Return on Experience: The Secret Metric Every Business Needs to Know

Are traditional metrics like ROI failing to capture the true value of experience? Sujay Saha, President of Acquis Cortico-X, challenges the status quo and argues for a new framework: return on experience. He explains why focusing solely on monetary returns can be detrimental and how a broader perspective can lead to sustainable success. Plus, Sujay debunks common myths surrounding AI in the workplace and discusses how to approach digital transformation with a values-driven mindset.

Tune in to learn:

Tune in to learn:

• 00:00 Introduction to Customer Experience
• 01:49 The Evolution of Customer Experience
• 04:24 Key Metrics Surrounding CX Investment
• 05:32 Implementing Return on Experience (ROX)
• 08:38 Challenges in CX Metrics
• 10:03 Creating a Bespoke Measurement System
• 14:46 The Role of Leadership in Experience
• 16:20 Diagnosing Organizational Maturity
• 23:17 High Ground vs. Low Ground Thinking
• 25:41 The Importance of Aligned Purpose 
• 34:59 Curating AI According to Your Values
• 41:10 A Personal Experience With an Impressive CX Team
• 46:23 Key Advice for CX Leaders

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