297: CX Leader Priorities: Measure CX Performance And Prove ROI
Forrester analysts Maxie Schmidt-Subramanian and Pete Jacques explain how to establish an enterprise-wide CX measurement program to track the success of CX activities and demonstrate the ROI of improving CX.
Managing global complexity is a major challenge when it comes to understanding what customers want, delivering customer goals, and measuring success. Gail Russell, global head of customer experience, wealth, and personal banking at HSBC, joins the CX Cast this week to share insights from her session at CX EMEA.
CX leaders must set goals for standard CX beacon metrics such as NPS and CSAT, but every organization is at a different point in their measurement journey. Rich Saunders, Senior Analyst, describes the challenges in setting the right metric goals and how to take a tailored approach that matures over time.