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Customer Experience

Three Ideas for Showing the ROI of Experience Improvement (Once and For All)

Group of people in a business meeting working to improve customer experience

Let’s be frank—establishing a customer experience (CX) program’s return on investment (ROI) is one of the greatest challenges that CX practitioners and the organisations they serve face in the modern experience landscape. 

Did you know, according to Forrester research, only 14% of CX Professionals strongly agreed that ROI from CX is well established in their firm?

Across all businesses, the entire C-Suite leadership team is looking to validate an experience program by understanding: what is the financial impact of my CX investment?

The dilemma we face as CX and EX professionals is that across our organisations people can rationalise the need and function of excellent customer experiences with relative ease. We easily create an “emotional connection” and take the leap of faith that our belief will be true.

However, at a business level, when we are looking to make decisions to invest more in our voice of customer and voice of employee programs, we as CX/EX professionals often struggle to show the return on the CX and EX investment and thus can miss out on further invested funds as the rational minds look to maximise returns on what is tangible.

Here are some suggestions I’ve put together to enable the organisation to be customer centric, but also to understand how that centricity adds value to the organisation beyond “emotional connection”.

First Up: Map Your Program to Economic Pillars

In order to prove business value, it’s essential to draw a line back to economic pillars. Here are a few examples of economic pillars that could be affected by your experience program:

  1. Customer Acquisition. Understand the market environment and changing consumer preferences.
  2. Customer Retention. Address organisational or procedural issues that negatively impact customer experience.
  3. Cross-sell and Upsell. Identify opportunities to expand loyalty and share of wallet within existing customer base.
  4. Minimise Costs. Find areas for achieving greater efficiency, eliminating unnecessary elements.

Next: Understand Your Driver Tree

While the industry conditions and expectations for a CX investment vary from one organisation to another, there are basic ingredients across the board that should be included in your benefits driver tree. 

CX practitioners have a much greater chance of proving financial linkage between CX and ROI if they can demonstrate CX’s ability to increase revenue, decrease costs, and reduce capital.

These pillars are fundamental to how a company’s CEO and CFO manage a business (and how both shareholders and the broader market evaluate a brand’s future viability).

When looking at the wider driver tree there are some more common areas of focus the VoC programs can focus on like a reduction on failure demand costs, a reduction of churn, an increase in tenure and more—see graph below.

Finally: Build Your Financial ROI Roadmap

To win the minds of your executive leadership team, it’s really important for each listening post (i.e. survey program) to think about the related operational and finance measures already being used by the business and link to those so the program is relevant. In other words, you need a financial ROI roadmap to continually point back to.

For example, your roadmap might include steps to reduce repeat calls or reduce wait times. An in-person brand could be focused on sales, basket size, queue time. For an episode survey like onboarding, it could be increasing product/service uptake or reducing early tenure churn. Your organisation already has success metrics that it’s focused on. Find out what these are and draw a link.

Focus where you can on cost saving assumptions first, as these models are typically easier to defend than revenue based models (e.g. reducing churn, increasing share of wallet, increasing average tenure or LTV). They generally require less calculations, less assumptions, and less time to prove an impact. For example, failure demand—where you identify the issues that drive avoidable contacts into the organisation—can be much quicker to identify and act upon. Empowering frontline teams to deliver better outcomes, increasing engagement and reducing staff attrition (or turnover) is another. But something like proving the multiplier effect on acquisition (so how WOM drives new business) is often a lot harder.

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

From Boardroom to Breakroom: How to Make Your Organization an Experience Improvement Machine

Experience Improvement

You’ve heard us talk about how your employees are the best resource you have when it comes to experience improvement, but how do you truly harness their power? What decisions and changes can you make in the boardroom that empower employees in the breakroom to deliver on customer experience?

The truth is that training for a customer-centric culture on a location-by-location basis is simply not enough. Because when it comes down to it, turning your employees into your best customer experience advocates is an initiative that needs to be led, enforced, and encouraged on an organizational scale.  

If you’re looking to get started and lead the way for your organization, we’ve broken down your mission into four key parts. And we’re including specific actions you can take to transform your employee culture into something that puts the customer at the heart of everything. Let’s dive in!

Mission #1: Dial in on Core Competencies 

To get anywhere, you first need to understand where you’re headed, right? This is especially true for your Experience Improvement (XI) strategy. 

At the beginning of your journey to a customer-centric culture, you must first craft detailed definitions of the competencies required for employees to deliver on your organization’s ideal customer experience. Additionally, it wouldn’t hurt to audit the level of the required competencies in staff who are currently carrying out customer experience management roles and compare them to your required standards.

Once you understand where you are and where you want to be, you can implement a competency development plan that includes a mix of formal training, on-the-job coaching, mentoring, self-learning, etc. 

Examining legacy and new training initiatives that impact customer-facing staff allows you to ensure that the messages and techniques employees promote are consistent with your organization’s customer experience strategy.

Mission #2: Publicly Encourage a Customer-Centric Culture

Now that you know what your end goal is, don’t let your mission of creating a customer-centric culture be an afterthought in your organization. Be loud about it! 

You should have plenty of examples of best-case scenario customer/employee interactions from your feedback data, so take advantage of them. Regularly share examples of behaviors that illustrate your organization’s desired customer culture. You should include perspectives about what individuals did and indicate why those specific actions had such a positive impact on customers. You can do this in an internal newsletter or use our Moments app to share with company leaders.

Additionally, make sure you’re in constant communication with human resources. You need to ensure that recruitment processes have explicit steps in place in order to check that potential candidates possess the attitudes and beliefs that are consistent with your organization’s customer culture. That way, any person you bring in is already on the same customer-centric path as your company.

Mission #3: Engage and Motivate Employees

You’ve started openly and actively discussing your customer-first perspective; now it’s time to get employees motivated to join in.

