Show us the Money: A Business Case for CX Initiatives


Sarah Simon

Sarah Simon

Author Bio

With over 20 years’ experience in customer experience, Sarah’s passion lies in operationalizing the Voice of Customer to drive outstanding customer experiences. Her specialties include VoC architecture, developing linkages to business performance, reduction of customer defection and analyzing customer feedback to tell the customer’s story. Her expertise in VoC survey design has combined with omni-channel customer listening to structure sophisticated, customer-friendly VoC programs. 

Currently, she serves as VoC Consulting Director at Confirmit, where she combines her industry thought-leadership with customized needs-analysis to architect new feedback initiatives and corresponding customer experience strategies. She also runs diagnostics on existing programs to optimize structure and function to yield significant business insights from mature programs.


Kathi Gurin

Kathi Gurin

Author Bio

Kathi Gurin has enjoyed a 23-year career in the high-tech industry with executive positions in Sales, Marketing and Business Consulting for CX technology companies spanning in size from start-up to $3B Fortune 1000 organizations.  Today, she is excited to bring her industry experience to a variety of clients, including B2B and B2C companies looking to compete based on customer experience, by examining the customer journey and providing a roadmap for improvements that is supported by a strong business case.

You’ve taken the strategic steps to map the customer journey and identify key opportunities for improving the experience, reducing operational costs, and increasing revenues, but no matter how clearly a great experience for your customers resonates with your company’s values, it still comes down to: “What is a great customer experience worth to our company?" 

In this webinar, Sarah Simon, Director, Customer Success, Confirmit and Kathi Gurin, CX Strategy & Solutions Consultant, Sage Consulting, Inc.

  • Described a 4-Step Process for developing a business case for CX initiatives
  • Showed you an example of the process using an interactive business case tool to illustrate key CX impact drivers and the resulting cash flows and ROI for your business 

You’ll learn how a strong business case doesn’t have to be an exhaustive exercise – and how important it is to help your stakeholders prioritize scarce Marketing, IT and Customer Care budgets in order to address critical customer interactions. 

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