The Revenue Impact of CX:
How to Prove the Value of Your Program
Date: April 6 | Time: 11:00am PT / 2:00pm ET

What is an improvement in a company’s customer experience worth in dollars and cents? Customer experience (CX) professionals frequently encounter this question. In fact, in a recent Forrester survey, the firm found that 50% can’t answer it.*

But what if you could demonstrate the connection between improving the CX and growing revenue? And what if you could identify the top actions your organization can implement to take CX, customer loyalty and revenue generation to the next level?

Join Forrester’s Roxana Strohmenger, VP of the CX Index, along with Brian Koma, VP and CX practice leader at Verint, for an informative webinar focused on the tight linkage between your CX program and financial metrics.

Join this informative webinar to find out how financial metrics play a key role in creating what we call the Intelligent Customer Experience. Key topics that Forrester and Verint will cover explore:

  • How to expand your CX program to include measures of retention and expansion loyalty that make your NPS more intelligent and drive deeper engagement with executive stakeholders.
  • How to pinpoint the elements of your CX program that can have the biggest impact on customer loyalty.
  • How to measure and maximize the 3 CX “E’s”—effectiveness, ease and emotion—and translate them into revenue gains.

This webinar also will demonstrate how Forrester’s CX Index, which covers 17 different industries in eight countries around the globe, is helping organizations improve the intelligence of CX programs through its rigorous methodology and large benchmark database.

* Source: Forrester, Drive Revenue with Great Customer Experience, 2017. January 18, 2017.

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