Skip to main content

Save or Share this Report

For Customer Experience Professionals

How To Make The Case For Customer Experience

Four Business Case Models To Help You Win Funding For Your Customer Experience Program

July 9, 2014

Primary author headshot

Authors

Why Read This Report

We're in the age of the customer, where unyielding competition, low barriers to entry, and disappearing sources of competitive advantage impede the path to profitability. Successful enterprises like American Express, Delta Air Lines, The Ritz-Carlton Hotel, and L.L.Bean have already figured out that the surest way to win, serve, and retain customers is not through traditional cost cutting and short-term sales generation, but through improving the customer experience. In this report, we lay out four business case models that customer experience professionals can use to get their firms onboard with their customer experience (CX) strategy.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).

Purchase

Table of Contents

  • Past Business Success Doesn't Guarantee Future Results
  • Customer Experience Is The Path To Profitability
  • You Are Already Falling Behind
  • Build The Business Case That Brings It Home
  • RECOMMENDATIONS

  • Bolster Rational Arguments With Authority And Emotion
  • Supplemental Material
  • Related Research Documents