In his latest, best-selling book, Prof. Dr. Phil Klaus reveals how to design and execute the most profitable CX strategies and management practices. During the last ten years he conducted multiple global studies leading to some interesting finding about CX. This presentation answers some of the questions every CX manager is asking themselves, or is being asked by their CEOs. Prof. Dr. Phil Klaus reveals: The #1 reason why CX programs fail. Why 3% - the Vanguards - outperform all other programs by up to 600%. Why most CX programs leave 'money on the table.' The most important stage of the CX. What drives CX profitability. What CX practices do not work, and why. @ProfDrPhilKlaus tinyurl.com/MeasuringCX http://tinyurl.com/ProfDrPhilCX

1. Measuring
customer
experience:
how
to
develop
and
execute
the
most
profitable
customer
experience
strategies
Profdrphilklaus.com
profdrphilklaus@gmail.com
@ProfDrPhilKlaus
#MeasuringCX

2. 10
CX
Facts
• What
we
already
know:
• CX
is
the
next
compeEEve
baHleground
• CX
is
‘big
business’
• Not
all
CX
programs
are
equal
• Did
you
know…
@ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX

3. Reason
of
CX
failure:
measuring
the
wrong
things
(What
versus
Why).
@ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX

4. nd
most
important
strategic
focus
for
CEOs
worldwide.
@ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX
CX
is
the…

5. %
of
all
CX
programs
outperform
others
by
600%.
@ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX
Be
aware
that…

6. Out
of
100
customers
recall
and
share
a
good
CX.
96
rather
share
a
bad
one.
@ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX

7. Emes
more
likely
to
recommend
you
if
your
CX
programs
focuses
on
what
happens
aWer
the
sale.
@ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX
Customers
are…

8. Out
of
10
CX
programs
are
not
profitable.
@ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX

9. -­‐ty
%
of
all
customers
suffer
from
“outsourced”
CX
components
(e.g.,
call
centers).
@ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX

10. Out
of
10
CX
programs
leave
money
on
the
table
by
focusing
on
customer
acquisiEon.
@ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX

11. Out
of
10
CX
program
managers
agree:
“Measuring
CX
with
NPS
and
saEsfacEon
is
insufficient.”
@ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX

12. Years
of
rigorous
CX
Research
backing
up
these
facts.
@ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX

13. @ProfDrPhilKlaus
profdrphilklaus@gmail.com
#MeasuringCX
hHps://www.amazon.com/author/drphilcx