Home Resource Library Webinar The business value of CX: How to design a program that delivers

The business value of CX: How to design a program that delivers



Discover how to design and implement a customer experience (CX) program that delivers measurable business outcomes.

Phil Durand, Principal Consultant and James Elliott, Executive Practitioner, discuss practical strategies to align your CX program with commercial objectives, specific tactics to support cross-organizational initiatives, and how choosing the right metrics makes all the difference. You’ll also learn how to ask the right questions to drive results and earn support from leadership. Join us to find out how you can unlock the power of CX for business success.

Key takeaways:

  • How to design a CX program that delivers the required value from the start
  • How to use a simple framework to link your CX initiatives to current commercial objectives
  • How to communicate results across your organization to demonstrate value and earn leadership support

Podcasts

Episode 05: Sean Albertson | Charles Schwab

HX SUPERHEROES PODCAST Reinventing with purpose: The power of reimagining customer experiences at Charles Schwab Tune in to this episode wherever you get your podcasts. If you found this episode insightful please like and subscribe. Activating CX culture: How Charles Schwab brought client-first focus to the entire organization  Sean Albertson, Head of Client Experiment Measurements […]

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Episode 05: Sean Albertson | Charles Schwab
Case study

A home of one’s own: How Pennymac makes homebuyers happy

A home of one’s own: How Pennymac makes homebuyers happy Tools used As one of the leading mortgage service providers in the country, Pennymac places great emphasis on customer service to ensure their homeowners have the best possible experience throughout their home buying journey. Pennymac was looking for the right technology partner to not only […]

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A home of one’s own: How Pennymac makes homebuyers happy
Video

Forsta Discussions

Forsta Discussions Put focus groups at your fingertips We’ve made it easy to add qual to your toolbox – and extend your research to include focus groups and in-depth interviews – in just a few clicks. Watch this Demo for a peek inside our new DIY focus group tool, Discussions; where you can create, moderate, […]

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Forsta Discussions

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