CX is no longer a support function. It’s a strategic lever that shapes retention, efficiency, and enterprise value.
This eBook equips CX leaders with the metrics and language that resonate in the boardroom.
Written by Denys Dubner, CEO of WOW24-7, and backed by insights from McKinsey, Bain, Forrester, Deloitte, and WOW24-7’s Experience Centers, this guide reframes CX from a support function into a strategic powerhouse—showing how to translate Voice of the Customer into board-level strategy, connect experience metrics to financial outcomes, and position the contact center as a driver of enterprise value rather than a cost center.
What You’ll Learn
- Prove CX’s Financial Impact – Link CSAT, NPS, and advanced KPIs (CLTV, FCR, CX ROI, CCAR) directly to revenue and profitability
- Reframe the Boardroom Narrative – Speak the language executives value: profitability, margin protection, and enterprise strategy
- Drive Retention & Loyalty at Scale – See how proactive CX reduces churn, lowers costs, and extends lifetime value
- Leverage Technology for Strategic Advantage – Explore how AI-powered Experience Centers anticipate customer needs and scale smarter
- Claim Your Seat at the Table – Position yourself as not just a responder, but a strategist who shapes roadmap, revenue, and retention