The Financial Case for Modern CX Analytics

As economic conditions tighten, CFOs are bringing back an old discipline: Growth, but not at any cost. At first glance, the focus on cost control looks like a threat to investments in the customer. But there’s a potential benefit, and it’s a big one. Cheap capital and easy growth have too often prompted inefficient investment in the customer experience, and a swing toward efficiency is long overdue. Be smart about it by substituting better CX data and analytics for the high-cost aspects of customer management, and you can intensify your gains in customer loyalty, drive team alignment, and reduce spend. Could your CFO’s focus on cost-effective growth be the reason CX finally realizes its potential as a driver of efficient growth strategy?