7 Steps to Navigate the Changing CX Landscape

CX is critical to every business, but before the benefits of a successful CX strategy can be felt, business leaders must be capable of quantifying and measuring CX. Customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES) are important KPIs, but because they do not directly translate to cost savings, these metrics often do not resonate with executives outside of their organization. To successfully navigate the changing CX landscape, there are several steps you should take to build an effective business case. This starts with developing an understanding of “customer costs” and how to use them to build a simple benefit and ROI model that drives your business: Step 1: Understand interaction trends. Step 2: Assign costs to these trends. Step 3: Get to the “why.” Step 4: Design an action plan. Step 5: Make reasonable assumptions. Step 6: Establish the projections. Step 7: Measure the impact. Full article: https://www.talkdesk.com/blog/7-steps-to-navigate-the-changing-cx-landscape/
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