Webinar Wrap Up - Building the business case for a great CX

In the final session of Checkmate’s Coffee Break Webinar Series, we delved into “Building the Business Case for a Great Candidate Experience (CX),” hosted by Nadine Reagan, General Manager at TQ Solutions. With her extensive expertise in talent strategy, Nadine shared actionable insights on quantifying and presenting the ROI of CX to the C-suite. This practical webinar offered strategies to not only optimise candidate experience but also align it with broader business goals.

You can check out the recording here.

Key Takeaways:

1. The Financial Impact of Candidate Experience
   Nadine illustrated the direct and indirect financial impacts of candidate experience on profitability. Drawing on cases like Virgin Media’s £5.4 million annual loss from dissatisfied candidates, she emphasised that poor CX affects brand loyalty, customer retention, and overall revenue. By highlighting these impacts in financial terms, Nadine reinforced the value of a positive candidate experience as a strategic business asset.
2. Mapping ‘Moments that Matter’ in the Candidate Journey
   To improve CX, Nadine recommended mapping “moments that matter,” critical points in the candidate journey that heavily influence perception. By prioritising emotionally impactful moments, such as recruiter interactions and application ease, organisation's can enhance key touch points without extensive investment. Nadine advised starting with quick wins like streamlined communication, one-click applications, and enhanced pre-boarding experiences.
3. Building the Business Case with Baseline Data and Strategic Metrics
   Emphasising the importance of data, Nadine encouraged HR and TA professionals to leverage baseline metrics—such as time-to-fill and offer acceptance rates—to demonstrate CX improvements over time. By tracking both quantitative and qualitative data (like candidate and hiring manager surveys), organisations can clearly show the ROI of CX initiatives. She suggested that even small adjustments, when well-documented, can showcase CX as a lever for growth and retention.
4. Getting Buy-In from Leadership with Targeted Metrics
   A strong business case for CX starts with understanding each executive’s priorities. Nadine recommended tailoring presentations to resonate with different stakeholders—emphasizing cost savings for CFOs, operational efficiency for COOs, and brand impact for CMOs. Engaging stakeholders early in the process and aligning CX improvements with strategic objectives can help secure long-term support.
5. Low-Cost Improvements for Maximum Impact
   Nadine shared practical, cost-effective CX enhancements, such as providing transparent communication, training hiring managers on fair hiring practices, and offering candidate feedback. She noted that even without high-budget technology, companies can improve CX by focusing on respect, fairness, and personalisation, leading to stronger employer branding and candidate satisfaction.

Why It Matters:

This session underscored the powerful impact of candidate experience on organisational success. As Nadine highlighted, every candidate interaction—whether or not it leads to a hire—shapes the company’s brand and bottom line. By adopting a data-driven, strategic approach, organisations can transform CX from a recruitment task to a key business advantage.

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