Report

Why CX: Proof That Investing In Experience Improves Revenue, Cost, And Resilience

Use Data From More Than 20 Companies To Make A Measurable And Meaningful Business Case For CX

June 7th, 2022
With contributors:
Harley Manning, Ananya Suresh, Shayna Neuburg

Summary

Customer experience (CX) can be a critical differentiator and transformation catalyst. Those leading the CX charge need to make a measurable and meaningful case for why CX matters to their company, anchor the business case to reward or risk, and identify the levers of success. This report will help CX pros with data and approaches to make a winning business case for CX.

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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.