Episode notes
Unlocking the ROI of CX - Making its Business Case
The CX Goalkeeper had the great opportunity to interview Jessica Noble
LinkedIn Headline: Transformation Strategy & Execution | Organizational Change & Org Design | Customer & Employee Experience | C-level Advisor | Author | Speaker | MBA, CCXP, PMP, MCP |
Highlights:
00:00 Game Start
01:06 Jessica's Introduction
02:57 Jessica's Values
03:56 Profit Margins
05:39 Return On Investment ROI
06:46 How to quantify it
9:36 Heroes vs. It depends
11:25 Too many options
15:24 A good example
16:52 It's not possible to measure everything
21:45 Communication
26:13 Future
29:02 Book Suggestion
31:19 Jessica's Golden Nugget
and much more on
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