Within key teams, identify social leaders or customer experience all-stars and harness their influence by asking them to lead training exercises. Be sure to arm them with coaching materials and other collateral that break down your organization’s approach to customer experience. You can even supply them with feedback data so they can relay to the team exactly what behaviors or processes need to be replicated or improved.

At the same time as you want to be a cheerleader for your initiatives, it’s also important to understand the questions and potential resistance some line managers and supervisors may face when implementing any changes. That’s why it’s vital to hear them out and  support them via training, supplemental materials, and processes to implement desired actions and maintain continuous improvement.

Additionally, you need to be mindful when it comes to employee incentives. You want to be sure that reward structures reflect your customer strategy. For example, many CX programs have shifted their focus from metrics to big-picture business improvements via customer acquisition, retention, cross-sell and upsell efforts, or by reducing costs. When they make this shift, they often change their rewards programs from incentivizing customer surveys to rewarding employees who have been shouted out by customers for providing an exceptional experience.

Mission #4: Organize with Customers in Mind

Just as your training initiatives and rewards programs need to be aligned with your Experience Improvement strategy, so too must your org chart and processes be equally aligned. 

Review existing barriers to delivering your desired customer experience, paying particular attention to handoffs between functions/departments and to potential conflicts in functional objectives and targets. 

For instance, let’s say that customers are complaining that it takes too long to have an issue resolved in your online portal. You investigate and find that, in order for any online portal issues to be fixed, a customer must call up your contact center, which in turn must hand that customer off to the IT team in order to actually fix the issue. An organizational solution to such a problem would be to have a team in your contact center dedicated specifically to online portal issues so there is no lengthy handoff.

Additionally, your customer team should have a window into any proposed organizational change to assess—and, if necessary, mitigate—any potential negative impact that changes might have on the customer experience. Remember, your goal is to have everything in your organization—including the way your org chart is structured—work toward the good of your customers. 

Strategizing for Experience Improvement

In the end, Experience Improvement isn’t something that can merely happen overnight. It takes hard work and dedication to create a customer experience that keeps customers choosing you over the competition. And, in a world where customers have more options than ever before, being able to differentiate on the experience means everything, making your experience improvement strategy something everyone—board members and frontline employees alike—can get behind.


If you’d like to learn more about how your employees can help to foster your ideal customer experience and fuel your financial success, check out our new infographic, “How Employees Can Help You Grow Customer Loyalty & Value”

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

New RG 271 Regulations Are Coming to the Australian Financial Services Industry: Is Your Customer Experience Program Ready?

RG-271

The 5th of October of this year marks an important deadline for the financial services industry: there are new Internal Dispute Resolution (IDR) standards and guidelines outlined in Australia’s RG 271. And for many companies, this is proving to be a difficult nut to crack. A lot of customer experience (CX) teams are being asked by the business to solve new problems for the first time. This marks one of the first times that many elements that make up a holistic CX program will dictate a financial services firm’s adherence to a legally enforceable regulatory requirement.  

There are two ways to look at this—you can take on the new regulations as a difficult inconvenience, or instead, there’s an opportunity for CX and insights initiatives to demonstrate ROI and start adding significantly more value to the wider business. Here at Pearl-Plaza, we would advocate strongly for CX and Insights teams to see this as an opportunity.

RG165 Is Out and RG271 Is In. What’s Changing? 

  • The definition of ‘complaint’ now incorporates dissatisfaction expressed on social media. “It is the complainant’s expression of dissatisfaction (that meets the definition of ‘complaint’ in RG 271.27) that triggers a firm’s obligation to deal with the matter according to our IDR requirements, not the referral of a complaint to a specialist complaints or IDR team.” 
  • There is a reduction in deadlines for complaints, including superannuation complaints. “Staffing numbers must be sufficient to deal with complaints in a fair and effective manner within maximum IDR timeframes. This includes resourcing the IDR function to deal with intermittent spikes in complaint volumes.”
  • There is updated guidance on the identification and management of systemic issues, including the role which the boards and the front line staff have to play in the process.  “Financial firms must also have robust systems in place to ensure that possible systemic issues are investigated, followed up and reported on.”  “Firms should analyse complaint data regularly so that they can: (a) monitor the performance of the IDR process; (b) identify possible systemic issues and areas where product or service delivery improvements are required;”

A key takeaway for CX and Insights teams—and what makes this such a difficult regulation to adhere to—is the blurring of the lines between unsolicited/unstructured feedback and a traditional complaint. Likewise the traditional strategic “outer loop” has now become a compliance requirement.

So how can CX and insights teams become compliance heroes? Here are three ideas for complying with new regulations while elevating your program at the same time:

Tip #1: Use Text Analytics to Uncover Implied Dissatisfaction

Implied dissatisfaction is an incredibly hard thing to identify, but is a key component of RG 271 compliance. Explicit dissatisfaction is as easy as someone giving you a low NPS score in your opening question. However, uncovering the true implied meaning in their responses requires a high level of technological sophistication. This is especially true at scale, where this process must be automated. There are several approaches to text analytics that can start to provide this insight, and they work in roughly the same way. That is, all verbatim (unstructured written or transcribed communication) is run through an analytics engine, and keywords and phrases that are used in the text then categorise the communication according to a predetermined set of rules (knowledge-based and/or machine-learned). In addition to determining categories, most text analytics solutions will also determine the sentiment associated with each category. Also, some advanced text analytics solutions will also determine what (if any) emotions are being expressed.

To make that distinction, we first need to define the difference between sentiment and emotion. 

  • Sentiment is essentially a 3 point score (positive, negative, and neutral (and/or mixed which indicates that both positive and negative sentiment are present)). 
  • Emotion, on the other hand, is a deeper expression of feeling that goes beyond simple positive/negative. 

