The CFO Alliance Members Are Redefining the Customer Experience in 2019

​​In today’s ever-changing marketplace, a positive customer experience is not just a “nice-to-have,” it’s a “must-have” and a critical part of every enterprise’s engagement strategy. For the customer experience to truly take hold throughout the enterprise, finance leaders must begin correlating financial performance to their customer experience success. Only then will they get all customer experience stakeholders on board to work together to achieve a consistent, differentiated experience and to deliver a compelling engagement strategy based upon customers’ needs and behaviors.

Given the increasingly competitive and volatile business and economic environments we are in, this is not a simple or easy undertaking for finance leaders to take on. With this in mind, a select group of finance leaders, including (Shree Mukhopadhyay, Vice President of Finance, Steve Sloan, Chief Financial Officer, Pat Grant, President, Thomas Dominique, Chief Operating Officer and Chief Financial Officer, Namita Khasat, Executive Vice President, Chief Financial Officer, and Corporate Treasurer, Peter Nesbitt, Vice President of Finance, and Matt Lane, Chief Financial Officer) gathered together to develop and publish The CFO Alliance Special Task Force Report — The CFO’s Role in Understanding, Enhancing, and Communicating Value in the Customer Experience, a detailed Report that provides finance leaders with comprehensive recommendations on how to approach customer opportunities and issues in today’s ever-changing environment, resulting in the development of this comprehensive, proprietary report, ‘by CFOs, for CFOs.’ Their intention with this Report is to help fellow finance executives identify the most efficient and effective ways that they can put customer-centricity at the center of their enterprises, not only by motivating and inspiring customer-facing employees and connecting the people who work on the back end but also by linking financial metrics to this effort.

“The good news is that an increasing number of finance leaders and their teams are measuring and communicating their improvements in the customer experience and then linking it to improvements in financial performance,” says Nick Araco, CEO of The CFO Alliance. “As the Special Task Force Members offered, while there is no one standard metric, there are reliable metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT). If finance leaders can commit to capturing the information consistently, they can begin to move the needle. The more important point is that while enterprises need a metric to measure performance, it is critical that they act on it. They need to understand the drivers behind the metric and build processes to advance these drivers.”

Those who are not Members of The CFO Alliance can access the Report — and learn more about The CFO Alliance by contacting Candace Cook (candace.cook@thecfoalliance.com).

Contact info:
Name: Deanna Tully, Manager of Engagements
Organization: AchieveNEXT
Address: 1265 Drummers Lane, Suite 106 Wayne, PA 19087
Phone: 610.492.7400


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