July 18, 2019 | Podcast

This is CX, Episode 48: Talking CX with your CFO

Specifically, they highlight how to speak about CX in the CFO’s language (numbers and dollars) by defining a CX Value Framework, aligning and prioritizing initiatives with existing portfolio management processes, executing incremental value “check-ins” to continuously realize value, and choosing the appropriate “CEO$” KPIs to quantify that value of CX.

 

Please see Mazen Ghalayini's article in CMSWire describing our point of view: How to Convince Your CFO to Invest in Customer Experience

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