Planning Guide Report

Planning Guide 2023: Customer Experience

Use Budget Growth Wisely To Maximize The ROI Of The CX Program

August 23rd, 2022
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
Max Ball, Principal Analyst
Max Ball Principal Analyst
With contributors:
Keith Johnston , Daniel Portillo , Kate Pierpont

Summary

Most customer experience (CX) leaders anticipate higher budgets over the next 12 months, despite growing economic turbulence and companies’ waning focus on customers. Even though they are optimistic, it is crucial that CX leaders invest to ensure their programs are as effective and efficient as possible to insulate themselves against unexpected budget cuts, whether in 2023 or during the next budget cycle. We recommend investing in projects, skills, and technologies that will improve the quality of CX programs’ work and cutting spending in areas that are prone to bloat.

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