How to Drive CX ROI with a Connected Service Experience

Delivering an end‑to‑end customer experience (CX) is challenging. Your customers expect an effortless, connected experience. Most top management teams want tangible financial results from a CX program.

Customer service is where you can show improved customer experience results in a real, measurable return on investment. Put another way, what is the cost to your business today of delivering a disconnected service experience? 

Paul Selby, Product Marketing Director with ServiceNow, and Landon Cook, Director of Customer Service for the Tennessee Department of Human Services, will discuss:

• The role of journey mapping in identifying and fixing customers’ points of friction
• Aspects to consider when calculating the expected ROI of a connected service experience
• Tips for getting support from management and buy‑in from other teams in your organization

Bob Thompson, founder and editor‑in‑chief of, will also share leading indicators of CX success and implications for your service strategy, based on his research.

Attend this webinar to learn how successfully optimizing and connecting service processes to provide a superior customer experience can be the foundation for continued CX momentum and executive support.

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