A successful CX strategy requires creating a holistic approach that runs across your entire organisation and aligns with KPIs. Yet, we have heard time and again that most companies are struggling to create a viable CX strategy and having the right metrics to measure the business outcomes.
• Discuss the importance of harmonising business goals with CX objectives to achieve desired business outcomes
• Operationalising CX: Driving actions and yield effective results
• Demonstrate ROI of CX initiatives to see the true value of customer experience projects