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 understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.
Evolution, not revolution
Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.
Proactively embracing cutting-edge technology
This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.
Creative solutions for better customer contact
And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.
DDM Consulting provides the proactive and creative approach to your CX evolution!
