Show us the Money: A Business Case for CX Initiatives


Author Bio


Author Bio

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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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