Ep. 47 - How to prove the business value of customer experience - Reflections
Description
If you can’t map customer experience to a business metric your CFO already obsesses over, you’re playing the wrong game.”
That’s how Bill Staikos - former Global Head of Experience at BNY Mellon and CX leader at American Express, JP Morgan, and Freddie Mac - describes the future of customer experience.
In this episode, Jochem van der Veer (TheyDo) reflects on his recent podcast episode with Bill, unpacks what it really means to tie customer outcomes to business results, and why most CX teams are still speaking the wrong language.
What You’ll Learn
How to connect CX metrics to growth, risk, and operating leverage, the language of the C‑suite
- Why delight and NPS aren’t enough to earn credibility
- A 3‑step shift to translate customer outcomes into business impact
- How to earn a seat at the table by proving measurable ROI from experience work
Watch next: Bill’s full conversation on The Experience Edge podcast (link below).
https://www.youtube.com/watch?v=Z9107GkJD4g
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#CustomerExperience #CXLeadership #CustomerCentricity #BusinessImpact #JourneyManagement #ExperienceEdge #BNYMellon #CFO #CXStrategy
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