Four steps to building a CX investment case
Learn to showcase the true business value of your CX initiatives, and secure budget for 2020
While there is tremendous hype around customer experience – CX Programs are prone to failure in very specific ways.
According to Forrester 84 per cent of firms aspire to be a CX leader, but only one out of five delivers good or great CX. In addition, the amount being invested in CX will have more than tripled over the last several years.
Because of this, firms must deliver a return on this investment. Yet few CX practitioners can make the connection between improved customer experience and revenue growth, to prove the value of their programs. The good news is there are many ways to show the return on investment of customer experience initiatives. With the right measurement, strategies and tools in place, a solid business case can be developed and monitored for success.
In this webinar, we’ll discuss the key performance indicators and tools CX professional should utilize to deliver value from customer experience.
Join live to learn:
- How to establish a business case for CX
- What metrics and KPIs are important to track and monitor
- How to engage the right stakeholders to gain company-wide buy-in
Presenters:
Vicky Katsabaris
Principal Consultant of Customer Experience
Qualtrics
Vicky Katsabaris is the Head of CX Strategy and Solutions across Asia Pacific and Japan, at Qualtrics. She provides expert guidance to organisations implementing customer experience programs. Prior to joining Qualtrics, Vicky was the General Manager of Customer Advocacy strategy at Telstra, leading the team responsible for developing Telstra's corporate strategy for improving customer advocacy, including major transformation programs and the company-wide culture change program to embed a customer centric mindset. Prior to Telstra, Vicky was the Director of Customer Experience at VMware where she lead the CX program across Asia Pacific, Japan.
Vicky has experience in implementing and operationalising Customer experience programs in both B2B and B2C and has launched and embedded new programs, as well as evolved and optimised large-scale mature programs.
Connect with Vicky on Linkedin.
