Futurelab.net

This is the final article in a series of Futurelab columns for consulting.de, focused on making the business case for Customer Experience (CX). In the first part (LINK) we talked about why CX Managers need to prove ROI at all (reminder: it is because ROI discussions are budgeting discussions). In the second part (LINK) we gave an example of how this calculation depends on the...

This is the third article in a series of Futurelab columns for consulting.de, focused on making the business case for Customer Experience (CX). In the first part (LINK) wetalked about why CX Managers need to prove ROI at all (reminder: it is because ROI discussions are budgeting discussions). In the second part (LINK) we gave an example of how this calculation depends on the ...

This is the second article in a series of Futurelab columns for consulting.de, focused on making the business case for Customer Experience (CX). In the first part (LINK) we talked about why CX Managers need to prove ROI at all(reminder: it is because ROI discussions are budgeting discussions).We also briefly talked about several ap...

This is the first in a series of Futurelab columns for consulting.de, focused on making the business case for Customer Experience (CX). In the coming weeks, we will explore hands-on ROI models, CX’s role in cost cutting and revenue growth, and how to tailor your argument for different stakeholders–from CFO to CMO to frontline ops.<...