Proving return on investment (ROI) has been a challenge for customer experience (CX) experts since the beginning. According to new research from CX Network, it seems that struggle hasn’t changed.
In many cases, brands enjoy financial rewards from their CX programs but lack the visibility to tie those benefits to efforts. This disconnect jeopardizes future CX investments.
According to the Global State of CX 2020 report, 53 percent of respondents in North America believe many CX benefits go unmeasured. Additionally, 39 percent believe they are only able to identify a few benefits.
Join CX Network and InMoment as we walk through report findings and share key insights on how to answer the business value question within customer experience.
Tune in to access the following insights:
- The top goals and obstacles facing North American CX professionals today
- The four economic pillars of business value
- The metrics you can use to prove ROI right now