If you’re like most customer experience (CX) practitioners, you believe CX essentially drives the business, because if you improve customer results, business results are bound to follow, right? You’ll retain more customers, sell them more, and create more referrals.
This white paper explores three possible ways you can link your CX program to business outcomes in terms that will impress the C-suite: End-to-End CX Impact; Behavioral or Operational CX Impact; and Journey CX Impact. Choose the one that’s right for you based on the maturity of your CX program and the data you can access. We also identify the relationships that you’re going to want to build early on in your efforts in order to ensure your success. (It turns out the Beatles were right: You’ll get by with a little help from your friends.)