CSG International : How to Score CX Wins on Tight ROI Timelines

Published: 2024-04-24 11:26:09 ET CSGS

Maximize the value of your CX initiatives and stay on track by evaluating progress along the way-not just at the project's conclusion. Show the impact of the steps taken today to protect their outcome tomorrow. Measure and report quick wins to:

Build momentum. Business teams want to know if their last investment was worthwhile before they back the next one. Earn continued buy-in by demonstrating their dollar's impact before the project ends. For example, leverage journey analytics to showcase the incremental revenue lift from the first months of a new CX enhancement. By documenting quick wins, CX teams can build momentum within departments.

Course-correct. CX teams must be agile. If the strategy isn't playing out as predicted, it's time to adjust. Tracking progress in phases creates room to pivot before going too far down the wrong path. If a strategy you've implemented lifts revenue but results in more calls to the contact center, that could be a sign to change tactics. Measuring quick wins and losses along the way exposes what's working and what's not, maximizing the budget spend.

Prove value by tracking incremental progress. Quick wins add up to positive trends that bolster continued investment in CX initiatives.

Disclaimer

CSG Systems International Inc. published this content on 24 April 2024 and is solely responsible for the information contained therein. Distributed by Public, unedited and unaltered, on 24 April 2024 15:25:06 UTC.