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May 25, 2021 7:26 AM PT Establishing a customer experience (CX) program s ROI is one of the greatest challenges that CX practitioners and the organizations they serve face in the modern experience landscape. Across all businesses, the entire C-suite leadership team is looking to validate an experience management program by asking one question: what is the financial impact of my CX investment? The question is most pertinent to CFOs and other key stakeholders who are tasked with signing off on initiatives and their budgets, according to Andrew Park, vice president for strategy and enablement at InMoment. If you serve as CFO or in another financially-minded position, your highest priority is to protect enterprise value. The nature of your role means that you are typically direct, results-oriented, and focused on the quantifiable impact of any business investment, he told CRM Buyer in an exclusive exchange.

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