Best Practice Report

CX Leaders: Get Funding Or Get Fired!

How To Prove That CX Makes Money And Saves Money For Your Company

May 28th, 2024
With contributors:
Martin Gill , Harley Manning , Georgia Caplice , Frank Harris


Many customer experience (CX) leaders struggle to prove the financial benefits of their projects and justify their positions, especially in times of economic downturn when the pressure to “show value” increases. The result? Underfunded departments and disappearing jobs. This report helps CX leaders create a business case that will resonate with executives — even those who have previously passed on CX because they only see it as a “nice to have.”

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.