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Report

Accounting for Great Customer Experience

This Spotlight provides an executive summary of our white paper Accounting for a Great Customer Experience:  How CX Leaders Demonstrate Economic Value.

CX leaders still struggle to make the business case for customer experience in their own organizations. Demonstrating financial impact requires a thorough understanding of the customer outcomes and behaviors that drive economic value in a given business. A recent Medallia Institute study documented how 15 companies across nine industries measure and track the impact of their customer experience initiatives.