CSG International : How to Score CX Wins on Tight ROI Timelines
April 24, 2024 at 11:26 am
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Maximize the value of your CX initiatives and stay on track by evaluating progress along the way-not just at the project's conclusion. Show the impact of the steps taken today to protect their outcome tomorrow. Measure and report quick wins to:
Build momentum. Business teams want to know if their last investment was worthwhile before they back the next one. Earn continued buy-in by demonstrating their dollar's impact before the project ends. For example, leverage journey analytics to showcase the incremental revenue lift from the first months of a new CX enhancement. By documenting quick wins, CX teams can build momentum within departments.
Course-correct. CX teams must be agile. If the strategy isn't playing out as predicted, it's time to adjust. Tracking progress in phases creates room to pivot before going too far down the wrong path. If a strategy you've implemented lifts revenue but results in more calls to the contact center, that could be a sign to change tactics. Measuring quick wins and losses along the way exposes what's working and what's not, maximizing the budget spend.
Prove value by tracking incremental progress. Quick wins add up to positive trends that bolster continued investment in CX initiatives.
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CSG Systems International Inc. published this content on
24 April 2024 and is solely responsible for the information contained therein. Distributed by
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24 April 2024 15:25:06 UTC.
CSG Systems International, Inc. is a software-as-a-service (SaaS) platform company. The Company provides revenue management, digital monetization, customer experience, and payments solutions. The Company offers integrated real-time revenue management platforms leveraging public cloud, private cloud, or on-premises deployments to optimize and monetize transactions at every stage of the customer lifecycle. The Companyâs products are used in the areas of 5G/internet of things (IOT) monetization, financial services, technology, telecom, field service management, operations support systems/business support systems (OSS/BSS), journey orchestration, journey analytics, customer experience, and integrated payments. The Company offers operational services encompassing infrastructure management, including hardware, application, and environmental management and application configuration management, including configuration development, release, and deployment.