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How to Use Data to Drive Investment Decision-Making
“93% of customer initiatives fail (yes, that many!), with as little as 23% of C-suite respondents claiming that their CX investments brought about ‘tangible benefits’.
Why is this? And what can we do to demonstrate the impact of our CX initiatives to stakeholders?
Businesses soon become disillusioned when CX-ers fail to explain the results of their initiatives. This is often the result of CX initiatives that aim to do too much and, as a result, take far too long!
By adopting an increasingly agile approach – combining the science of data with the art of CX – we can avoid stakeholder…”
Getting started on the ROI of Customer Experience
“Value to the customer equals value to the organisation – but how can CX practitioners make this clear to their organisations?
Back in 2008 a team of biologists and environmental economists calculated that mankind would have to pay over 150bn Euros per year if bees, butterflies, beetles and similar creatures were to charge a fee for the service of pollination. Environmentalists have recognised that the value of nature is often talked about, but rarely acted upon. As odd as it may seem, putting a price-tag on the importance of the environment creates a compelling argument for change and action.”
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