Establishing ROI for customer experience (CX) program is one of the greatest challenges that CX practitioners face in the 2020 experience landscape.
Across all businesses, the C-Suite leadership team is looking to validate programs by asking one question: what is the financial impact of my CX investment?
Our partners at InMoment have collected the most common questions from CFOs to give you a guide on how to communicate the impact of your customer experience program to your C-Suite team.
Excerpt from paper:
Let’s be frank—establishing a customer experience (CX) program’s ROI is one of the greatest challenges that CX practitioners and the organisations they serve face in the modern experience landscape. Across all businesses, the entire C-Suite leadership team is looking to validate an experience management program by understanding: what is the financial impact of my CX investment? Here is how one of our retail clients with 169 stores nationwide would answer that question: In particular, as Chief Financial Officers (CFOs) we know your highest priority is to protect enterprise value. We know that the nature of your role means that you are typically direct, results-oriented and focused on the quantifiable impact of any business investment. Whilst you are happy to fund new business ventures for the organisation, we know that in order to approve a business case for a new technology, you’ll have a series of hard-hitting questions to vet a proposition before investment is made.