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For Customer Experience Professionals

The ROI Of CX Transformation

The Business Case Report In The CX Transformation Playbook

January 22, 2021


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This report is part of "Plan" in The CX Transformation Playbook.

Why Read This Report

Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like training, technology, and professional services. Do the benefits of CX transformation outweigh the costs and result in a positive ROI? And how can you make that determination for your company? This report explains how to calculate the benefits, costs, and ROI of an enterprisewide CX transformation and use the resulting ROI model to fuel a winning business case for CX transformation. Forrester refreshes this report regularly based on new research.

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Table of Contents

  • Make The Business Case For CX By Calculating Return On Investment
  • Example: A Guide To Building An ROI Model For Acme Bank
  • Recommendations

  • Use Your ROI Model To Set Your Business Case Up For Success
  • How Forrester Can Help

  • Forrester Can Support Your CX Transformation
  • Supplemental Material
  • Related Research Documents

Recommended Research