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Finance's Role in CX

1.1 Understanding How Finance Evaluates CX Investments

1.2 Connecting CX Initiatives with Financial Planning

1.3 Identifying Costs and Financial Benefits of CX Initiatives

1.4 Understanding Financial Criteria for CX Investment Decisions

1.5 Building a Common Financial View of CX with Finance

Building a CX Business Case

2.1 Defining the Business Problem Behind a CX Investment

2.2 Quantifying the Current Cost of the Customer Problem

2.3 Estimating the Expected Financial Benefits of CX

2.4 Building Financial Assumptions and Scenarios

2.5 Presenting a Persuasive CX Business Case to Senior Leadership

Using Financial Metrics to Evaluate CX Investments

3.1 Using ROI to Evaluate CX Investments

3.2 Using CLV to Estimate Customer Value

3.3 Using NPV to Evaluate Long Term CX Investments

3.4 Using IRR to Compare CX Investment Opportunities

3.5 Using Payback Period to Evaluate Investment Timing

Linking CX Metrics to Financial Outcomes

4.1 Connecting CX Metrics with Revenue Outcomes

4.2 Connecting CX Metrics with Retention and Customer Value

4.3 Connecting CX Metrics with Cost Reduction

4.4 Building Evidence for the Financial Contribution of CX

4.5 Distinguishing Financial Contribution from Unsupported Causation Claims

Securing Executive Buy In for CX Investment

5.1 Translating CX Results into Executive Language

5.2 Using Financial Evidence to Support CX Investment Decisions

5.3 Addressing Executive Questions About CX Value

5.4 Defending CX Investment Against Competing Priorities

5.5 Building Ongoing Executive Support for CX Investment

Module 7: CX & Financial Connection

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