1. Solving for Customer Experience ROI Customer Analytics Consulting, LLC J.C. Corrigan

2. Problem Statement How can I quantify and place an ROI on my Customer Experience Initiatives?

3. Your Company Your Customer Logical “ knows” Acknowledges Concrete The Past Process Revenue Costs Transactions Emotional “ believes” Appreciates Abstract The Future Action Loyalty Effort Experiences

5. How can I build a process that facilitates customer experience? More importantly, how can I measure the impact on my process and the customer?

6. Example A customer has a flawless transaction on the web and repeats the transaction a week later A customer has a flawless transaction on the web and repeats the transaction a month later A customer has an issue resolved on the phone the first time they call A customer has an issue resolved on the phone involved two transfers A customer has an issue resolved on the phone that involves two callbacks What does each of these cost, not just in operational costs (callbacks, transfers, revisits), but in customer loyalty (spend more, repurchase, word of mouth)? What happens when I make process changes?

7. What flaws exist in attempts to do this today?

8. 1. Siloed organizations that politically or culturally can not be penetrated. 2. The inability to resolve conflicts between products, processes, policies, and people. 3. The inability to translate Intangible ROI to tangible ROI. 4. Lack of leadership and/or funding commitment. 5. Data rich, information poor 6. Un-necessary complexity 7. Blind spots 8. Process variation 9. Metrics and Measures that are not actionable 10. Paradigms that create barriers that prevent change from happening

9. How do you bring these two concepts together? Tangible vs. Intangible?

10. Nexidia Speech Analytics