Webinar Recording

Building a Business Case for CX: How Financial Institutions Measure ROI of Experience

We’ve all heard the adage ‘what gets measured gets done’ – but in the modern business landscape, ‘what gets measured gets funded’ is more accurate. Articulating the impact of CX in terms of financial value is no easy task, yet investment in the CX touches on all levers of the P&L – from reducing costs to growing deposits. While there’s an intuitive understanding of the importance of investing in the customer experience, providing your organization with quantitative impacts on key drivers is extraordinarily helpful in creating rock solid business cases for investment.

In this webinar, we will explore an approach to financial linkage that Medallia developed based on learnings from numerous best-in-class client programs. Tune in to learn how your organization can quantify the impact of current activities and support requests for future investments.

Watch the webinar to:

  • Understand the financial impact of CX seen in multiple financial services companies
  • Develop a framework to align analytic plans with business objectives
  • Get practical advice on how to structure similar analyses in your organization

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