Business Case Report

The ROI Of CX Transformation

The Business Case Report In The CX Transformation Playbook

January 22nd, 2021
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Sam Karpinski, null
Sam Karpinski
With contributors:
Brian Mukasa , Harley Manning , Shayna Neuburg

Summary

Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. But they also require investments in technology, training, and services. CX transformation leaders who want to accurately model the ROI of a CX transformation must estimate the size of required investments and expected benefits as well as when those will occur. This report shows CX transformation leaders how to build an ROI model that can power a business case, including where to look for benefits, how to quantify them, and how to estimate CX transformation costs.

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