Skip to content

In today’s new digital world, brands have ceded control to the customer, giving rise to a renewed focus on customer experience (CX). But how can operations executives create effective CX initiatives without breaking the bank?

In this webinar, Forrester Principal Analyst Ian Jacobs, who focuses on the digital transformation of customer service, talks about the three key drivers of CX and their financial impact on a company’s top and bottom line.

Ian shows how even a one point improvement in a company’s CX IndexTM score could potentially increase a company’s total annual revenue by $5 million or more.

Accenture’s John McNally then details the Zero-Based Budgeting (ZBB) concept and how it justifies every element of a budget, drives business value, and makes a company more competitive. John also covers the three drivers of using contact centers as a strategic asset:

  • Smart automation
  • Selective human touch
  • Smart integration

Watch the webinar to learn how your enterprise can effectively create CX initiatives without a major impact to your budget.