Exceptional customer experiences are not accidental—they are intentionally designed to be unique and differentiated. In today’s competitive landscape, organizations must go beyond surface-level engagement and focus on experiences that deliver measurable business impact. This session explores how to evaluate the return on investment (ROI) of customer experience (CX) initiatives by considering both individual and social impact. We’ll also unpack the concept of Customer Lifetime Value (CLV)—defined as the total profit a company can expect from a customer throughout their relationship—and how it serves as a foundational metric for CX-driven growth.
Key Takeaways:
• Understand CLV as the present value of all future profit streams generated by a customer
• Measures the incremental value generated through improvements in CX performance, while quantifying the return on investment • Supports the development of a customer-centric business strategy that spans the entire value chain
• Enables the prioritization of initiatives that deliver meaningful solutions—creating real value for both customers and the business
📅 7 October 2025, Tuesday
🕒 11am - 12pm
📍 Location: Zoom