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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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Recommendation

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.

Take-Aways

  • “Return on experience” (ROX) measures the returns on investment in customer experience (CX) and employee experience (EX).
  • The ROX framework models links among a business’s elements.
  • Responsibility for ROX rests with all chief officers.

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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