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March 10, 2022 @ 2:00 pm - 3:00 pm



MEETUP: ROI of Customer experience (CX)

Great customer experience earns money. Forrester found that brands that deliver great CX make 5.7 times more revenue than their competitors. Still, one of the biggest challenges customer experience managers face today is convincing the executive teams that investments in CX activities will create a return. Marketing and sales result directly in converted leads and revenue growth, but customer experience efforts are often seen as a “softer” part of the business. It is easy to calculate ROI when you have an instant commercial result, but how about CX metrics that show satisfaction and loyalty level?

Prove the financial value of CX and your NPS metrics to executive and commercial teams

Although research results from advisory companies speak in favor of investing in CX activities and becoming customer-centric, it cannot simply be translated to your business and specific case. It makes sense that a happy customer means more profits, but to allocate resources sensibly and get executive support it is important to talk specific numbers. With our guest Olga Guseva, we will discuss how to find the links between operational and CX metrics and between CX and commercial metrics. For calculating the commercial effect, we will take NPS as an example, the same system can then be used for other CX metrics.

Join us at the free meetup, all you have to do is fill in the form at the bottom of the page to sign up.

About Olga Guseva

Olga Guseva is an international customer experience strategy expert, customer-centric culture transformation specialist and the managing partner of Integria Consult, one of the few consulting companies in Russia focused on customer experience. She is a CXPA recognized trainer and a leader of the International Customer Experience Masterclass in Russia and a Co-author of the Customer Experience book, an Amazon #1 Bestseller in Customer Service Category in several countries. Olga was named Top 33 Inspiring Women in CX to follow for 2022  and one of the Top 222 influencers to follow in 2022.

About Špela Zakotnik

Experienced in building and implementing a CX customer experience strategy and measurement in big companies and developing business models in close cooperation with actual end-users and customers. Certified coach and facilitator of Design thinking-based workshops to help find and tackle customer experience pain points and create great experiences.

Language: English

For who:

  • Marketing specialists
  • Customer experience specialists
  • Business intelligence experts
  • Chief customer Officers
  • Customer support experts

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March 10, 2022
2:00 pm - 3:00 pm
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