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Executive Insights: A CFO’s Point of View on the Customer Experience

 

 

For the customer experience to take hold in an organization, companies must begin correlating financial performance to their customer experience success.

 

 

Only then will they get all customer experience stakeholders on board working together to achieve a holistic experience and deliver a relevant engagement strategy. In this article, Regina Paolillo, chief financial officer at TeleTech, discusses how she works to instill the importance of treating every customer interaction as a valuable opportunity. Learn:

 

Why it is so important for the CFO to understand the business case for customer centricity

About the different metrics companies can use to measure customer experience performance

How outdated technology and disconnected data can hurt a company’s ability to deliver a great experience

 

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