At Pearl-Plaza, we have a team of linguists and behavioural scientists who currently map verbatim into 14 different emotions, and this keeps growing. Just as multiple categories and sentiments can be expressed in a single comment, so, too, can multiple emotions. The difference between sentiment and emotion is important. Take for example the following phrase:

“As a customer we have received an abysmal level of service. On top of that the system is so complicated that it requires lots of effort to understand it and make sure I have not been invoiced incorrectly. Thankfully the person who helped me was very good, he had all the answers and my problem was sorted out quickly and professionally”

There is both positive and negative sentiment in this statement, and sentiment analysis would likely place this in a neutral/mixed basket overall, with negative sentiment associated with service and system, and positive sentiment associated with staff and problem resolution. However, if you look at the emotions, the first section expresses Anger, Confusion, and Dissatisfaction. The second part—although expressing positive sentiment about the staff and the problem resolution—does not really express any emotion.

Although sentiment analysis may pick up some implied satisfaction/dissatisfaction, customers are not binary, especially when ranting on social media. Human communication is significantly more complicated than a simple “positive, negative, or neutral,” and having emotional analysis can identify more complex customer expressions. 

Tip #2: Leverage Case Management to Manage IDR Complaints

Most financial services firms have both a complaint management system and a case management program running simultaneously. Even complaints management and customer advocacy often sit in different business units according to the team responding to detractors. 

RG 271, however,  has removed the distinction between the feedback and complaints. Where does “feedback” end and a “complaint” start?  We would encourage any organisation with a comprehensive case management system to look at combining the two functions and using the case management capability to help drive efficient resolution. The goal is to meet the reduced timeframes whilst trying not to increase the cost of management.

In order to manage the challenge, you need to be able to strategically disaggregate the responses. If you already know the problem the customer has, you can route their case to the right person automatically, and you can give your staff insight into the customer’s complaint straight away. This will allow you to streamline your processes and increase your ability to respond effectively and efficiently at speed.

However, most organisations’ complaints systems do not have the ability to pinpoint the drivers behind customer sentiment to understand what the root cause of the problem is. But many CX programs have the ability to run layers of text analytics at speed in order to provide immediate and accurate routing of cases.Likewise, a good case management system has many layers of rules in a hierarchy that automatically control the case routing to ensure that there is no overloading or double handling.  

Many communications can also be automated by leveraging a robust case management system. By reducing manual handling as much as possible, you increase the capacity of your team to deliver on the requirements of RG 271. More importantly, it allows you to deliver a better service to your customers.

Tip #3: Use Text Analytics to Uncover Systemic Issues

Text analytics is the tool of choice for deriving meaning from unstructured text. Most commonly, this involves categorising words and phrases to uncover key themes and trends in verbatim at scale. Now, not all text analytics is created equally and to be effective you need a high degree of accuracy, combined with other statistical analysis tools such as correlation analysis. 

If your organisation has a text analytics capability, it is likely that it exists within your CX and insights initiatives, and not the complaints management function (where one-to-one recovery is more of the focus).  Collating feedback data, complaints data, other unstructured data (social, webchat, etc.), and operational/behavioural data in one place, then applying text analytics to that data is the most efficient and effective way to uncover key systemic issues that are causing complaints.

The benefit to this approach is not just compliance to RG 271, but also is a fantastic way to identify fracture points, reduce cost to serve, and reduce churn, whilst maintaining compliance.

As an example, one of our health insurance clients tasked their CX team to address a critical pain point for customers—excessive contact centre wait times. The team had to figure out a way to reduce failure demand (avoidable call volume) rather than increasing available staff. 

To determine what was driving the greatest volume of avoidable calls, the client reviewed multiple data sets including call reason codes, agent call notes, NPS survey results, complaints data, agent feedback, and qualitative research. No individual data source delivered sufficient levels of insight into the underlying challenges, nor were they providing adequate coverage across all the calls they were receiving.

As a result, the client leveraged Natural Language Processing (NLP) powered text analytics, which was applied to 12 months worth of agent call notes. The subsequent analysis generated a custom text analytics category set incorporating 184 unique categories. Tens of thousands of call notes were then categorised at a phrase level with sentiment also assigned. Then each comment was married up to detailed operational data to enrich the analysis.

By addressing the pain points surfaced through the failure demand analysis, the client was able to reduce 20% of total calls coming into the call centre. The financial impact was very significant, saving the company millions of dollars in operating costs and ensuring that the business did not have to continue expanding its contact centre workforce in line with overall business growth. All of this without sending out a single survey!

Here at Pearl-Plaza we strongly encourage the CX and insights teams to take ownership of this element of RG 271 compliance, as it is in alignment with one of the core capabilities that should already be embedded in their initiatives. Compliance also results in significant business value and further demonstrates the value of customer experience across the business.

Wrapping Up 

At a time when many organisations are struggling to demonstrate the value of customer experience, RG 271 has made a robust inner loop and outer loop a compulsory requirement. As long as CX and insights teams can keep control of these processes and continue to demonstrate compliance as well as business impact, then this is a real opportunity to move up the value chain.

Want to learn more from the experts at Pearl-Plaza? Check out our Pearl-Plaza Resources Page, which is packed with industry thought leadership, best practices, and more!

*All quotations are from this article.

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

Proving ROI: A Holistic Approach to Upselling and Cross-selling Customers

Upselling and cross-selling customers

Cross-selling and upselling customers gets a bad rap in the world of customer experience (CX). A lot of brands hesitate to enact full-on initiatives because they don’t want to come off like the worst stereotype of a pushy car salesperson to their clients, and while that’s a worthwhile concern, it’s not the true nature of cross-selling and upselling. In fact, when handled properly, cross-selling can let your customers know that you’re not just interested in their money; you’re invested in their success and the part you play in achieving that. If you want to learn how to telegraph that to your customers, you’re in the right place!

Being Mindful

The first tip we can provide for good cross-selling/upselling is to be mindful of what your client expects. This doesn’t ‘just’ apply to your product—it also applies to your relationships with your point(s) of contact and when customers expect you to reach out to them. Knowing that cadence is its own reward, but it also helps clients stay secure in the fact that you respect their time and bandwidth.

