The ROI of Customer Experience

There are so many areas in which a brand can optimize customer experience (CX) from email communication to on-website experience and even post-purchase care. But for companies looking to invest in customer experience, where can they expect the best return on investment?

In this Meet the Analyst Webinar, eMarketer’s principal analyst Jeremy Goldman breaks down the areas that are worth the investment, and how to effectively quantify your ROI.

Watch this webinar, made possible by Oracle Advertising and Customer Experience, and explore:

How leading brands are calculating the value of CX to their bottom line

Top areas and channels to target your spend, such as email and SMS marketing

Whether to make incremental improvements in all facets of CX—or to focus on becoming best-in-class in one area


Jeremy Goldman

Jeremy Goldman is an eMarketer principal analyst at Insider Intelligence, focusing on customer experience and brand marketing, including email and SMS marketing, personalization, omnichannel, and consumer attitudes. Prior to joining Insider Intelligence, Jeremy spent a decade as an agency founder, digital marketing author, and columnist for leading business publications.
Nate Skinner

Nate Skinner is senior vice president, global marketing leader, CX at Oracle. For over 20 years, Nate has been building, executing, and leading marketing and sales programs for technology companies, including Salesforce, Amazon Web Services, and currently Oracle. Nate is an advocate for equal pay for women through the organization Women in Revenue, and volunteers as a Board Member for the American Red Cross. On a personal note, Nate is an Arizona State University graduate, a history nerd, and loves to spend time with his family.


Nicole Perrin Nicole Perrin is an eMarketer principal analyst at Insider Intelligence, focusing on digital marketing and advertising, including native advertising, storytelling and creative, customer experience, brand safety, Amazon’s ad business, and consumer attitudes toward advertising.

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