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The CX Business Case Builder

Create Your Analysis Plan For Linking CX Improvements To Business Outcome Metrics

August 11th, 2022
With contributors:
Harley Manning , Jana Gül , Shayna Neuburg

Summary

This CX Business Case Builder helps customer experience (CX) leaders who want to make the case for CX to plan their analysis and develop compelling proof points. The tool guides CX leaders through how to model the linkages between CX improvements, CX drivers, the CX beacon metric, and business outcome metrics. It includes both detailed instructions on planning the analysis for the CX business case as well as a file to record the analysis plan.

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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.