Business Case Report

The ROI Of CX Transformation

Build Your Business Case For CX Transformation

February 7th, 2024
James Williams, null
James Williams
With contributors:
Martin Gill , Georgia Caplice , Demi Starks


Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunities. 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 you how to build an ROI model that can power a CX transformation business case, including where to look for benefits, how to quantify them, and how to estimate costs.

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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.