Name: From feedback to financial impact
Uploaded: 2026-01-20T20:54:26.073Z
Duration: PT19M11.829S
Description: In this CX Today interview, Josie Gaeckle, SVP of Client Insights at SMG, breaks down why traditional CX measurement falls short and what it actually takes to prove ROI. She explains how unifying customer and employee experience data with operational and financial signals gives leaders clear visibility into what is driving business performance.

In this CX Today interview, Josie Gaeckle, SVP of Client Insights at SMG, breaks down why traditional CX measurement falls short and what it actually takes to prove ROI. She explains how unifying customer and employee experience data with operational and financial signals gives leaders clear visibility into what is driving business performance.

If you have ever struggled to explain how NPS or CSAT connects to real business results, this conversation will feel uncomfortably familiar—in the best way.

Ready to make your experience measurable?

From feedback to financial impact: The ROI of Unified Experience Management®