Post by WXO - World Experience Organization

EBITDA. ROI. IRR. The language of finance rarely shows up in the world of experiences, where we picture VR headsets, not NPS ratings. But the feedback from the content session at last April's London Experience Week was clear: designers, promoters, and investors in the Experience Economy are focusing just as hard on the Economy as they are the Experience. Enter one more set of letters - and arguably the most important: ROX (Return on Experience). Drawing on 25+ years creating transformational strategies for brands like Pizza Hut, McDonald’s, Asda, Majid Al Futtaim, ROSHN, and Tawuniya, CX strategy leader and WXO member Arjan Schimmel maps the lexicon of ROX and makes the case for a common language. As Arjan notes, a 2024 Deloitte Digital study lists “making the investment case for experience” among the top challenges for CX leaders. How can we do that if we’re speaking different languages? Arjan’s framework builds a bridge from customer “happiness” to hard cash, enabling experience professionals so you can justify, prioritise, and scale your experience investments. Wrestling with the value story behind your experience? Read the article here: 👉 https://lnkd.in/eQVGxPix #CustomerExperience #ROX #ExperienceEconomy #CXLeadership #ROI