Everything You Want to Know About CX ROI But Were Afraid to Ask
Join us for this FAQ-style webinar!
These two amazing experts, Jim Katzman, CX strategist InMoment and guest speaker Judy Weader, senior analyst at Forrester have years of experience helping brands establish and realize the value of improving experiences and achieving their financial and business goals. They will be answering the most frequently asked questions they receive around proving CX program value and ROI.
You will learn:
- How brands are proving the value and ROI of CX and why it should matter to you
- The steps you can take today that will set you and your program up for success
- What it takes to shift from just sending surveys to being truly customer centric
- The art of designing digital experiences that make a difference today
No matter if your company is focused on retaining customers, achieving specific financial goals or something else this webinar will address everything you want to know about proving CX ROI but were afraid to ask.
Meet the speakers:
Judy Weader, Senior Analyst, Forrester
Judy’s research covers a variety of areas critical to establishing, funding, and scaling the customer experience (CX) function, including CX governance, CX prioritization, the ROI of CX, and CX strategy. Her varied background also extends her coverage into healthcare CX and government CX and EX, as well as evaluations of digital user experiences.
Prior to joining the research team, Judy served as a principal advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. Before joining Forrester, Judy was with Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise. Judy has had a varied career, including administering and performing risk management for a US Treasury Department/Defense Department smart card program at the Federal Reserve Bank of Boston as well as more than a decade of IT and web infrastructure management at Houghton Mifflin Company, an eBusiness incubator, and various US government institutions. Judy earned her master’s degree in finance from Boston College’s Carroll School of Management. She holds a Bachelor of Arts in political science from Penn State.
Jim Katzman, Principal, CX Strategy & Enablement, InMoment
Jim has a strong track record as a customer experience subject matter expert, a customer advocate, and an experience program owner for some big-name brands. He focuses on ensuring customer satisfaction, revenue growth, and retention. Jim leverages his inveterate VoC skills, including a focus on understanding the customer at key points along their journey and packaging key metrics into relevant and actionable learnings.
As the world innovates and becomes more digital, Jim looks for ways to leverage the voice of the customer and technology to extract trends and deep learning. As a result, his clients are better equipped to drive world-class customer experiences. He has created high-performing teams, long-term mentor relationships, and a strong personal brand that instills the utmost confidence.