Demonstrating ROI is often regarded as the Holy Grail of CX. Programs that are designed with ROI in mind can win executive buy in and gain momentum over time, while programs that fail to address this critical aspect can often fail.
InMoment’s VP of Solution Consulting APAC, Eric Weight presented on the topic of ROI at CX Asia Week 2021. Watch the on-demand session to learn:
- How to “bring intention to what you build” so that every component of your CX program has a specific objective in the context of your overall business strategy and desired outcome;
- Implementing a CX program that gives you a holistic view of your customers by tapping into structured and unstructured data to maximise ROI;
- From metrics to action: How to encourage a culture of cross-functional action and improvement within your organisation by harnessing the power of your CX program value story.
