Roadmap Report

How To Measure The Customer Impact Of CX Projects — And Get Them Funded

A Four-Step Process To Better Govern CX Improvement Projects

January 1st, 2018
With contributors:
Michael Gazala , Deanna Laufer , Dylan Czarnecki


A rigorous governance process to determine the customer impact of all customer experience (CX) projects and initiatives helps CX professionals win funding and deliver on the promised improvements in their business cases. This report describes the four steps that CX pros should adopt to gauge customer impact, integrate the calculation into their organizations’ existing business case template, and ensure optimal customer outcomes from CX projects and initiatives.

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