Trends Report

How To Make The Case For Customer Experience

Four Business Case Models To Help You Win Funding For Your Customer Experience Program

July 9th, 2014
Deanna Laufer, null
Deanna Laufer
With contributors:
Maxie Schmidt , John Dalton , Curt Nichols


We're in the age of the customer, where unyielding competition, low barriers to entry, and disappearing sources of competitive advantage impede the path to profitability. Successful enterprises like American Express, Delta Air Lines, The Ritz-Carlton Hotel, and L.L.Bean have already figured out that the surest way to win, serve, and retain customers is not through traditional cost cutting and short-term sales generation, but through improving the customer experience. In this report, we lay out four business case models that customer experience professionals can use to get their firms onboard with their customer experience (CX) strategy.

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