2022 Contact Center Exercises Return on Investment 
Horizon CX
JUNE 10, 2022
A program with a goal such as that can only last so long until the question of return on investment (ROI) arises and it can be proven that a higher NPS score has a direct correlation to improved business outcomes. Unless you’re committed to that, the mapping would merely be an exercise with no tangible business outcome.
Seaton CX
NOVEMBER 1, 2022
In the year 2022, everyone has heard the words “customer experience”—maybe even spouted those words in a meeting to defend their opinion—but they don’t always know what the words mean. A skeptical stakeholder isn’t ignorant, but they aren’t convinced CX is the right investment. But they still haven’t exercised.
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