Return on eXperience (ROX) influences business results
Return on eXperience (ROX) is about the experiences people have when they come into contact with a company or brand, and about the measurable impact of this on the business results. About the customer experience, and about the influence that employees have on this. How do you make your contact centre a success for employees, customers and management?
ROI vs. ROX
Customers expect quality of the product or service that they purchase from your company. But also a fast delivery that meets the agreements. Makes sense. But what about the less tangible or measurable aspects? For example, how do you measure the effect of Coolblue's tagline ‘Anything for a smile’? Or the funny safety demonstrations that the Southwest Airlines cabin crew always act out?
As most people know, ROI measures the return on investment. In other words, how much money you invest and how much money you get back within a certain timeframe. ROX (Return on eXperience) goes one step further. It measures the entire company to find correlations that have a decisive impact on the customer and employee experience, and which can ultimately have a positive effect on the bottom line. It's about the interaction between the experiences of both customers and employees when they interact with your company or brand.
Investing in Return on Experience is one of the most effective and scalable ways to shape the future of your business. That's why it's important to understand which experiences are critical to your business success, how the different experiences relate to one another, and most importantly, how employee and customer experiences affect each other.
Whitepaper 'From cost centre to centre stage'
In our whitepaper ‘From cost centre to centre stage: the effect of employee satisfaction on the customer experience’ we focus on the employee. We look at factors that have a positive effect on their well-being, and what their impact is on the customer experience and the business results. Twenty pages of useful information that you can apply immediately.
How do you make your contact centre a success for employees, customers and management? In other words, how do you change it from a cost centre to the centre stage of the organisation?
Would you like to find out how to achieve this?
About DDM
At DDM Consulting we believe that our customers benefit most from tailor-made advice, without preference for a particular product or specific supplier. That is why we offer a wide range of intelligent omnichannel contact centre solutions, delivered by renowned partners who are all specialists in their field.
How we work
Together with the client, we evaluate the current contact centre processes as well as the requirements and preferences for the new platform. We apply our years of experience to find the best match, and provide advice on the potential optimisation and automation of business operations, for example through the use of AI.
We naturally guarantee a successful implementation of the new solution, and ensure that all back-end systems are seamlessly (re)connected. After the deployment, we are at the service of our customers to offer advice and aftercare.
But we go one step further: time and time again, we push the boundaries of the chosen platform, and adapt it to the customer's specific business processes and needs. Our team has the business and technical expertise to achieve the maximum potential, even when it comes to an out-of-the-box solution. This is our way of ensuring that every customer makes optimal use of the capabilities of the chosen platform!
Our clients
Our clients come from a wide range of sectors, from major financial institutions such as banks and insurance companies, to telecom operators, healthcare institutions, government agencies, retail, and media.
Our team
We have grown into a team of about 30 contact centre experts, and are mainly active in Belgium, the Netherlands, Luxembourg, France, Germany, Austria and Switzerland. To be able to guarantee the highest quality, we continuously invest in the knowledge, training and experience of our employees.
