How To Measure CX Profit Contribution

By | 2018-02-27T08:55:26+00:00 February 27th, 2018|Categories: Metrics and ROI|Tags: , , , , |

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 [...]

Customer Experience will be a Fad without a Better Business Case

By | 2017-10-31T10:46:17+00:00 October 17th, 2017|Categories: Metrics and ROI|Tags: , , , |

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 [...]

The Value of Design is on the Rise

By | 2017-06-02T09:29:18+00:00 May 16th, 2017|Categories: Experience Design|Tags: , , , , |

In the last decade, many brands have used customer experience perspectives and processes to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all use the six customer experience pillars. The six essential disciplines of the Customer Experience Professionals Association: customer-centric culture, CX strategy, experience [...]

How to Create an Effective Business Case for CX

By | 2017-06-28T03:57:30+00:00 October 11th, 2016|Categories: Metrics and ROI, Organizational Adoption of CX|Tags: , , , |

Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned practitioner or a relative newcomer, just beginning a new program, or refining the next level of organizational improvement, chances are that [...]