Ep. 47 - How to prove the business value of customer experience - Reflections

If you can’t map customer experience to a business metric your CFO already obsesses over, you’re playing the wrong game.”That’s how Bill Staikos - former Global Head of Experience at BNY Mellon and CX leader at American Express, JP Morgan, and Freddie Mac - describes the future of customer experience.In this episode, Jochem van der Veer (TheyDo) reflects on his recent podcast episode with Bill, unpacks what it really means to tie customer outcomes to business results, and why most CX teams are still speaking the wrong language.What You’ll LearnHow to connect CX metrics to growth, risk, and operating leverage, the language of the C‑suiteWhy delight and NPS aren’t enough to earn credibilityA 3‑step shift to translate customer outcomes into business impactHow to earn a seat at the table by proving measurable ROI from experience workWatch next: Bill’s full conversation on The Experience Edge podcast (link below).https://www.youtube.com/watch?v=Z9107GkJD4gSubscribe for more on journey management, CX strategy, and operationalizing customer‑centricity at scale.Like, comment, and share with your team if you’re ready to move from dashboards to boardrooms.#CustomerExperience #CXLeadership #CustomerCentricity #BusinessImpact #JourneyManagement #ExperienceEdge #BNYMellon #CFO #CXStrategy