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"
Medallia ? Copyright 2017. 4
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"
Medallia ? Copyright 2017. 5
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