Specifically, they highlight how to speak about CX in the CFO’s language (numbers and dollars) by defining a CX Value Framework, aligning and prioritizing initiatives with existing portfolio management processes, executing incremental value “check-ins” to continuously realize value, and choosing the appropriate “CEO$” KPIs to quantify that value of CX.
Please see Mazen Ghalayini's article in CMSWire describing our point of view: How to Convince Your CFO to Invest in Customer Experience
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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing
From gut feel to data-driven: Why pricing strategy is critical for high-tech and software firms
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