In this episode, Mike is joined by guest Mazen Ghalayini, Managing Director and Leader of West Monroe’s Customer Experience practice, to discuss how CX leaders can speak about – and build the business case for – CX transformation efforts with their CFOs. Specifically, they highlight how to speak about CX in the CFO’s language (numbers and dollars) by defining a CX Value Framework, aligning and prioritizing initiatives with existing portfolio management processes, executing incremental value “check-ins” to continuously realize value, and choosing the appropriate “CEO$” KPIs to quantify that value of CX.
Please see Mazen's article in CMSWire describing West Monroe Partner's POV on this topic: How to Convince Your CFO to Invest in Customer Experience