Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

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Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

In this webinar, we will equip you with three models that can be implemented at any stage of CX maturity to link program spend directly to your organizations key financial outcomes:

Leverage external information and analyze “back of the envelope” calculations when financial data such as customer spend is in short supply.
Derive more precise ROI calculations directly tied to company profitability, utilizing a measurement system and steady stream of financial data.
Broaden your understanding of CX’s impact on the business by linking customer feedback across touchpoints to future growth through the Customer Equity framework.

July 23rd, 2019 11:00AM PDT, 2:00PM EDT, 7:00PM BST

Brought to you by:

John Joba and David Robbins

About John Joba, Analytics Translator, Gongos, Inc.

John’s career defies the pressure of having to choose a single path. His stints across data sciences, insights integration, customer experience, and delivery management are grounded in a business-first ethos.

Joining Gongos in 2016, John was highly integral in the development of the company’s customer experience practice by helping clients extract value out of their data and applying consultative approaches to customer-centered business transformation. He also is an active member of the company’s Innovation Think Tank.

John holds a B.A. in Comparative Cultures and Politics, International Relations, and Chinese and M.S. in Business Analytics from Michigan State University.

About David Robbins, Account Strategist, Gongos, Inc.

Through a self-professed mission to support companies on their journey toward enhancing customer centricity, David’s 18-year career sits squarely at the intersection of research innovation and customer experience transformation. Through the development of customer equity models and methodologies that also support marketing, brand management, and operations management decisions, David’s experience spans both BtoC and BtoB organizations across a broad range of industry sectors.

Formerly Global Director, Customer Experience with GfK, David was instrumental in the company’s expertise across customer experience measurement and application, operational and digital efficiency along the customer journey and marketing effectiveness.

David holds a B.A. in Psychology from Oakland University and M.S. in Developmental Studies from Purdue University.

Customer Experience Update