How Valid Customer Experience Data Tells a Great Story

Most organizations strive to have an excellent customer service program. Or we hope, at least. But it's one thing to talk about strong customer experience, and it's certainly another to act on it and measure it, especially in terms of how it adds value to the company proving ROI. Measuring CX and its return on investment still remains a challenge today. According to data from CMSWire's State of Digital Customer Experience 2021 report CX leaders are not satisfied with their ability to quantify the impact of CX on business metrics and outcomes. It's incredibly challenging to provide bottom-line results and value for CX programs. CMSWire's CX Decoded podcast co-hosts Rich Hein and Dom Nicastro caught up with customer experience practitioner Katrina Schiedemeyer, senior engineer of supplier development engineering at Oshkosh, to discuss proving ROI and the impact of CX metrics.