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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