Calculating the ROI from improved customer retention
Learn more about ROI from CX with Nikhil Shoorji
This webinar will explore how to calculate ROI from improved customer retention. Join us on 29 September 2021 at 11am BST
While companies may enjoy the financial rewards from customer experience spend, they often lack the visibility to correctly attribute these returns to CX efforts. This dangerous disconnect between ROI and CX can threaten the future of CX investments.
CX Network’s ongoing 2021 Global State of CX research is seeing return on investment (ROI) emerge as a tough challenge in particular for the CX practitioners surveyed in EMEA. The EMEA CX experts flagged ROI as one of their worst investment challenges and the second toughest challenge holding back CX projects, which were stronger rankings than the global average. Over half of the EMEA group admitted they feel rising pressure to prove ROI with CX.
Previous wins from CX projects do seem to be helping with winning buy-in from internal stakeholders. However, 45 per cent of the EMEA experts feel many of the business benefits generated from CX projects go unmeasured.
Join our webinar with VP general manager at Infobip, Nikhil Shoorji, where he will explore the art of proving and delivering returns from CX investments.
Attend this webinar to learn more about:
- How to measure ROI in CX
- Why customers are more willing to swap for better experience, and what this means for ROI
- Why customer journey mapping is important in defining ROI
Speaker
Nikhil Shoorji
Managing Director – Europe
Infobip
Sponsors
