Value can be defined in various ways when analyzing organizational programs and initiatives. But make no mistake when it comes to assessing customer experience (CX) efforts – value is the ability to impact the bottom line in a tangible way.
That impact can include, for example, driving revenue, reducing costs by increasing efficiency and/or mitigating risks. The methods can vary, but the results must be quantifiable outcomes that can be reflected on the company’s financial reports.
And depending on whether you are of the glass half full or glass half empty mindset, the job of the CX professional is either filled with unparalleled opportunity or fraught with new challenges. Let’s start with the “empty glass” approach.
Read More