Learn how to build effective business cases for ongoing CX investment
How a well-planned CX transformation strategy can bring unparalleled business results
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Implementing a consistent customer experience and omnichannel strategy requires streamlined and well-integrated processes in front-end delivery and back-end operations, and it requires adequate funding to deliver. However, CX professionals often struggle to quantify these benefits in business results. To put CX transformation efforts on an equal footing with other company initiatives, there must be a strong business case to demonstrate the estimated potential benefits and ROI.
Join Olivier Schröder, Senior Manager, Customer Experience Solution Consulting Asia, India and Korea at ServiceNow as he shares valuable tips and tricks on how CX leaders can get support from their business leaders and stakeholders.
Join this webinar to find out:
- How to effectively link CX initiatives to broader business goals
- How to create a seamless customer experience and collect data from across the organization to inform ROI calculations
- Ways to identify metrics that effectively track the impact of CX on financial results
- Understanding the limitations of traditional ROI metrics and how to mitigate them
- Ways to communicate ROI results to the rest of the business to ensure buy-in for future CX projects
Speaker
Olivier Schröder
Senior Manager, Customer Experience Solution Consulting Asia, India and Korea
Service Today
Olivier leads the solution consulting team for ServiceNow’s Customer workflows solutions portfolio in Asia, India and Korea. He brings 15+ years of experience working with customers on technology initiatives across Europe and Asia. He focuses on improving the end-to-end customer experience including awareness, acquisition, customer service experience, as well as effectively converting customers into brand advocates.
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