Return on Experience: The Secret Metric Every Business Needs to Know
from Experts of Experience
by salesforce, mission.org, sujay saha, Acquis Cortico-X, Lauren Wood
Published: Wed Jan 08 2025
Show Notes
Are traditional metrics like ROI failing to capture the true value of experience? Sujay Saha, President of Acquis Cortico-X, challenges the status quo and argues for a new framework: return on experience. He explains why focusing solely on monetary returns can be detrimental and how a broader perspective can lead to sustainable success. Plus, Sujay debunks common myths surrounding AI in the workplace and discusses how to approach digital transformation with a values-driven mindset.
Tune in to learn:
Tune in to learn:
- Introduction to Customer Experience
- The Evolution of Customer Experience
- Key Metrics Surrounding CX Investment
- Implementing Return on Experience (ROX)
- Challenges in CX Metrics
- Creating a Bespoke Measurement System
- The Role of Leadership in Experience
- Diagnosing Organizational Maturity
- High Ground vs. Low Ground Thinking
- The Importance of Aligned Purpose
- Curating AI According to Your Values
- A Personal Experience With an Impressive CX Team
- Key Advice for CX Leaders
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