Cost Reduction Creates Experience Improvement, Not Just Business Value

Jim Katzman, CX distinguished practitioner, talks about how measuring a customer experience (CX) program’s business value can take many forms. However, we’re seeing more of these programs zero in on cost reduction as the clearest proof point for justifying their implementation. Reducing cost is certainly important, but organizations focusing exclusively on this element might be missing the bigger picture. There’s another, grander reason to reduce costs, and it’s one that brands that want to stay competitive would do well to heed: Experience Improvement (XI).

Read more on Customer Think

Change Region

Selecting a different region will change the language and content of

North America
United States/Canada (English)
DACH (Deutsch) United Kingdom (English)
Asia Pacific
Australia (English) New Zealand (English) Asia (English)