CX Live Webinar: ROI in CX

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


What Could I Do? What Should I Do? Evaluating Special Initiatives in CX

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?

Originally produced by CXN Live