Jorie Sax

Most organizations have no shortage of customer data, yet many CX leaders still struggle to secure executive buy-in and investment. The challenge isn't collecting more data - it's translating customer insight into metrics that resonate in the boardroom. 

Explore how to tell a more compelling story with your data and position CX as a driver of operational efficiency, revenue growth, cost reduction and business performance, not just customer satisfaction.

• What evidence most effectively influences executive stakeholders and boards?

• When do customer insights and satisfaction measures matter most, and when do other business drivers carry greater weight?

• How competitive benchmarks and market trends influence investment decisions.

• The role of operational efficiency, productivity, and cost-to-serve improvements in funding Customer Experience initiatives.

• Common pitfalls that prevent organizations from moving from pilot programs to enterprise-scale adoption.

• How leaders build coalitions across business, technology, and customer facing teams to sustain long-term investment.

• How do you define the ROI of experience: more revenue, more channel adoption or reduction of cost to execute?