The business value of CX: How to design a program that delivers

Presented by

Phil Durand - Principal Consultant CX Consulting, Forsta; James Elliott - Executive Practitioner, Forsta

About this talk

Discover how to design and implement a customer experience (CX) program that delivers measurable business outcomes. Phil Durand, Principal Consultant, discusses practical strategies to align your CX program with commercial objectives, specific tactics to support cross-organizational initiatives, and how choosing the right metrics makes all the difference. You’ll also learn how to ask the right questions to drive results and earn support from leadership. Join us to find out how you can unlock the power of CX for business success. Key takeaways • How to design a CX program that delivers the required value from the start • How to use a simple framework to link your CX initiatives to current commercial objectives • How to communicate results across your organization to demonstrate value and earn leadership support

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Forsta powers the HX (Human Experience) platform that breaks down the silos between customer experience (CX) employee experience (EX), and market research. Our technology helps you get closer to your people to fully understand their experiences, really see who they are, better respond to their needs, and build genuine lasting relationships with them. We’re here to help inform and inspire all that you do to understand your humans. With us, you can gather, analyze, visualize, and act on the data and insights your customers and employees generate. We promote best practices, examine industry trends, discuss industry controversies and challenges, and above all, help you get to know the humans in your business.