ROI

|Tag:ROI

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 [...]

Why ROI Goals are Essential to your VOC Program

By | 2017-06-02T09:29:24+00:00 August 31st, 2016|Categories: VOC and Customer Insights|Tags: , , , |

Author's Note: This is the second of a series of six posts about Why You Shouldn't Be Surprised Your VOC Program is Failing.   Every Voice of the Customer (VOC) program needs goals that are clear and measurable. The program itself must be held accountable to generate insights that drive ROI. Otherwise, there is no point in investing in [...]