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.
Episode 62 of the Experts of Experience podcast, hosted by salesforce, mission.org, sujay saha, Acquis Cortico-X, Lauren Wood, titled "Return on Experience: The Secret Metric Every Business Needs to Know" was published on January 8, 2025 and runs 48 minutes.
January 8, 2025 ·48m · Experts of Experience
Summary
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 AI strategy 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.
Episode 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 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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Are your teams facing growing demands? Join CX leaders transforming their AI strategy 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
Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.