CX Goalkeeper and the ECXO with Enrique Gomez - E42 is about ROI in customer experience

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Enrique Gomez Alonso

Enrique is Principal XP South EMEA at Medallia and Founding Member of the ECXO

In this episode you will learn:

- Some highlights on the ECXO

- Show financial results to get on the top of the C-Suite priorities (on the short and on the long term)

- 4 steps to develop a Voice of the Customer program

i) Phase 1: Outside-in – Start with the external view

ii) Phase 2: Few data available - Start linking customers feedback with some KPIs e.g., renewal rate (6-9 months of data available)

iii) Phase 3: More data available - Start analyzing and deep diving into data. Proving the relations and the quality of the improvements imp ...