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How to align CX metrics with business results

The best and most effective CX programs have the support and buy-in of company leadership as well as a clear connection between CX metrics and business results.

Learn how Jim Harwood, Client/Member Experience VP, aligned CX metrics with business results to gain executive support for his CX program. See the strategy and roadmap he presented to top leadership focused on establishing Farm Bureau Financial Services as a leader in customer experience management.

What you'll learn in this webinar

  • Which CX metric Farm Bureau Financial Services used to improve customer retention
  • How to position your CX strategy to leadership with transparent and clear expectations
  • Farm Bureau Financial Services’ strategy for improving their CX program

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Picture of Jim Harwood

Jim Harwood

Client/Member Experience VP
Farm Bureau Financial Services

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