Event Description: There's no argument that the number one litmus test for a customer experience program is its return on investment. And, while the primary way to measure ROI is financial, what does that really mean? And, is there other business value created beyond dollars and cents that companies can rally around from their CX Programs? Spoiler alert - yes, there is! In this session, Principal, CX Strategy at InMoment, will share practical ways you can measure CX efforts to demonstrate value to leadership and drive CX adoption throughout your organization.
About the speaker: Jim Katzman has been on both sides of the customer experience fence. Across his decades of experience, he has served as a CX program owner for big-name brands, and he is currently bringing his wealth of knowledge to InMoment as Principal, CX Strategy & Enablement. Every day, Jim applies his diverse perspective and partners with brands to help them identify big-picture goals and develop in-depth strategies to make their goals a reality.
On-demand Video (copy the passcode below before clicking the link):
https://us02web.zoom.us/rec/share/ssSj9Hs6E0fyQRa2AT0OdjJSiUFfMnO4XGGsuMboQ3v75fids0XtxuDSvpuKwRHA.EFfw8wB7hnHSMxc4?startTime=1695915930000
Video Passcode: ^5ScaGK?
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