From Behavior to Business Value — Operationalizing Customer Experience

from business performance. In today’s digital, data-rich environment, that approach is no longer sufficient.

Unfortunately, many organizations have taken a misguided approach for delivering CX, focusing on reactive activities rather than intentionally designing for CX. For successful CX, a shift is needed to enable meaningful measures that not only reflect customer interactions, but also how CX impacts business results.

This presentation introduces a practical framework for transforming CX into a measurable business driver by aligning employee behaviors with customer expectations and linking those behaviors directly to business results.

Key Takeaways:
– Where good CX actually starts.
– Moving from perception metrics to business results.
– Critical factors for success for CX measurement.