Business Case Report

The CX-Plus-CI Alliance Drives Tangible Business Benefits

Infuse More Customer Insights Into CX Business Cases To Demonstrate Impact

May 11th, 2021
Cinny Little, null
Cinny Little
With contributors:
Srividya Sridharan , Brandon Purcell , Maxie Schmidt , Judy Weader , Faith Adams , Chandler Hennig

Summary

Customer experience (CX) leaders and customer insights (CI) leaders must align more than they have in the past on customer experiences that matter most to business outcomes. This alignment can demonstrate to business or operations stakeholders that connecting the right data and insights to CX efforts will deliver one of three business benefits: increase revenue, decrease cost, or contain risk. Use this report and its examples to craft a measurable and meaningful CX business case you can sell internally that also shows how CI adds incremental value.

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