Return on Experience: The Secret Metric Every Business Needs to Know
Return on Experience: The Secret Metric Every Business Needs to Know  
Podcast: Experts of Experience
Published On: Wed Jan 08 2025
Description: 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 Experience01:49 The Evolution of Customer Experience04:24 Key Metrics Surrounding CX Investment05:32 Implementing Return on Experience (ROX)08:38 Challenges in CX Metrics10:03 Creating a Bespoke Measurement System14:46 The Role of Leadership in Experience16:20 Diagnosing Organizational Maturity23:17 High Ground vs. Low Ground Thinking25:41 The Importance of Aligned Purpose 34:59 Curating AI According to Your Values41:10 A Personal Experience With an Impressive CX Team46:23 Key Advice for CX Leaders –Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org