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Library Entry
Quantifying the ROI of CX

This study uses data from CX professionals to understand the challenges and opportunities that exist in quantifying the ROI of CX. #MetricsMeasurementandROI #CommunicatingROI #FinancialMetrics

November 19.CXPA and West Monroe.ROI of CX.pdf


Library Entry
Design a Winning CX Playbook (Sponsored Webinar by InMoment)

Recent research showed that less than one-third of CX initiatives can claim the clear "win" that CEOs are demanding. Will your company be a success story, or end up on a failed CX journey? How can you protect yourself and ensure that you have a sustainable strategy for CX success? Join this...

CXPA Sponsored Webinar by InMoment.mp4

InMoment's profile image

Blog Entry
What the CEO Really Wants to Know About Your CX Plans

There may be no other step in the CX journey that causes more angst among CX champions than having “the talk.” You know, the one where you go to your CEO and tell them about this great idea you have that’ll solve everything if you can just have a little seed money and a couple of co-conspirators...

Patrick Dawson's profile image

Blog Entry
Does a Better Customer Experience Lead to an Improved Botton Line? YES...BUT...

The December 2015 issue of CRM Magazine included a single-page article from Forrester’s Harley Manning titled Can Better Customer Experience Improve Your Bottom Line? The answer to the question was YES, but it depends on the industry you are in and whether customers are trapped or free to...

Karl Sharicz,CCXP's profile image

Blog Entry
Is Your Company ‘Ready’ for Customer Experience?

That might seem like a strange question – especially from someone who gets paid to help companies along their CX Journey. But it’s an important one to ask. Here’s why: CX Design is different from other customer-facing initiatives. Advertising campaigns come and go. Promotions are short-lived...

Patrick Dawson's profile image