How Valid Customer Experience Data Tells a Great Story

Most organizations strive to have an excellent customer service
program. Or we hope, at least. But it's one thing to talk about
strong customer experience, and it's certainly another to act on
it and measure it, especially in terms of how it adds value to
the company proving ROI. Measuring CX and its return on
investment still remains a challenge today.


According to data from CMSWire's State of Digital Customer
Experience 2021 report CX leaders are not satisfied with their
ability to quantify the impact of CX on business metrics and
outcomes. It's incredibly challenging to provide bottom-line
results and value for CX programs.


CMSWire's CX Decoded podcast co-hosts Rich Hein and Dom Nicastro
caught up with customer experience practitioner Katrina
Schiedemeyer, senior engineer of supplier development engineering
at Oshkosh, to discuss proving ROI and the impact of CX metrics.