Measuring CX ROI to Prioritize What Matters Most with CIBC скачать в хорошем качестве

Measuring CX ROI to Prioritize What Matters Most with CIBC

Great experiences create real business value. Hear how the 2025 winner of Forrester’s Customer Obsessed Enterprise Award proved the impact of CX by connecting advocacy to outcomes. Learn how they gained organizational buy-in for a data-driven framework that helps prioritize what matters most. Connie Goodwin, Vice President, Experience Advisory, Andrew Gillingwater, Director, Client Experience Strategy & Governance, CIBC ————— 0:00 Introduction & Audience Engagement 1:33 Introducing the Speakers 3:20 The Challenge: Quantifying CX ROI at CIBC 5:00 Four Key Problems to Solve 9:48 The Four-Phase Analytics Journey 15:25 Financial Linkage Analysis Results 19:58 Building the Valuation Framework 28:38 Vision & Organizational Buy-In Strategy 35:05 Finding Your Allies & Creating a Socialization Plan 38:01 The Six-Step Implementation Process 41:34 Key Lessons Learned & Advice 28:32 Q&A: Data Sources & Analysis Methods 30:30 Q&A: Historical Testing & Validation 34:45 Q&A: Attributing Financial Impact to NPS 36:41 Q&A: Strategic Impact on Team Roadmap 39:51 Closing Remarks: Speaking the Language of Stakeholders ————— Connect with Medallia: https://medallia.com Linkedin:   / medallia-inc.   X: https://x.com/medallia Facebook:   / medalliainc