Finance/Accounting

Customer Insights & Feedback: Specific feedback on the clarity of invoices, friction in the payment process, and customer sentiment regarding pricing structures and policies.

Journey Mapping Contributions: Visualisation of the customer journey stages involving financial transactions (e.g., purchase, invoicing, payment, refunds) to highlight pain points and opportunities for improvement.

Advocacy for Customer Needs: Championing the customer's perspective in discussions about pricing changes, refund policies, or the implementation of new billing systems.

Process Improvement Suggestions: Actionable feedback on how to simplify billing communications, streamline the refund/credit process, and reduce the effort required for customers to manage their financial relationship with us.

Data & Analytics: Data demonstrating the Return on Investment (ROI) of CX initiatives, analysis linking customer satisfaction to financial outcomes (e.g., retention, CLTV), and insights into the root causes of payment disputes or chargebacks.

Regular Communication Channels: Schedule a quarterly business review with Finance leadership to present the financial impact of CX efforts and align on upcoming priorities.

Joint Initiatives & Projects: Partner on projects to improve billing transparency, such as redesigning invoices based on customer feedback or co-creating clearer FAQ content about pricing and payment terms.

Data Sharing & Reporting: Provide Finance with regular reports that quantify the cost of poor experiences (e.g., support costs for billing enquiries, revenue lost from churn due to pricing) and demonstrate the value of satisfied, loyal customers through CLTV analysis.

Cross-Functional Training/Workshops: Invite members of the Finance team to customer journey mapping workshops to help them gain empathy and understand the downstream impact of financial processes on the customer.

Attending Their Meetings: Request to sit in on meetings where pricing strategies or billing systems are being reviewed to provide real-time customer insights.

Active Listening & Empathy: Frame CX initiatives in financial terms. Instead of just saying "we need to make refunds easier," say "By simplifying the refund process, we can reduce support overheads by X% and mitigate negative social media sentiment that impacts brand value."

"What are the most time-consuming or costly financial processes that involve the customer?"

"How can we translate CX metrics like CSAT and Net Promoter Score (NPS) into a financial language of risk and opportunity that resonates with the Finance team?"

"What data can CX provide to help Finance build a more accurate picture of Customer Lifetime Value and the cost of churn?"