The Financial Case for Modern CX Analytics
Learn to convince your CFO and other skeptics about the impact CX can have.
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?