Demystifying Financial Metrics For CX

January 2nd, 2019

With contributors:

Summary

Customer experience (CX) professionals must trace CX outcomes to core financial metrics in order to establish the material impact of CX performance and initiatives that aim to drive CX quality. For this to happen, CX pros must learn to speak the language of finance and understand the profit DNA of their company and industry. This blueprint helps CX pros understand the key metrics that financial services firms use based on a detailed and illustrative unbundling of a major bank’s profit model that indicates which areas are affected by CX and how.

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