Trends Report

The ROI Of EX

Where EX Is Quantifiable And Not Just An Add-On

September 3rd, 2019
Andrew Hewitt, Principal Analyst
Andrew Hewitt Principal Analyst
Samuel Stern, null
Samuel Stern
Adam Schlegel, null
Adam Schlegel
With contributors:
Keith Johnston , Renee Taylor-Huot , Christopher Voce , Diane Lynch

Summary

EX is becoming ever more important due to an increasingly educated workforce, incredibly low unemployment rates, pervasive AI/automation, and workplaces beset by multiple transformation initiatives. But many executives see a superior EX as an important, but unquantifiable, nice to have. We believe that EX ROI is quantifiable and that EX investments will manifest in unexpectedly large returns — and from areas overlooked by C-level executives. This report will help EX practitioners make a strong business case for EX by using Forrester's Total Economic Impact™ (TEI) methodology.

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