Another, deeper factor here is the notion of a holistic customer, which means getting your company’s departments together and working off of a singular, 360-degree view of said customer. Not only does this help your brand deliver a better experience, but it also helps you know what your customer expects, which informs your cross-selling/upselling strategy.

Best Practices

When you’re ready to upsell, make sure you reach the right point of contact. We know; that point sounds obvious, right? But consider that each part of your offering could sound more or less relevant to multiple people. So don’t bother reaching out to finance about your new marketing tool; instead, take the time to figure out who to talk to in marketing (CX tools are great for this legwork). That way, you’ll be able to reach the person who actually cares about a given part of your product, and they’ll appreciate that you did your homework to find them.

Once you find that person, be prepared to quantify your new feature’s business value. Don’t just reach out to clients thinking that they’ll appreciate a new element solely because it’s new—that approach is guaranteed to give off boiler room telemarketer vibes. Rather, focus not just on knowing what your new feature would do, but how it can help your customer specifically. Case studies, proposed use cases, and the like are extremely powerful tools here.

Good Intentions

This approach to cross-selling and upselling takes more time and effort than reactively reaching out to clients every time you have something new… but it’s also a much more successful tactic. Yes, getting the upsell is great, but doing the due diligence that our approach calls for also lets your clients know that you’re genuinely interested in their business success! When you’ve demonstrated that interest, your clients won’t just be quicker to pick up the phone at the same time next month; they’re going to actively anticipate what you come up with next. In other words, cross-selling and upselling the right way meaningfully improves customers’ interactions with your brand, making it simple to strengthen your bottom line and those relationships in a single motion.


Want to read more about how you can inform successful cross-selling and upselling efforts that will positively impact your bottom line? Read the full article by experience expert Jim Katzman here!

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

How to Leverage Customer Journey Analytics to Improve Experiences

Customer Journey Analytics

Each key touchpoint throughout the customer journey plays a huge role in how a customer judges their experience as a whole. This means that at every touchpoint, the stakes are high and there’s a risk of damaging your brands’ reputation. And the scariest thing? It’s not enough to do the work to understand the customer journey at one point in time; businesses need to constantly keep up because customer journeys evolve overtime. That’s where customer journey analytics can come into the picture!

With the appropriate analytics and action, your company can prevent mistakes along the customer journey from happening. Our eBook, Understand and Predict Your Customers’ Needs with Customer Journey Analytics, breaks down a three step process to improving your brands’ customer journey. Let’s get right into it!

  1. Get the Inside Scoop
  2. Pinpoint the Target Areas
  3. Strategize for the Future

Step #1: Get the Inside Scoop 

The customer journey can often feel like a never-ending puzzle. How do we create the best experience for a bunch of strangers? Well, that’s correct, customers are technically strangers, which makes it infinitely harder to cater to them. A logical first step then is to get to know your customers!

With powerful customer experience technology, Pearl-Plaza can help your brand eliminate silos and combine data according to segmented groups, so you can feasibly sort through all sources of customer feedback, whether they’re solicited (phone, email, or text surveys etc.) or unsolicited (social, third party review sites, and more). Seeing these data points altogether can give you a general idea of how your customers behave, what they care about, and more. When you have an inside scoop on how your customers are interacting with your brand, suddenly, customers aren’t strangers anymore but people you can get to know better and better!

Step #2: Pinpoint the Target Areas

One of the benefits of having data collected from a myriad of sources is the ability to statistically analyze trends, patterns, and anomalies. By measuring what topics have the most traffic, your company can focus its priorities on the issues that matter. Leveraging customer journey analytics to identify the impact of a topic often proves to be a big time saver!

Pearl-Plaza’s advanced analytics can generate all the associated comments and details about an issue, where it’s happening, the words and themes most commonly associated with it, how widespread it is, what impact it has on your business, and more. It can also generate actionable alerts so you can closely monitor problems that arise—and take action. 

Step #3: Strategize for the Future

With so much data to manage, businesses often forget the potential for feedback to predict customer concerns and behavior. These predictions allow brands to execute dynamic offers, personalized incentives, and customer-focused policies that build loyalty and drive new business. By utilizing your customer journey analytics to predict future problem points and subsequently implement an effective strategy, your company can proactively meet customers’ needs.

Predictive models work the best when they forecast risks and opportunities, including churn/attrition, revenue, customer segments, likelihood to return/recommend, and potential cross-sell and upsell opportunities. With these forecasts, your brand can maintain an informed and preemptive action plan that will keep customers loyal. Customer journey analytics are not only useful today, but for making business improvements in the long run!


You’ve just learned a bit about how to leverage customer journey analytics in your CX Program—but if you’re looking for a more in depth guide to understanding and predicting customers’ needs, read our eBook!

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

Implementing a Customer Experience Platform? Here’s Three Things CIOs Need To Know

implementing a CX Program

Implementing a customer experience program (or any new technology) is exciting—it takes a massive effort from your whole team to get through the RFP process, work out what your new experience technology will look like, how it will integrate with your existing systems, and sign the contracts. At this point, almost everyone in the business is ready to hit the ground running. That being said, there’s usually one team that feels nervous around this stage: the IT team. This team knows what it looks like to onboard a new partner, handle mass amounts of data, and actually get the project off the ground. 

After thousands of implementations globally, we at Pearl-Plaza have seen every angle of what it’s like to migrate enterprise-level IT projects: the good, the bad, the ugly. What’s more, most of our clients are working with limited resources and stretched teams with no room for headaches. We’ve designed our entire Pearl-Plaza Platform implementation process to mitigate our clients’ stress and make this one of the most seamless onboarding processes they have ever experienced.

Here’s three things you need to know about implementing a CX platform:

We Protect Your Team’s Time and Resources During the Implementation Process 

Whether this is your first time implementing a CX platform or you are migrating from another vendor, the implementation process has been carefully designed to minimise the effort on your side. During the onboarding process, our team will work with your IT team to design a robust, low maintenance integration with your existing systems—even out-of-the-box connectors to CRMs like Salesforce. 

