Customer experience pros are often tasked with proving the ROI of CX within an organization. Utilizing experience data – or “X-data” – combined with operational data – or “O-data” – can be an effective tool in proving ROI of your CX efforts. In part 2 of exploring the ROI of CX, host Steve Walker welcomes Troy Powell and Brad Harmon from Walker to discuss practical ways to use X- and O-data to prove the return on your customer experience efforts.
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Start from the right place: your stakeholders
Troy: “…[start] in the right place from the very beginning of your program or if you’re launching and just a new single survey somewhere of a really connecting with the stakeholders who are in charge of that area or, you know, all of your areas, depending on, again, what level of planning you’re at, understanding what they’re looking at operationally, because that’s going to help guide your questions that you ask, but also then help you to potentially get that data. And so it’s really starting there and thinking, what can we do to supplement.”
Start talking about it
Brad: “And that gets back to the sooner you start talking about it, the better chance you have of getting [opportunities]. Because many times it’s not easy to to get the information. It takes a lot of time. But if you start those conversations and you have, you know, a vision for what you want to do with it, you can you know, it kind of works. And a double edged sword a little bit that you can get people involved early on. They can also help you better design your programs that you want to execute.”
Tags: report Steve Walker Brad Harmon Troy Powell XO data ROI