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Quantifying the business value of investing in the customer experience.
And, while the primary way to measure ROI is financial, what does that really mean?
09-28-2023 | 12:00 PM - 01:00 PM ET
Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI?
Today I bring it up to point out the difficulty in defining a return on investment (ROI) for your CX endeavors.
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What's more important than the ROI of CX?
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