By Ron Shamah

Ron Shamah of agency Rightpoint makes a case for what he calls ‘return on total experience,’ a model for judging whether brand experience work really works.

For businesses that want to succeed in a volatile market, delivering great experiences is more imperative than ever. But as more companies grapple with shrinking budgets, consolidated leadership, and a hyper-targeted ROI approach, delivering those great experiences has proven difficult.

According to Forrester’s US 2023 Customer Experience Index, only 6% of executives saw significant customer experience (CX) improvement this year, even though 80% of executives made it a priority. Employee experience (EX) is also Read full story ›

Source: The Drum