In the dynamic customer experience management landscape more is needed to focus on the financial gains or the Net Promoter Score (NPS). Stakeholders yearn for a deeper understanding, a comprehensive breakdown beyond the surface-level impact of adopting a new customer experience management platform. As CX leaders, our mission extends far beyond demonstrating that we’re ‘paying back’ the investment – we must connect the dots between customer experience management and the intricacies of our company’s operations. For instance, start with looking at our four core stakeholders – CFO, Product Manager, Service Teams and the Senior Leadership team.
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- Understanding the CFO’s Language Pretty visuals or gut feelings don’t sway Your Chief Financial Officer (CFO). They want cold, factual data. This is where calculators and clear ROI models in customer experience management play a crucial role, answering the questions that keep the financial wheels turning: “What are you saving me?” and “How much do you want from me?” It’s about translating the language of CX into the language of numbers.
- Meeting Product Managers’ Curiosity Product managers are on the front lines, and they’re curious. “What are you expecting us to do with the data?” they ask. It’s about clarifying expectations, aligning customer experience management goals with product strategies, and ensuring every nugget of customer insight contributes to product enhancement.
- Empowering Service Teams Service teams seek the nitty-gritty details: “How will the data be used to improve customer service and impact existing support staff and processes?” Effective customer experience management empowers them with the tools and insights needed to revolutionize support, making it more efficient and customer-centric.
Addressing Senior Leadership Perspectives
The senior executive team isn’t interested in micro-details; they want the grand narrative. “Will our customers be happier? Will they advocate for our product? What’s the Cost to the business?” Here’s where holistic customer experience management comes into perspective—examining how CX impacts financial, customer, and employee outcomes.
In the ever-evolving CX landscape, let’s move beyond financial impact; let’s aim for transformative change. The multi-stakeholder, three-lens approach to customer experience management isn’t just philosophy; it’s the compass guiding your CX program to genuine, company-wide success.
