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Library Entry
Quantifying the ROI of CX by CXPA and West Monroe Partners

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


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

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Library Entry
Financial Linkage: Demonstrating CX Value to the CFO (Sponsored Webinar by Medallia)

Even the most seasoned customer experience professionals struggle to demonstrate the financial value of their CX programs. Where should I look? What should I track? How should I communicate this, to whom, and when? In this webinar, we will highlight findings from the Medallia Institute's latest...

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Blog Entry
Value Chain Solution to VoC ROI

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value...



Blog Entry
Introducing the Customer Experience Hierarchy of Needs

Introducing the Customer Experience Hierarchy of Needs Originally posted on LinkedIn: https://www.linkedin.com/pulse/introducing-customer-experience-hierarchy-needs-michael-g-bartlett?trk=prof-post After conducting a lot of research consisting of observations,interviews and internal focus...