Return on Experience (ROX): Activate participation to bridge the divide between customer and employee experience

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Return on experience (ROX)—versus return on investment or return on ad spend—has taken on new importance for digital and operational leaders. The impact of COVID-19 has put a heightened emphasis on how to navigate this new reality across all industries. How can you measure success and achieve sustainable business outcomes?

Where customer experience is emphasized across channels, there is value to be gained. Too often, experiences are seen as ephemeral or hard to measure and monetize. As a result, companies fail to see that fragmented, incomplete, and disrupted end-user interactions cost more to repair than create.

Download this white paper to learn:

  • How organizations can approach ROX to deliver value across the convergence of customer and employee experience.
  • The impact that a participation-based approach across the customer and employee experience spectrum can have on your business.
  • What is an ROX model and framework through which returns can be projected and realized. 
ICF’s global marketing services agency focuses on helping your organization find opportunity in disruption.
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Meet the authors
  1. Jane Motz Hayes
  2. Sherief Salem
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