CX Management
Customer experience management is not easy — building the program, acquiring and honing talent, establishing a credible enterprise governance structure, and asserting financial expectations are piece parts of a complex structure that is often in place to change the very nature and performance of your company. Getting it wrong destroys trust and results — getting it right is fuel.
CX-Led Change
Customer experience is an internal disruptor, driving sometimes deep-rooted operational and organizational change to enable firms to compete on the basis of experience. The opposite is also true: If your CX team is unable to address internal silos that fracture journeys and frustrate customers, CX may fail in its basic role of creating differentiated experiences that serve as an engine of growth.
CX Measurement
Customer experience measurement is an operational game. It should be surgical, telling you exactly where and how to invest to create value for customers and grow revenue. Winning the game depends on translating measurement into precise action and persistent results.
CX Performance
Customer experience is charged with creating a clear link between the experiences customers enjoy and the growth your firm realizes. It has not yet met that potential. And it is no small task. CX teams need to anticipate customer behaviors and expectations, select those experiences that matter most to customers and growth, and design experiences that drive affinity in an unforgiving, sometimes volatile market.
Customer Experience Insights
Values, Ethics, And Algorithms, Oh My!
We’re At The Employee-Experience Strategy Inflection Point
Competing For Today’s Values-Based Consumers
Understand what drives today’s values-based consumer and how brands can clearly and authentically deliver their values messaging.
Revitalize CX Measurement & Prioritization
A guide to prioritizing CX projects with the greatest business impact and demonstrating their contributions in a cost-sensitive environment.
Our Customer Experience Team
Andrew Hogan
Principal Analyst
Joana de Quintanilha
VP, Principal Analyst
Maxie Schmidt
Principal Analyst
Capturing The ROI Of CX 
Customer experience makes financial sense. A 1-point increase in CX Index™ score can equal up to $1,000,000 in additional incremental revenue.
The trick is making a persuasive, stakeholder-ready business case. We’ve made it easier. Download our complimentary step-by-step guide to building a financial case for CX. It includes a customizable CX ROI calculator.
Customer experience makes financial sense. A 1-point increase in CX Index™ score can equal up to $1,000,000 in additional incremental revenue.
The trick is making a persuasive, stakeholder-ready business case. We’ve made it easier. Download our complimentary step-by-step guide to building a financial case for CX. It includes a customizable CX ROI calculator.
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Learn more about the ROI of CX and CX measurement in a complimentary webinar hosted by Principal Analyst Maxie Schmidt-Subramanian.