There are seven different ways to define customer success. Only one counts.

there is nothing more important than customer success in today’s digitally connected economy. It’s at the core of what we call the XaaS Effect, where XaaS (pronounced ‘x-ass’) stands for Everything-as-a-Service, and continuous digital connection allows vendors to engage with customers, monitor their experience, and iteratively improve the contribution they make to customer success.

Read More »

Proving The Value Of CX

In this report, our objective is to help executives across the globe become better customer experience (CX) leaders. We outline everything you need to develop a robust CX strategy and make it happen. From a comprehensive background of CX to the customer-centric culture needed to make your company an authentic experience brand, we equip you with the tools you need to unify your stakeholders, gain buy-in from the C-suite, and demonstrate ROI for CX investments.

Read More »

Research Deliverable: Metrics 06Dec21

Our objective in developing this report on feedback and measurement, testing its findings, and presenting a set of recommendations is to:

Establish a set of metrics that will support the continuous conversion of all targeted customers, including detractors, into brand advocates.

Use these metrics to continuously improve the efficacy of critical capabilities and programs that enable execution of the Customer Strategy.

This will, in turn, clearly link the elements of that strategy, including the metrics, to those used in operating the rest of the business.

Read More »

Quantifying the ROI of Customer Experience

To gain a better understanding for how leaders are attempting to quantify returns on investment (ROI), we partnered with the Customer Experience Professionals Association (CXPA) to conduct a survey of 75 customer experience professionals. Respondents reported that their company’s leaders find it highly important—9 on a scale to 10—to demonstrate the financial impact of customer experience investments.

Read More »

Research Report-out: Feedback & Measurement

Our objective in developing this report on feedback and measurement, testing its findings, and presenting a set of recommendations is to:
Establish a set of metrics that will support the continuous conversion of all targeted customers, including detractors, into brand advocates.
Use these metrics to continuously improve the efficacy of critical capabilities and programs that enable execution of the Customer Strategy.
This will, in turn, clearly link the elements of that strategy, including the metrics, to those used in operating the rest of the business.

Read More »