How to prove the business value of customer experience - Reflections

Описание: Hook Point : Everyone talks about customer experience — but can you prove its business value?
Here’s how the best brands turn great CX into measurable growth.
Customer experience isn’t soft — it’s strategy. Let’s prove it with real numbers.

How to prove the business value of customer experience - Reflections

If you can’t map customer experience to a business metric your CFO already obsesses over, you’re playing the wrong game.

That’s how Bill Staikos - former Global Head of Experience at BNY Mellon and CX leader at American Express, JP Morgan, and Freddie Mac - describes the future of customer experience.

In this episode, Jochem van der Veer (TheyDo) reflects on his recent podcast episode with Bill, unpacks what it really means to tie customer outcomes to business results, and why most CX teams are still speaking the wrong language.

What You’ll Learn
How to connect CX metrics to growth, risk, and operating leverage, the language of the C‑suite

-Why delight and NPS aren’t enough to earn credibility
-A 3‑step shift to translate customer outcomes into business impact
-How to earn a seat at the table by proving measurable ROI from experience work

𝐊𝐄𝐘𝐖𝐎𝐑𝐃𝐒 : business value of customer experience, customer experience ROI, CX strategy, customer retention, brand loyalty, experience management, CX metrics, customer insights, customer journey, customer feedback, business strategy, ROI, CX leadership, CX design, simon sinek, user experience, customer satisfaction, business growth, value proposition, customer service, customer relationships, marketing strategy,

Watch next: Bill’s full conversation on The Experience Edge podcast (link below).
   • Experience starts with the CFO - Bill Staikos  
Subscribe for more on journey management, CX strategy, and operationalizing customer‑centricity at scale.

Like, comment, and share with your team if you’re ready to move from dashboards to boardrooms.

𝐂𝐎𝐍𝐍𝐄𝐂𝐓 𝐖𝐈𝐓𝐇 𝐔𝐒:
Website: https://www.theydo.com/
LinkedIn: https:// theydo-journey-management
Twitter: https://x.com/TheyDoHQ

𝐖𝐀𝐓𝐂𝐇 𝐎𝐔𝐑 𝐎𝐓𝐇𝐄𝐑 𝐕𝐈𝐃𝐄𝐎𝐒:
   • Doing CX right - Stacy Sherman  
   • Customer experience is everyone’s job - Bl...  
   • What Makes RETAIL AI So Human? - Santos Su...  
   • Experience starts with the CFO - Bill Staikos  

𝐒𝐔𝐁𝐒𝐂𝐑𝐈𝐏𝐓𝐈𝐎𝐍 𝐋𝐈𝐍𝐊: @theexperienceedgepodcast

CTA : If you believe CX drives business success, like & subscribe for more insights.
Start proving your CX impact — subscribe and elevate your strategy today.

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