The ROI of Taking Action: Quantifying the Impact of CX and EX Initiatives

Are you thinking about making a change in your business to improve your customer or employee experience, but are unclear of how to measure the impact? Have you recently deployed a change but are unsure of how to measure the ROI of that investment? To successfully improve and innovate, companies need to evaluate (with data!) the impact of experience related initiatives and incorporate this behavior and mindset into how they manage their business.

Watch experts from Medallia’s Strategy Analytics and CX Advisory teams as they discuss common obstacles to evaluating the impact of initiatives and how to overcome them. The discussion includes a conversation around how to set up internal governance and processes, choose the right questions and metrics, execute, and analyze and share results to measure the impact of customer and employee experience innovations on key business metrics.

Watch to learn how to:

• Assign clear accountability
• Choose the right metrics
• Select a method to evaluate impact
• Avoid common pitfalls
• Leverage initiative testing to foster a culture of innovation