Our cloud applications don’t require investments and installation of hardware and software, you should be able to get them running and productive in a fraction of the time compared with on-premise software. DNS configuration, digital certificates, and SSO integration are typically all that is needed to get started with the platform.

Beyond desktop support we do not expect our customer’s IT teams to assist the users in the use of the application itself.

The Pearl-Plaza Platform uses a built-in ETL tool called “XI Workflow,” which is a data processing and workflow engine built for the needs of large programs. 

XI Workflow minimises data work on your side by:

  • Configuring business rules and calculations
  • Automating data imports and exports
  • Transforming data from its raw source to consumption
  • Establishing data processes through drag and drop features
  • Simplifying and accelerating implementation processes

Furthermore, our data warehouse exports are designed in a way in which introducing new surveys or questions does not require any change to the interface itself. 

Don’t just take it from us—we have endless experience integrating data across some of the biggest brands across Asia-Pacific, and they are happy to endorse the seamlessness of the integration process.

You Can Give Different Employees Varying Levels of Access to Data

The Pearl-Plaza Platform is able to grant specific authority to different user groups. A single report or dashboard can be shared with different users across the organisation, from C-Suite to the frontline. Using flexible hierarchies, this single report or dashboards can have embedded permissions levels and will automatically open on a drill down level that is meaningful to the user.  

If You Need Support After Your Program is Implemented, We’ve Got You Covered

What sets Pearl-Plaza apart is our award-winning partnership approach to client relationships. Kicking off from the implementation phase, Pearl-Plaza has technical resources available globally (including in the APAC region) to act as an extension of your team. Beyond desktop support, we do not expect our customer’s IT teams to assist the users in the use of the application itself.

Pearl-Plaza offers 24/7 support, which means you’ll always be able to connect to a human and resolve any issue that may surface.  From there, our team at Pearl-Plaza partners with clients through our Continuous Improvement Framework, so they can evolve their programs as their CX and EX maturity grows. 

Interested in learning more? We’ve outlined thirteen Q&As from leading CIOs here in this guide. Get your free copy here! 

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

The Holy Grail of Experience: How Your CX Program Can Prove ROI

Prove ROI

Every brand wants to crack the code to prove a skyrocketing customer experience (CX) return on investment (ROI). But obtaining stellar ROI is not a simple process, especially if businesses can easily become discouraged when it seems as if their CX programs aren’t producing the amazing results they expected. That’s why some consider it the “holy  grail” of customer experience! But proving the value of your CX program shouldn’t be a process that starts only after the work is done; to successfully show the value of your efforts, you need to consider how you plan to prove ROI from the very beginning. 

Additionally, it’s important to first recognize that the factors impacting ROI cannot be understood linearly. Every department within your company has a different perspective on how their area of the business affects ROI. This makes measuring ROI by customer experience not so straightforward. Your business needs a holistic view of your brand, customers, employees, and the market to drive ROI successfully. 

Here are three tips based on our eBook, “Five Steps to an ROI-Focused CX Program,” that will help your company build a CX program that directly increases revenue. Let’s get right into it!

  1. Design with the End in Mind
  2. Understand Your Customer
  3. Tailor Employee Behavior

Tip #1: Design with the End in Mind

Designing an experience for customers means not just meeting the present need, but the future one as well. This means optimizing the customer journey by adapting to what customers want—even if your business had never considered those ideas before. 

Your company needs to be ready to remove from, add to, and revise its CX program overtime. For example, our eBook 2021 Digital Customer Experience Trends Report, discusses how digital has been a trend in America and Canada long before the pandemic. The main point is that digital will stay relevant after the government removes restrictions, so businesses need to prepare for the future of digital customer journeys. 

As you already know, your CX program is a powerful tool. When your brand designs with careful attention to the intelligence informing you of incoming issues in the customer experience, your chances of increasing ROI improve immensely. In fact, one study found that a focus on the buyer’s journey reaps over 50 percent greater return on marketing investments than those that don’t. 

Tip #2: Understand Your Customer

Actionable intelligence stems from all kinds of sources and each type of data can contribute to your company’s overall knowledge of your customers. From CRM, to VoC, to loyalty, financial, transactional, and beyond, don’t underestimate the value of tons and tons of diverse information. 

By taking advantage of various data channels, Hawaiian Airlines was able to gain a deeper insight into their customers’ experiences. “Pearl-Plaza appends upwards of 300 customer-specific data points to each response. As a result, Hawaiian Airlines understands the impact that seat location, aircraft type, departure time, delays, food, flight crew, stops, travel history, and other variables play in each customer experience. This extremely detailed analysis enables Hawaiian Airlines to understand trends and pinpoint the exact factors most likely to have significant impacts on customer satisfaction.”

The combination of CX, market experience (MX), and employee experience (EX) data gave Hawaiian Airlines the holistic viewpoint it needed to direct its CX Program towards greater business outcomes. And that’s the key! The right data can be a customer experience game changer and lead to better business performance.

Tip #3: Tailor Employee Behavior 

Now that your brand knows its customers, it can train employees to accommodate them according to their specific needs. Employees are often the most crucial contact point with a customer because they act as company representatives. What customer would stay loyal to your brand or purchase anything if they encounter an employee who fails to meet their standards?

This case study shows that there was a growth in NPS when the business conducted behavioral initiatives instead of primarily focusing on operational improvements. The data tells the truth! By involving employees your brand learns not only about the employee experience but the customer experience through their lens. When both business and employees work in tandem your CX program reaches a higher potential to increase ROI.

We just explained three tips to capture more revenue through customer experience, but there’s more! Read this eBook that goes over five essential steps on how to focus your CX Program on ROI.

