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Customer Personas
CFO 57% of companies
75% of companies can relate improving customer experience levels to
recognise service as a revenue/profit growth
competitive differentiator: up
18% in two years. But c-sat Common Concerns • Financial Best Practice and Improving ROI
levels down 4th year in
• Ensuring Compliance with Regulation
succession • Reducing Business Risk
Business Value • Eliminate Financial and Technical Risk
• OPEX versus CAPEX
Leading Questions • How important is customer experience to your
growth/revenue plans?
• What are you revenue goals per interaction type?
• What is your target experience and reality?
Typical Objections • Cost compared to competitors with cheap per seat pricing
• Governance and Control – especially aligned with compliance
