Duration: 45 min
CX projects are growing larger in both their scope and in expected results, and in order for CX to drive measurable value it must contribute to three key levers of business success: revenue increase, cost decrease, and risk reduction. The need for an internal business case that is quantifiable, and not just assumptive, to fund these growing projects is also on the rise but only 35% of CX teams have the ROI modeling skills it takes to achieve this.
Watch this webinar with guest speaker Maxie Schmidt-Subramanian, Vice President, Principal Analyst at Forrester Research and Shorit Ghosh, VP of Solutions at Clarabridge as they discuss:
- The types of benefits and investments needed for successful CX transformation
- The convergence of the Contact Center and CX teams to create ROI – ROI model frameworks for CX
- CX analytics capabilities and tooling that not only measure but create ROI