Jon Picoult on Watermark's CX ROI Study for Executives and Skeptics
Jon Picoult was my first guest when this show launched in 2022. He came back for Episode 100.
Jon's landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry. We talked about what it shows and how CX leaders can use it.
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Originally aired September 5, 2024 as Episode 100 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
The CX ROI study and the economic benefits it highlights
How top-rated CX companies outperform laggards, even through the pandemic
The challenge of getting executive buy-in
Why every CX practitioner should have this study in their toolkit
Evidence for the skeptics
Every CX leader eventually faces a skeptic who wants proof. Jon's research gives you a credible place to start.
Related episodes
About the guest
Jon Picoult is founder of Watermark Consulting and author of From Impressed to Obsessed.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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