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

Three Ways Unstructured Customer Feedback Helps You Improve Experiences

Unstructured Customer Feedback

It’s no secret that businesses need unstructured customer feedback to have a successful customer experience (CX) program. Without honest, detailed criticism or praise, it’s hard to assess how well a product or service is doing, but it’s also difficult to understand the “why” and take action to improve. That’s why more and more, customers are seeing open-ended questions in surveys instead of metric-based ones: unstructured feedback can lead to a more authentic insight into the customer experience.

But how should brands harness the power of unstructured feedback in their existing surveys? And how can they take the next step of not only collecting that feedback, but derive actionable intelligence from it so they can improve experiences? Our latest eBook, “Unstructured CustomerFeedback: The Key to Unlocking the True Voice of Customer,” walks you through best practices we’ve learned from our many years of experience. This blog will spell out the major benefits of employing those best practices. Let’s get started!

Three Ways Unstructured Customer Feedback Improves Experiences

  1. Gathers More Genuine and Less Filtered Responses
  2. Collects the Missing Pieces
  3. Follows the Right Patterns

Benefit #1: Gathers More Genuine and Less Filtered Responses

What makes for a “good” survey? Businesses often make the mistake of only asking metric-based questions, which prompt customers to answer very specific questions in very specific ways. This leaves brands only learning what they want to learn and possibly missing other important aspects of the customer experience.

Let’s say a restaurant uses an NPS question to gauge the success of their customer experiences. The brand’s post transaction survey therefore reads, “on a scale of 1-10 how much would you recommend us?” Customers then respond with only a single number and the restaurant is left wondering why customers rate it as low as a 5. As you can see, this metric-based question can only measure the experience, and therefore fails to explain why a customer would or wouldn’t recommend the eatery. 

If the restaurant had followed up the first question with an open-ended “why” question, then its feedback would include the reasoning behind the score, and would help the business understand what it needs to do to improve the CX program. With open-ended questions, brands hear the voice of customer more clearly because customers have more freedom to candidly express themselves, telling your brand what they actually want to tell you, not what you want to hear.

Benefit #2: Collects the Missing Pieces

Open-ended questions mean unpredictable and varied responses, but that’s a good thing! The feedback you receive is so much more detailed, so it can answer questions and address issues your brand wouldn’t have considered in the first place.

One of our clients, a large hotel and entertainment brand, couldn’t figure out why one of its locations was receiving such low scores from guests. This is because it was using a metric that could only see that guests were unsatisfied with their stay, but not exactly why. Through text analytics, the brand was able to analyze its unstructured data and discover that an air filtration problem was allowing smoke from the casino to enter the rooms.

By leaving survey questions open-ended, your brand not only learns the genuine opinion of customers, but also about problems it might have never known about. At the same time, feedback is not always negative; it’s important for your business to know how well it’s executing at certain touchpoints along the customer journey! These game changing pieces of intelligence can help to fill in the blanks so you have a truly holistic view of the customer experience.

Benefit #3: Follows the Right Patterns 

Listening to the true voice of customer gives your business a greater capability to track common problems your customers are having over time. Your brand will then be able to identify and analyze patterns that emerge from responses and address those issues with an actionable plan.

For instance, let’s imagine that customers are having complications with your company’s website. A recent system update has caused a bug that’s disrupting functionability, leading to a seemingly random rise in customer frustration. With unstructured feedback, your brand would be able to recognize a new trend in responses, spot the platform issue, and take action to fix it. 

Unstructured responses make it easier to recognize both positive and negative trends in your CX program, and also helps you to pinpoint new areas to focus on as customer expectations develop over time. 

In the end, failure to employ unstructured feedback means that your CX program will have a hard time realizing its potential. Metrics alone can only measure the past; they can’t help you take action and create better experiences in the future. That’s why the stories you derive from open-ended questions are so vital to your big picture success—and to your bottomline.

 
Unstructured customer feedback can help your business improve customer experiences by unlocking the true Voice of Customer—but how do you best leverage that feedback in your program strategy? Read our latest eBook to read about the best practices recommended by our experts here!

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

Customer Journey Mapping Explained: What Is It and Why Does it Matter?

customer journey mapping

If you’re in charge of customer experience (CX) at your organisation, you’ll know how important it is to take a walk in your customers’ shoes. But, do you know the true impact of visualising customer interactions? Brands who understand their customers’ journey stand out in the marketplace. Pearl-Plaza’s global research found that organisations who have developed their customer journey map and understand experiences across these journeys reach the highest level of customer experience maturity. And, mature programs are aligned with outstanding business results. 

Mature businesses experience: 

  • 93% more profitability
  • 92% higher NPS scores
  • 89% greater retention

At Pearl-Plaza, we believe experiences—the culmination of moments filled with emotions, judgments, learnings, and much, much more—shape the world we live in. And with every moment, there is an opportunity to make a positive impact; to leave a mark. 

What is Customer Journey Mapping?

When you look at the world through your customers’ eyes, you’ve started along a process called “customer journey mapping.” This process involves walking in the shoes of a typical customer as they discover your brand, interact with your products, and services, and decide if they’ll stay or switch to your competitor. Along their journey, there will be multiple opportunities to engage with them and deliver exceptional experiences. It’s time to understand—and own—the moments that matter to your customer.

Why Does Customer Journey Mapping Matter?

Customer journey mapping is a proven way to understand why people do what they do and what emotions drive them. With a customer journey framework, your business can take informed action to solve problems, provide a truly differentiated experience, and drive value for your customers, employees and business. 

How Can I Get My Hands on a Customer Journey Map Template?

Customer Journey Mapping is a flexible consulting engagement for organisations seeking more complete, accurate insights into what their customers really feel, perceive, and experience. It includes resources, expertise, and documentation—including detailed visual representations of the complete customer journey—to identify hidden moments that matter, and close the gap between internal CX perceptions and customer realities. At Pearl-Plaza, we have in-house consultants who take on the challenge with you. 

