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
–
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
Experts of Experience