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You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. CX is a study that’s founded on...
Webinar title: Building a CX Business Case for Your CFO You need to create a business case for your CX team and present it in a few weeks' time to your CFO and other key stakeholders. On the one hand, you know that your CX team has earned back its investment many times over in the...
I started a habit this summer of having my breakfast on my back porch and browsing through #reddit. During this morning's reading, I discovered a new subreddit (message board) called r/shouldibuythisgame where video game enthusiasts solicit feedback about specific games to see if they are...
I recently fielded a question from someone regarding moving NPS ratings from 8s to 9s. I asked why that was important. It was noticeable that the question was posed in terms of numerical scores, rather than moving Passives to Promoters , so I was curious. Digging a little further I found...
I have written previously a couple times about return on investment for CX. In fact, there are volumes of articles and books written about it. It’s almost as though there’s a sense of having to prove ourselves as CX professionals constantly. Now, in previous professional lives, I’ve been...
Proving strategic impact on your organization's success is a key to career mobility and customer experience maturity. A close look at the most prevalent customer experience practices reveals that we’re “putting the cart before the horse” with near-brute-force on business results (referrals,...
CX programs must show return on investment to their senior leaders--and contact centers can be an essential partnership in making this happen. Changes made in customer-facing processes can have major cost-reduction and revenue generation outcomes while improving pain points across the customer...
CXPA Webinar Presented by Zendesk_ Partners In CX_ How CX Leaders Can Team-Up with Contact Centers to Demonstrate the ROI of CX.mp4
It’s not always easy to get through the din of corporate metrics. But as a CX professional, it’s our responsibility not only to take them seriously ourselves, but to drive awareness and interest in them within our organizations. With financial and operational KPIs front-and-center, Chief...
How can CX leaders better quantify the ROI of CX? Learn more in CXPA and West Monroe Partners' joint research. #2019 #MetricsMeasurementandROI
November 19.CXPA and West Monroe.ROI of CX.pdf
This study uses data from CX professionals to understand the challenges and opportunities that exist in quantifying the ROI of CX. #MetricsMeasurementandROI #CommunicatingROI #FinancialMetrics
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