After years of being hyped as the silver bullet, can you prove your CX program really works? What’s the impact on your bottom line?
With only 20% of businesses being able to prove ROI, and risking CX budgets being diverted to the Next Big Thing as a result, Chris will discuss the challenges that CX teams face and how to ensure long-term programme support. This session will explore using Nudge theory and other techniques to empower employees and deliver positive change; how to empower stakeholders to drive tactical actions and deliver long-term change; and linking your CX activities to business outcomes that prove ROI once and for all.
Chris Brown, Senior Director, Customer Experience Management, Confirmit