• Why it is sensible to link CX metrics to the likelihood of churn and provide an estimate of financial gains, taking acquisition costs and financial value of existing customers into account
• Tracking how revenues, profitability and churn rates have evolved over time and in different stores and regions
• Determining which actions have been particularly successful, to serve as best practice examples for the future
• Setting new KPIs and CX benchmarks to reach for new heights and maximise ROI on new investments 

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If you are leading CX initiatives or  contact center operations for your business and are looking to identify ways to track and increase the impact of CX on financial outcomes, please attend this fireside chat session . We’ll share best practices and examples of how customers have used RingCentral’s collaborative CCaaS solutions to improve business agility and profitability.

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When initiatives are being evaluated, companies choose by determining the best rate of return. The initiatives with the greatest impact are funded. The most discerning management will ask, “Are there other initiatives out there that generate a higher return?” This is a tough question for CX leaders to answer. How do CX leaders determine what they COULD do, and more importantly what they SHOULD do?

 

In this session, we will discuss:

• The new expectation for CX that guides selection and scoping of initiatives
• How to assess CX maturity as an organization, major opportunities, and how to quickly level up
• The ROI of operating in a proactive, predictive, and personalized way - at scale

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Interactions between brands and their customers are shifting from company-centric tools like apps and websites to customer-centric channels like SMS, Messenger, Instagram and WhatsApp. The future of CX isn’t downloading another app, but it’s about building an end-to-end customer journey through a conversational experience.  

 

Simple conversations with customers increase return on investment, engagement, offer a better experience, and build loyalty. Is this the death of an app? 

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• Overcoming the barriers to activating organisational change
• Benefits of setting a clear vision and strategy in order to affect lasting change and set the stage for greater profitability and business growth
• Connecting and collecting data efficiently and communicating CX results to the rest of the business to secure buy in for future CX projects

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