ROI by Design: How to Create Meaningful Value from CX

CX ROI doesn’t happen by accident. Brennan Wilkie, a veteran of CX measurement and customer listening, shares essential elements in building and proving value in CX initiatives.

Wilkie, InMoment’s SVP of Customer Experience Strategy, discusses:

Mapping your value landscape

  • Linking initiatives to larger business objectives
  • Defining success
  • Results-oriented listening
  • Gaining support for action


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