Interested in learning more about customer journey mapping? This eBook “Five Steps to Uncovering the Real Customer Experience Journey,” breaks down the strategies you need to build, act on, and evolve your customer journey map. Read it here!

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

4 Success Stories from ROI-Focused CX Programs

ROI-Focused CX Programs

It’s easy to get hung up in the metrics when it comes to customer experience (CX). In fact, terms like Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) have become synonymous with traditional CX initiatives. But in this modern era, focusing on the score isn’t enough to move the needle. Today, the initiatives that are most successful are those ROI-focused CX programs that zero in on business outcomes. 

At Pearl-Plaza, that is exactly the kind of program that we help our clients to design. In fact, in the recent report, The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021, our clients praised us for our “partnership and focus on delivering outcomes…[and] gave Pearl-Plaza exceptionally high marks for enabling the ability to show the business impact and ROI of CX.” 

This is our mission, to help our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. Ultimately, our clients are able to move the needle and go beyond managing their experience to actually improving it. With the right intelligence, businesses can empower the right people to take transformative, informed action in the most effective ways and drive value across four key areas: acquisition, retention, growth, and cost reduction. In other words, we help our clients build ROI-focused CX programs that yield better results for the business and better experiences for their customers and employees.

In today’s blog, we’ll walk you through four success stories from our clients who are moving the needle for their business with their ROI-focused CX programs. Let’s take a look!

4 Inspirational Stories from ROI-Focused CX Programs

Success Story #1: America’s Largest Cable and Home Internet Provider 

In an attempt to limit customer churn, a telecom giant partnered with Pearl-Plaza to identify at-risk customers and immediately reach out to understand the issue and retain their business. The company installed Pearl-Plaza’s customer listening technology within several of its regional customer care centers to enable immediate feedback following each interaction. 

Customers who give negative responses are asked if they would like to speak with a manager regarding their issues. Using real-time alerting, managers are notified of customer callback requests immediately. Three percent of all respondents request a callback, totaling 1,000 customer recovery opportunities each month (12,000 per year)

With the average cost of a triple-play package (phone, cable, Internet) being $160 per month, the average annual value of each customer is $1,920. Using this formula, Pearl-Plaza presented the company with the opportunity to recover $23 million in annual revenue by implementing a streamlined process for identifying and rescuing dissatisfied customers.

Success Story #2: North American Fast Casual Giant

A fast-casual restaurant brand that has become a household name with it’s unique blend of quick, convenient service and mouth-watering menu items has seen tremendous success with it’s CX initiative. Since partnering with Pearl-Plaza to get a better understanding of their experience and where they can take effective action to improve it, their OSAT score has increased by 34%. Additionally, the brand saw 4% revenue growth in just one year after implementing their new solution!

Success Story #3: Tesco

Tesco—a mammoth multinational grocery and general merchandise retailer—knows its customers want more than just a mundane, transactional grocery shopping experience. So it works to create a unique shopping experience for its customers by encouraging its 330,000 employees across the UK to give a little bit extra through a programme called, Every Little Helps. With this mantra at the core of the company’s mission, Tesco has grown to become the fifth largest retailer in the world with £48 billion in annual revenue and 7,300 locations in 10 countries.

Success Story #4: TELUS

Leading the telecommunications industry, TELUS is Canada’s fastest growing telecommunications company with more than 13.1 million customer connections. Whether it be personal, business, health, or security oriented, TELUS offers a full scale of innovative telecommunication products and services. To continuously improve their customer experiences, the brand partners with Pearl-Plaza and focuses on and ROI driven strategy.

In just 18 short months, TELUS saw a $1 million dollar increase in annual savings, a 100% increase in customer feedback volume, best-in-class response rates, and a 1 in 3 recovery for customers that received a follow-up. Furthermore, by focusing their efforts to reach more customers with proactive recovery, they have seen a $5 million-dollar opportunity in churn reduction. TELUS can expect to see further increases in these areas due to their continuous attention to response trends.

The Importance of ROI-Focused CX Programs

According to third-party research firm, Forrester, 79% of VoC and CX measurement programs do not quantify the business impact of issues. This means that the programs who can successfully prove their value to both the business and the customer are leading the pack. 

Want to learn more about how we help our customers build ROI-focused CX programs? Take a look at The Forrester Wave:™ Customer Feedback Management Platforms, Q2 2021 here!

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

Creating Customer-Centric Cultures for Medical Device Brands

Medical Device

The trick that comes with creating customer-centric cultures (and something many brands miss when planning these projects) is that it’s not a one-and-done process. It’s a cyclical, continuous effort that every company, including medical device and supply brands, need to pay constant attention to as they create improved experiences.

If you’re worried that your organization might need to brush up on a more customer-centric culture, don’t be! We’ve been in the business of Experience Improvement (XI) for a long time, and while there’s always more to learn, we’ve put together a few tips that we’ve seen create great customer-centric cultures time and again.

  1. Create Cross-Functional Teams
  2. Leverage Advocacy and Meetings
  3. Tweak Hiring and Messaging

Tip# 1: Create Cross-Functional Teams

One reason a lot of medical device, or other, brands struggle with creating customer-centric cultures is because they try to have teams do so from within siloes. The problem with this approach is that it makes every team work off of their own idea of the customer, which creates highly inconsistent experiences and, ultimately, customer churn.

Fortunately, this problem has a relatively simple fix: let your teams mingle! Creating a cross-functional team is a great way to bring isolated views of the customer together, resulting in a 360-degree view that is both something all teams can work off of and, at the end of the day, more accurate. An accurate and whole picture of the customer works wonders for Experience Improvement!

Tip #2: Leverage Advocacy and Meetings

The next step in this process is to take your synergy beyond customer experience (CX) meetings… and advocate for customers across the organization! Let even the employees who aren’t near the front lines know how their work helps build a better experience. A lot of companies think that employees might not care to know how customers feel if they’re “too” behind-the-scenes; the truth is that no team is unattached from Experience Improvement, and letting them know that boosts morale.

