Rusty Warner, VP, Principal Analyst

Show Notes:

Less than half of global CX leaders can prove the ROI of their CX initiatives. Rusty Warner joins the CX Cast to share the insights from his CX EMEA keynote, “How To Embrace Customer Lifetime Value.” He reveals how leading CX teams that demonstrate clear business value will be stronger than ever.

We discuss:

  • Why is it critical for organizations to embrace customer lifetime value (CLV)?
  • Why aren’t more organizations using CLV to measure business impact?
  • What are some of the common misconceptions about CLV?
  • How do marketing and CX metrics align with CLV parameters?
  • What should marketing and CX teams do to elevate CLV?

Listen to the full episode to hear more about why CX teams need to embrace customer lifetime value.


See the Forrester report: Beyond The Butterfly Effect: Why You Need To Embrace Customer Lifetime Value