By systematically linking CX to desired and targeted business results such as retention, revenue or cost efficiencies, CX leaders can consistently and predictably demonstrate how CX improvements directly impact the bottom line.
Even the top-level metrics like NPS (Net Promoter Score), CES (Customer Effort Score) and more can be tough for organizations to define and embed, and tougher still to move the needle. But when organizational leaders see how embracing metrics can help them predictably make ROI-driven business decisions, deliver business results and directly impact customer-centric business improvement, we believe the investment into training will follow.