Are you struggling to prove the financial impact of your CX initiatives? Many organizations collect customer feedback, but fail to translate that data into revenue-generating strategies. In this 60-minute CX Essential Masterclass, Carlos Molina, VP of Business at IZO, will guide you through the proven methodologies used by 500+ global companies to bridge the gap between customer emotions and business profitability. During this session you will learn how to apply the IZO CEM Framework — a model with 10 elements and 4 layers to diagnose, design, and plan a winning CX strategy. You will also learn how to correlate experience metrics like NPS with tangible KPIs such as average ticket size and purchase frequency, so you can justify your CX investments to the board. Beyond that, you will discover how to transform your VoC programs into "Close the Loop" action systems that generate cross-sell revenue and recover detractors, how to build accurate Customer Journeys and Buyer Personas to prioritize resources and align your organization, and how to map initial and desired emotions at every touchpoint so customers always leave with a positive memory that drives loyalty.
Directors & CX Leaders who need to link experience metrics to financial results. Area Managers & Strategists tasked with standardizing team methodologies and implementing mid-to-long-term experience improvements. Organizational Change Champions looking to build a true customer-centric culture across their company.
Carlos Molina, VP of Business at Izo