What’s funny about customer-centric culture is that some folks take the term to mean things only getting better for customers. From what we’ve seen, employees who have a chance to become more invested in customers’ experiences end up creating a better employee experience (EX) for themselves, which creates a continuous improvement feedback loop.

Tip #3: Tweak Hiring and Messaging

Once organizations create a unified view of that customer and then spread it to all of their employees, it’s time to extend that passion outward. Brands that infuse this new perspective into their hiring techniques will stand a far better chance of finding employees who are not only genuinely interested in Experience Improvement, but also a great fit for such a customer-centric organization.

Messaging also plays a key role here; you want to let new and prospective customers know that they too can benefit from a meaningfully improved experience that your brand re-dedicates itself too. More fundamentally, this approach lets both new and existing customers know that you value them as people, not just price points, which will keep them coming to you instead of the competition, strengthen mutual relationships, and create a stronger bottom line for your organization.

Interested in learning more about how your medical device brand can create customer-centric culture? Click here to read our full-length eBook on the subject and to gain more intel on meaningfully improving all of your experiences!

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

Four Goals for Your Program That Go Beyond Customer Experience Metrics

Customer Experience Metrics

When it comes to customer experience (CX), a single moment can mean all the difference. And that can be easy to forget when your brand is interacting with countless customers over multiple channels every day. When it comes down to it, however, a moment can mean the difference between a positive or a negative experience—and a boost or a dent in your core customer experience metrics.

For many experience programs, those metrics are the end-all-be-all. Every move they make is with the express purpose of driving those numbers up. At Pearl-Plaza, we believe that experience leaders should aim higher at goals that go above and beyond typical customer experience metrics. More specifically, we help our clients design programs that target four economic pillars to help them not only improve experiences for customers, boost metrics, and build loyalty, but also to benefit the business where it counts: the bottom line.

Today, we’ll walk you through each of those four pillars and tell the stories of brands who have leveraged their experience programs to achieve those goals. Let’s get to work!

The Four Economic Pillars of CX

  1. Customer Acquisition
  2. Customer Retention
  3. Cross Sell & Upsell
  4. Cost Reduction

Pillar #1: Customer Acquisition

A well-built CX program enables organizations to anticipate what new customers are looking for in a brand—and therefore they’ll be able to leverage that information in their efforts to boost acquisition numbers.

For example, a major athletic company sought to capitalize on acquisitions by optimizing its surveys to find new types of customers. By targeting respondents between the ages of 18 and 35 with specific questions, the company was able understand this demographic and expand to new cities and demographics. 

The practitioners who ran this initiative were able to prove its worth by tracking the new customer acquisition, increases in unique customers, and market share growth that it generated.

Pillar #2: Customer Retention

Organizations should never underestimate the power of service recovery—70 percent of customers who have a situation resolved in their favor will return to a brand, while a 10 percent increase in customer retention can grow a company’s value by 30 percent. Truly customer-centric companies leverage their CX programs to identify disgruntled customers, reach out to close the loop with them, and ultimately prevent customer churn.

For example, America’s largest cable and home internet provider leverages VoC technology in their regional customer care centers. They discovered that 3% of all respondents requested callbacks, totaling 1,000 customer recovery opportunities a month (or a whopping 12,000 per year). By combining this insight with customer lifetime value, the company was able to identify $23 million in recoverable revenue—directly resulting from customer retention!    

Pillar #3: Cross-Selling/ Upselling

Given that it costs 25 times more to acquire a new customer than to retain an existing one, brands stand to gain a lot from finding new cross-selling and upselling opportunities.

Organizations can leverage CX listening tools to identify what about a brand spurs trust and loyalty from its customers and then take action to make those offerings even stronger. After all, nearly 50 percent of customers are willing to spend anywhere from 11 to 50 percent more with a brand they feel they can trust. Additionally, predictive analytics can be tuned to identify which customer segments are more open to new offerings. This allows marketing teams to target those customers with campaigns that will encourage them to spend more with the brand.

An example of a brand leveraging their experience program to grow share of wallet comes from a large cafe group that was able to capture feedback from its existing customer base, analyze their sentiments, and make fundamental menu changes accordingly. As a result, the cafe group saw a noticeable revenue bump that it was able to link directly to their program insights and subsequent menu changes.

Pillar #4: Cost Reduction/ Elimination

Finally, organizations can use CX feedback and employee feedback to both save money within operations and to simplify their provided experience. Are there ineffective processes that are costing more than they’re worth? Eliminating such costs can save companies time, resources, and revenue. (After all, training one employee can cost an average of almost $1,100!)

A top-tier mattress retailer used CX tools to install an exit survey for departing employees, giving them a greater understanding of employee sentiment. After implementing the necessary changes to reduce turnover and new hire training costs, the company was able to establish a clear link between its CX strategy and the ROI it helped to generate.

Don’t Stop at Customer Experience Metrics

In the simplest of terms, what we do as CX professionals is create interactions that inspire attitudes in our customers than, in turn, produce desired outcomes. One of your desired outcomes can be to simply improve your CX metrics, but don’t let your goals stop at the numbers! 

Instead, create a strategy for your experience program that aims to benefit the business as a whole by increasing customer acquisition and retention, growing wallet share, and decreasing unnecessary costs. You have the power to help your business thrive, so aim big, go beyond the metrics, and inspire meaningful outcomes!


Want to learn more about how your experience program can produce desired outcomes? Check out this eBook that explains how to use the power of social science and your experience ecosystem to leverage the power of a single moment and meet your goals.

Watch the Video – Get More Out of Your CX Program

Watch this demo video to see how Pearl-Plaza’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results.

The 2024 Consumer Trends Report

This isn't your average trends report – read on to see how your business can lead the charge into a new era of CX

10 Steps to Easily Build An Integrated Customer Experience Program

A game-changing guide for your team on how to build & implement a competitive, fully-stacked integrated CX program.

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