Ep. 55 - The Three Metrics Every CX Team Needs to Prove ROI - Jochem van der Veer

Most CX teams struggle to show ROI because they’re looking in the wrong place. CX isn’t just one metric and it was never meant to be. As Jochem van der Veer explains, leaders don’t fund sentiment… they fund outcomes.

In this episode, Jochem breaks down the three ROI lenses every mature CX organization uses to quantify impact across the business: customer outcomes, operational efficiency, and strategic influence, and how they work together to reveal the full-stack value of customer experience.

If you want CX to be taken seriously, stop defending it with dashboards and start showing how the system behaves differently because of the way you work.

What You’ll Learn

• How to measure and prove CX impact through three enterprise-wide signals:
• Customer Outcomes. How reduced churn, faster time-to-value, and increased cross-sell/upsell probabilities drive revenue growth
• Operational Efficiency. How fixing upstream friction cuts avoidable support volume, eliminates duplication of work, and reduces delay-driven waste
• Strategic Influence. How journey alignment accelerates prioritization, decision-making, and cross-functional clarity
• You’ll walk away with a practical, system-level view of CX ROI that product, finance, and executive teams actually believe.

KEYWORDS

business value of customer experience, customer experience ROI, CX strategy, customer retention, brand loyalty, experience management, CX metrics, customer insights, customer journey, customer feedback, business strategy, ROI, CX leadership, CX design, simon sinek, user experience, customer satisfaction, business growth, value proposition, customer service, customer relationships, marketing strategy

Watch next:

Bill’s full conversation on The Experience Edge podcast (link below).

• Experience starts with the CFO – Bill Staikos

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Like, comment, and share with your team if you’re ready to move from dashboards to boardrooms.

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