Show Me the Money: Tying CX to Financial Metrics

Forrester’s Vice President and Research Director, Harley Manning, discusses his recent research on how the customer experience drives financial results and how improving the customer experience can reduce costs. The research looks at the financial performance of direct competitors with significant differences in customer satisfaction. He also explores which industries reap the most benefit from customer loyalty. Dr. Cheryl Flink, Chief Strategy Officer at Market Force Information, then relates specific retail and restaurant examples of financial modeling work demonstrating how CX investments drive higher revenue.

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