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Business Impact of cx

This expert-led service provides your organization with an indicative view of the potential business impact of improvements in customer experience as measured by NPS (Net Promoter Score).

Key Benefits

  • First-pass depiction of potential top-down financial impact of an NPS improvement
  • Improved articulation of the rationale for investment to obtain management commitment and financing
  • Enhanced organizational positioning on where to focus investment for future success in the market

Key Activities

DISCOVER:

An initial virtual Kick-off meeting to understand the CLIENT’s business context and program aspirations. This involves discussing the level of financial analysis, and the models suitable for the client.

 

DOCUMENT:

A 2.5 hour meeting to review the CLIENT’s current state capabilities and program constraints. This includes gathering the inputs and future state requirements required to build the model

 

BUILD:

A  CX Expert will use the inputs gathered to build the Potential Business Impact model

 

REVIEW:

A 2-hour meeting with key stakeholders to work through results and validate findings

browse our other qualtrics packages:

PROGRAM DESIGN
JOURNEY
MAPPING
REPORTING & ANALYSIS 
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change
CX MATURITY
ASSESSMENTS
business impact of cx