Proving the ROI of CX:
Turning Experience into Measurable Business Value

Date: January 22, 2026 | Time: 2pm ET | Duration: 45 minutes

Speakers: Andreas Noe, Partner, CX Practice

Description:

Customer Experience (CX) leaders know that great experiences drive loyalty, advocacy, and growth. But, proving it remains one of the biggest challenges.

Join us for a practical, data-driven session on how to connect CX investments to real business outcomes. We’ll share proven frameworks, common pitfalls, and examples that show what works (and what doesn’t) when assessing CX ROI.

This session is designed to help you turn CX insights into measurable impact and strategic credibility.

You’ll Learn:

  • Why demonstrating CX ROI drives executive alignment and sustained investment.
  • How to overcome attribution challenges and long-term measurement hurdles.
  • Real examples of what’s worked (and failed) when proving CX ROI.
  • Practical ways to start small: key journeys, data sources, and champions.

Presenter Bio:

Andreas H. Noe is a founding partner of Phase 5 and the head of the Customer Experience Practice.

He has developed particular expertise in CX strategy, metrics and performance measurement, VOC and Customer Experience studies. Andreas brings deep knowledge of research methods and first-hand insight into understanding and managing customer outcomes. He has led professional associations as a board member and president and is a former marketing lecturer at the University of Ottawa.

Reserve your spot today to learn how to make CX measurable, meaningful, and actionable.

Speaker

Arnie Guha, Ph.D.

is a Partner and Head of the User Experience Strategy and Design practice at Phase 5.

This is an exclusive preview of our upcoming session at TMRE in October.  

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Steve Hansen, Partner, Innovation Practice 

Steve Hansen is a partner and the head of the Innovation practice who leads the firm’s US office in Minneapolis. Steve enjoys taking a “Zen mind, beginner’s mind” approach to innovation, especially when it has the potential to disrupt a market ecosystem. With almost 2 decades of experience in client-side marketing strategy, market research, and product management, Steve brings a client’s mindset and drive for actionable results to each project. He has extensive experience in capturing the view “from the outside” with a special focus on product and service innovation.  

Learn more about Phase 5 on our website.