CX University Point of View by Scott McCallister and Mohamed Latib Part of the Series: Financial Measurement is Critical for the Future of CX The CX community faces a paradoxical intersection. The practice is receiving increasing attention as a strategic differentiator, and at the same time, CX practitioners are finding it difficult to convince the C-suite to [...]
Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX By Scott McCallister and Mohamed Latib All Customer Experience gurus state that a connection of CX initiatives to the company bottom-line is important, but few [...]
CX University Point of View By Scott McCallister and Mohamed Latib Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: Financial Measurement is Critical for the Future of CX Over the last fifteen years, many corporations have embraced the goal of creating a [...]