How to Determine the Financial Value of Customer Experience Investments

As we move to an agile journey, we've been very focused on OKRs and making sure that we understand the value of the investments. And frankly, moving to agile has allowed us to react much more quickly to that. We measure whether we're hitting either the revenue targets, the operating expense targets, the customer experience targets. So we report back on that on a quarterly basis. Sometimes we make adjustments to some of those investments.

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