CXPA Sponsored Webinar by SMG: Solve The ROI Conundrum: Identify The Tangible Proof Points ...

When
Thursday, June 24, 2021
2:00 PM - 3:00 PM EST

Where
Online

Solve The ROI Conundrum: Identify The Tangible Proof Points Behind Your CX Efforts
Not sure how to determine the impact of your experience management (XM) program? In this webinar, SMG insights leaders Josie Gaeckle and Kirsten Moore will help you draw clear lines between XM improvements + business outcomes. They’ll discuss how to:

• Develop a formula for successfully proving the ROI of your program
• Leverage the right metrics + measurement strategies that correlate to financials
• Use customer-sourced insights to reduce churn + increase lifetime customer value

Josie Gaeckle
SVP, Client Insights
SMG

As Senior Vice President, Client Insights, Josie leads a team that serves multi-unit retail and restaurant clients—helping define and implement strategic business goals that enhance the customer experience. Since joining SMG in 2006, Josie has developed programs and delivered insights for some of SMG’s largest clients. In fact, it’s what she enjoys most about her role: sharing findings with clients that lead to tangible improvements in the experience, sales, and profitability.


Kirsten Moore
Director, Client Insights
SMG

As a Director of Client Insights, Kirsten is responsible for leading a team that helps clients improve experiences and drive business outcomes. During her 7 years at SMG, she has enjoyed building strong relationships with clients and providing data-driven insights that deliver meaningful results. Kirsten is a member of the industry insights team, which creates research plans to uncover themes in customer data across several of SMG’s key industries.