ROI: THE HOLY GRAIL OF CX
Return on Investment (ROI) is the holy grail of customer (CX), employee (EX) and market (MX) experiences. Every practitioner wants to prove itís real, but the quest to find it can be fraught with peril and, in the end, many businesses end up believing itís completely fictional. This ebook will delve into the mysteries of the financial impact of experience programs and how you can implement and measure experience initiatives designed to deliver ROI.
Why is the ROI of experiences so hard to establish? The answer is twofold:
1. ROI is not a single number; itís wide-ranging and can be found in any part of the enterprise.
2. Many businesses focus too much on the end goal (ROI), but fail to establish a program with the necessary elements required for success.