Cambridge Business Association
ROX
Article

ROX

How to get started with the new experience metric

Matt Egol, Reid Carpenter and Sujay Saha
Strategy+business, 2019
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As business leaders increasingly recognize the value of customer and employee experience to bottom-line performance, they’re looking for better ways to measure the impact of investments in customer experience (CX) and employee experience (EX). “Return on experience” (ROX) – a new, more holistic system of metrics – offers greater insight than old-school customer satisfaction and employee engagement measures. In a concise article for Strategy+business, Matthew Egol, a principal with PwC US and a leading practitioner in digital strategies for Strategy&, along with Reid Carpenter and Sujay Saha, both directors with PwC US, introduce ROX and outline major considerations for implementation.

Summary

“Return on experience” (ROX) measures the returns on investment in customer experience (CX) and employee experience (EX).

Return on experience (ROX) measures the combined results of hard and soft investments in customer experience (CX) and employee experience (EX). ROX reflects business leaders’ growing appreciation for the impact of CX and EX on the bottom line and for the interrelationships when considered with CX and EX. Existing metrics – such as scorecards and indexes of customer satisfaction and employee engagement – give static, siloed information – plenty of detail but little insight into the big picture and its dynamics. ROX, in contrast, takes a wide view, recognizing living...

About the Authors

Matthew Egol is a principal with PwC US and a leading practitioner in digital strategies for PwC’s strategy consulting business Strategy&. Reid Carpenter, a director with PwC US, also serves as co-director of the Katzenbach Center, PwC’s Strategy&’s global institute on organizational culture and leadership. Sujay Saha is a director with PwC US in the customer strategy practice.

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