How do you turn CX into real business value?

In this episode of The CX Changemakers, Maria and Henrik welcome their first guest, Elina Stråhlman, CFO of Enento Group, to explore how customer experience can be translated into tangible business value and why gaining executive buy-in starts with speaking the language of business.

They discuss why CX should be an integral part of the business strategy rather than a separate initiative, and how customer insights can be turned into measurable outcomes such as reduced churn, increased revenue and greater operational efficiency. Elina shares how connecting customer feedback to specific business processes has helped Enento prioritize actions and demonstrate real impact.

You’ll also hear why data is essential when building a business case for CX, how different customer segments require different approaches, and why successful CX ultimately depends on making it a team sport — with leadership commitment, clear targets and actions across the organization.