Insights ROI Measurement: Customer Experience . d e v r e s e r s t h g “To make sure you can isolate the change that was made in the process and to see how that is i r l l A . k impacting, and then obviously they know the cost of implementing that change, and you can r o w t e N s measure the impact on customer lifetime value or share of market or whatever the s e n i s u B measurement you’re going to use is. And then you’ve suddenly got an ROI bottom line.” ch r a e s e R l a b o l G e Th d n a c. n I , p u o t r r G o p g e n i R t l y u d s u n t Co S 7 n 1 o 0 t 2 s o t B ghe i s Th In y f b o 7 Head of Insights, Insurance OI 1 R 0 2 - © N B t h g i GRr G y C p 63 B Co