ROX (Return on Experience): What to measure, how to measure, what to expect
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About This Episode
Learn how to plan, calculate, and measure customer value and business ROI in order to maximize return from multichannel solutions for customer experience management. While focusing on the key returns from customer experience efforts, this session will also provide best practices for planning, prioritizing, and measuring your customer experience projects. We’ll provide examples of customer value and business returns from CEM projects to illustrate ways to balance the needs of the customer with the needs of the business.
Runtime : 01:02:16 Added : 10/05/2011
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MAX 2011 Envision
Discover and explore strategies for building engaging experiences across multiple screens.
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