Developing and Executing Effective CX Metrics, Measurements and ROI

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This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

Tune in on February 25th and discover:

The business value of CX
The case for investing in CX initiatives
The various measurements used to monitor CX results
How to develop dashboards that cut across all functions of an organization, not just the contact center

February 25th, 2019 9:00 AM PST, 12:00 PM EST, 5:00 PM GMT

Brought to you by:

Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

Bob Azman is Founder and CXO of Innovative CX Solutions, LLC. Innovative CX Solutions, LLC is a Customer Experience Consulting firm specializing in CX Design and Execution, Sales and Service Experience Design and Talent Development. He is the 2020 Immediate Past Chairman of the Board of the Customer Experience Professional Association (CXPA.org).

Bob has a wealth of diverse, global operations and leadership experience as an executive at organizations such as Carlson Wagonlit Travel, Thomson Reuters, Ceridian and Deluxe Corporation.

Bob earned both his MBA and bachelor’s degrees from the University of St. Thomas in St. Paul, MN. He is an Adjunct Professor in the University of Minnesota Carlson School Of Management’s Supply Chain and Operations Management department and a senior guest lecturer at the Rutgers University School of Business Executive Education programs.

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