Customer Experience Consulting
Expert guidance connecting CX metrics to ROI
CX University is offering consulting services focused on quantifying the financial benefits of CX initiatives.
We believe this should be a critical deliverable for customer experience programs, but few companies know how to do it well.
There are many consultants who help establish metrics for tracking, but the connection to bottom-line return on investment is weak.
Scott McCallister, CX University’s VP of Consulting
Meet the business strategy leader with extensive experience in segmented financial analysis used to guide go-to-market and product portfolio investment decisions. He will apply these skills to measuring the return on investment (ROI) for customer experience initiatives.
“We believe the CX community needs more rigor in justifying its investments. Without that, there is a risk CX will become business management fad. Our consulting practice will show CX practitioners how to develop the hard numbers that convince a CFO to keep funding their programs.”
Read the latest articles by Scott McCallister:
CX Return on Investment Measure
This consulting service helps clients structure tests to determine whether CX initiatives have a positive effect on a company’s financial results.
The two basic types structures we help clients design are:
- actual results versus baseline expectations of a business segment, and
- actual results of a test group versus a control group.
The ROI Measure Consulting Process
Consultants at CXU will work with you and your organization along each step of the way. With their expertise, they will structure the system in an efficient and results-driven manner so you can maximize your understanding of how CX is affecting your bottom line.
See the visual process in the graphic here:
Customer-Centric Business Intelligence Systems
Our consulting services support our belief that the best approach to measuring financial results from CX actions is to build a customer-centric business intelligence (“BI”) system.
The database would connect most business financials, CX touches, and demographic knowledge to individual customers.
- Such a system allows a company to compare actual financial results of individuals or groups of customers who have specific CX exposures to similar customers who were not touched by a CX initiative.
- Such a BI system will also facilitate broader strategic and tactical analyses for most business functions.
The possibilities for competitive advantage are exciting, but an organization must embrace the challenge of establishing, improving, and maintaining the integrity of the data.
The Customer Centric “BI” System Consulting Process
Your CXU Consultant will work hand in hand with you, your key stakeholders, and your organization at large to identify and implement the best-suited CC-BI System. And once the system has been put in place, we offer the follow up analysis and corrections to perfect your CX measurement tool.
See the visual graphic of the CC-BIS System and its breakdown of action steps:
Have a question? We’re here to help.
Contact us and an Experience Specialist will be in touch.