How To Build The Business Case For Customer Experience Improvement

Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a wise use of resources. To help business and IT pros prove the business value of a better enterprise customer experience, Forrester built simple models that show how revenue increases when a company's Customer Experience Index (CxPi) score goes up. This report summarizes our models, which show that the benefits are significant across all of the 13 industries we looked at. Business process pros should use our interactive models to estimate the range of benefits their firms might realize. That data, combined with customers' verbatim comments and customer experience stories, will help customer process management leaders make a powerful case for change.