Sujay Saha

How do you bring all of that together into not necessarily a singular metric, but a singular view of all of these metrics together?

How do you bring all of that together into not necessarily a singular metric, but a singular view of all of these metrics together?

It really focuses, while the ROI, in my opinion, gets very unidimensional, in my opinion, around thinking about monetary returns, ROX is a dynamic company-wide metric that connects necessarily customer experience to employee experience and considers the investments in relatively what I would call intangible initiatives or the initiatives that a lot of times have a difficulty in proving the ROI.

It really focuses, while the ROI, in my opinion, gets very unidimensional, in my opinion, around thinking about monetary returns, ROX is a dynamic company-wide metric that connects necessarily customer experience to employee experience and considers the investments in relatively what I would call intangible initiatives or the initiatives that a lot of times have a difficulty in proving the ROI.

It really focuses, while the ROI, in my opinion, gets very unidimensional, in my opinion, around thinking about monetary returns, ROX is a dynamic company-wide metric that connects necessarily customer experience to employee experience and considers the investments in relatively what I would call intangible initiatives or the initiatives that a lot of times have a difficulty in proving the ROI.

immediately, like organizational culture, sometimes even aspects of analytics and technology that are necessarily more like the enablers of what you are driving versus the end result of what you are driving. Rocks ultimately really indicates that the customers are satisfied or not, how likely are they to recommend the brand, how are the customers engaging positively or not so with you.

immediately, like organizational culture, sometimes even aspects of analytics and technology that are necessarily more like the enablers of what you are driving versus the end result of what you are driving. Rocks ultimately really indicates that the customers are satisfied or not, how likely are they to recommend the brand, how are the customers engaging positively or not so with you.

immediately, like organizational culture, sometimes even aspects of analytics and technology that are necessarily more like the enablers of what you are driving versus the end result of what you are driving. Rocks ultimately really indicates that the customers are satisfied or not, how likely are they to recommend the brand, how are the customers engaging positively or not so with you.

In particular, I would add that there is like this whole notion of experience management sub-industry. within this, which has been very popular and particularly it has become popular because of some of the technologies that have been out there in the market that have been bringing it on the forefront, which is around like, how do you measure experiences?

In particular, I would add that there is like this whole notion of experience management sub-industry. within this, which has been very popular and particularly it has become popular because of some of the technologies that have been out there in the market that have been bringing it on the forefront, which is around like, how do you measure experiences?

In particular, I would add that there is like this whole notion of experience management sub-industry. within this, which has been very popular and particularly it has become popular because of some of the technologies that have been out there in the market that have been bringing it on the forefront, which is around like, how do you measure experiences?

How do you manage those by disseminating the insights within the organization and driving a lot of that? That has created an opportunity for a set of these measures and metrics

How do you manage those by disseminating the insights within the organization and driving a lot of that? That has created an opportunity for a set of these measures and metrics

How do you manage those by disseminating the insights within the organization and driving a lot of that? That has created an opportunity for a set of these measures and metrics

under the larger umbrella of return on experience rocks that can really help the organization in getting the right pulse on what is going right, what is going wrong, where do I fine tune certain drivers of what matters and connect those to financial goals ultimately. So I don't want to lose that. So the ultimate outcomes, how do you connect those?

under the larger umbrella of return on experience rocks that can really help the organization in getting the right pulse on what is going right, what is going wrong, where do I fine tune certain drivers of what matters and connect those to financial goals ultimately. So I don't want to lose that. So the ultimate outcomes, how do you connect those?

under the larger umbrella of return on experience rocks that can really help the organization in getting the right pulse on what is going right, what is going wrong, where do I fine tune certain drivers of what matters and connect those to financial goals ultimately. So I don't want to lose that. So the ultimate outcomes, how do you connect those?

And once you connect those, now you are able to create an engine and run the engine fueling different parts of the engine so that everybody gets a good understanding of why they are investing in certain initiatives to improve certain metrics, which ultimately helps in improving the monetary outcomes that we are looking for.

And once you connect those, now you are able to create an engine and run the engine fueling different parts of the engine so that everybody gets a good understanding of why they are investing in certain initiatives to improve certain metrics, which ultimately helps in improving the monetary outcomes that we are looking for.

And once you connect those, now you are able to create an engine and run the engine fueling different parts of the engine so that everybody gets a good understanding of why they are investing in certain initiatives to improve certain metrics, which ultimately helps in improving the monetary outcomes that we are looking for.