Financial Linkage– Proving the CX Value - Medallia

Financial Linkage ? Proving the CX Value

Bernadette Doerr & Carolyn Egelman

AGENDA

1 Thinking Like a

CFO

The CFO Agenda: New Roles & New Rules

2 Making the

Case

Revenue Case Studies

Cost Case Studies

3 Making YOUR

Case

CX + Social Science

Tips from the Trenches

Medallia ? Copyright 2017.

AGENDA

1 Thinking Like a

CFO

The CFO Agenda: New Roles & New Rules

2 Making the

Case

Revenue Case Studies

Cost Case Studies

3 Making YOUR

Case

CX + Social Science

Tips from the Trenches

Medallia ? Copyright 2017.

CFO New Roles: The 4 Faces of the CFO

Catalyst: Stimulate & drive business improvement initiatives

Strategist: Align business & finance strategy to grow the business

New Roles

Traditional Roles

Steward: Protect assets, ensure compliance, communicate value & risk

Operator: Run an efficient & effective finance org

Source: 1. Deloitte, "The Four Faces of the CFO" 2. Deloitte, "The CFO's Role in Moving Customer Analytics Insights into Action"

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CFO New Rules: grow, Grow, GROW!

? 71% of CFOs say growth is their company's strategic priority for 20161

? 86% of CFOs say ? 69% of CFOs say they

finding new sources need to better

of growth is a

understand

challenge2

customers3

1. Accenture Strategy, "Go fast, scale up... or go home: The new CFO growth agenda" 2 .McKinsey, "The CFO's Role in the Pursuit of Growth" 3. The CFO Alliance, "2016 Roundtable Series Summary: Key Drivers of 2016 Results & 2017 Opportunities"

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