About the session
Experience Economics: Proving bang for your buck in times of uncertainty
Brexit? Trump 2020? A possible financial slowdown? The zombie apocalypse?
When times get tough organisations must make hard decisions around priorities and often (sadly) the first thing to be dispensed with is investment in Customer and Employee experience. “Why…” - says the CFO - “…should I invest in nice to haves when my Earnings Before Interest, Taxes, Depreciation, and Amortisation (EBITDA) is so challenged?” or “I’ve invested in service design before, but I can’t prove that it’s having any impact on my growth”.
How do you address this? How do you prioritise your service design initiatives in such a way as to link them to organisational benefits? How do you prove that enhancing the customer/employee experience is not just the right thing to do, but also a valuable thing to do?
Join us to talk about Experience Economics and learn how to attribute value to an experience, make informed decisions about your priorities, and convince your CFO with metrics rather than opinions.
An overview of the concepts around Experience Economics and how to prove the Return on Investment (ROI) of your customer design initiatives.
How to bake experience economics measured into a service design approach.
Practical examples of how to use experience economics.
About the speaker
Nick Varney is the Customer Experience practice lead at Sparks Grove
Book your day pass for Friday 25.10, you will be asked to pick 5 sessions of your choice for the day.