inmoment.wistia.com/medias/zby8neexbf?embedType=async&videoFoam=true&videoWidth=640

In a perfect world, your CX efforts would be a top priority throughout your entire company, but that’s not always the case. With top-level buy in being so necessary for success, it falls on CX leaders to create a CX business case and prove ROI before any substantial progress can be made — but how?

In this InMoment webinar, guest speaker Maxie Schmidt-Subramanian, principal analyst serving customer experience professionals for Forrester, will share:

• How CX Leaders can quantify the financial benefits of customer experience
• Creating a cost road map
• Crafting an ROI model that allows you to make quick wins and meet long term goals, ultimately bettering your business with premium customer experience

https://inmoment.wistia.com/medias/mg0lmmdfru?embedType=async&videoFoam=true&videoWidth=640