Free to attend 1-hour webinar
Tuesday 18 September 2025 at 1pm (BST) / 8am (EST)
Proving the return on investment (ROI) of customer experience is a common challenge for CX leaders. The key is focusing on what truly matters: Not scores or dashboards, but how experience changes drive customer behaviour and, in turn, business outcomes.
When customers stay longer, buy more, or need less support, the financial value of CX becomes clear.
Join Darren Wake and Diane Magers, CCXP, for a focused conversation on how to frame and prove the value of CX in ways that resonate with senior decision-makers. Drawing on Diane’s global leadership experience and our experience practising at CustomerSure, we’ll show how CX drives changes in customer sentiment and behaviour.
What’s more, you’ll learn how those changes reduce churn, increase revenue, and lower complaints, and how to tell this story with real data.
This session is ideal for CX professionals, insights teams, and business leaders looking to strengthen the case for customer experience. It’s especially useful if you’re:
Many CX programmes struggle to show ROI, either because it’s based on guesswork or because teams lack confidence in how to measure it. That means CX often gets overlooked in executive conversations. When leaders understand the true ROI potential, it becomes a priority. This webinar will help you:
This session offers actionable insights you can use right away. You’ll learn how to:
This isn’t about chasing higher satisfaction scores, it’s about using experience to drive behaviour, and behaviour to drive performance.
Darren Wake leads Customer Success at CustomerSure, where he helps clients act on feedback in ways that improve retention, increase revenue, and reduce customer effort. With a background in marketing, research, and experience design, he’s worked with teams across sectors to align internal processes with what matters most to customers. Known for his practical, plain-speaking approach, Darren helps organisations keep things simple, focus on the essentials, and deliver measurable improvements.
Diane is a visionary in Experience Management (XM), known for driving customer and employee-centric transformation. As a strategic leader, she partners with organisations to embed XM disciplines that fuel growth and loyalty. With a background in psychology, research, and business strategy, Diane has led enterprise-wide experience initiatives, proving the value of human-centred design. A sought-after speaker, mentor, and former CEO of the CXPA, she empowers businesses to operationalise experience, measure impact, and create lasting value for customers and employees
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