Author: Jim Katzman

Principal, CX Strategy & Enablement at InMoment. Jim has a solid and extensive track record as a customer experience subject matter expert and customer advocate, working with numerous organisations across multiple industries. He focuses on ensuring customer satisfaction, revenue growth and customer retention.

Making things easier for customers can reduce costs for the business

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Jim Katzman, Principal, CX Strategy & Enablement at InMoment Measuring a customer experience (CX) program’s business value can take many forms. However, we’re seeing more of these programs zero in on cost reduction as the clearest proof point for justifying their implementation. Reducing cost is certainly important, but organisations focusing exclusively on this element might be missing the bigger picture. There’s another, grander reason to reduce costs, and it’s one that brands that want to stay competitive would do well to heed: Experience Improvement (XI). Why it’s vital to reduce friction Most brands continually look for ways to drive efficiencies…

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