IPsoft CEO in Forbes on the Relationship of CX and ROI

July 16, 2019 • 1 minute read

In his most recent op-ed as a member of the Forbes Technology Council, IPsoft CEO Chetan Dube explored the evolving relationship of customer experience and ROI as it pertains to AI.

In a recent Forbes op-ed, IPsoft CEO Chetan Dube discussed the how customer experience (CX) is a vital metric for determining ROI on Artificial Intelligence (ROAI) investments in the enterprise. “[V]iewing cost reduction as the sole arbiter of business value means missing a larger picture, as AI’s transformative potential is far greater than a matter of mere dollars and cents,” Chetan wrote. “Measuring ROAI based on how AI projects have further connected a company with its customers and delivered higher-value customer experiences is gaining added traction among enterprises. What’s more, there is also a growing opportunity for corporations to create and apply ROAI metrics to AI’s impact on the global workforce, and these could also provide important barometers of corporate value.”

Just as these technologies have evolved over time, so have the metrics used to determine their success.  “Net Promoter Scores and customer satisfaction ratings are well-worn indicators, but only tell part of the story,” Chetan explained. “Improved satisfaction among employees whose jobs are assisted or enhanced by AI technologies is a telltale sign of value, as it can lead to better worker retention, lowered attrition rates and improved employee interactions with external customers.”

In addition to other metrics, Chetan recommended that companies “monitor any increase in activity on social channels where consumers are more than eager to share what are hopefully positive experiences with their preferred brands. While imperfect, such activity can provide insight into whether a company’s AI initiatives are helping (or hurting) the building of brand loyalty.”

You can read more of Chetan’s op-eds for Forbes here.

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