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The Journey Business Case Builder

Five Steps To Making The Case For Improving A Customer Journey

July 19th, 2024
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Martin Gill , Georgia Caplice , Victoria Manes

Summary

Customer experience (CX) leaders must make the case for improving customer journeys to overcome two challenges: proving the value of improving a customer journey and making a more defensible business case for CX overall. This guide shares the five steps CX leaders should ask their teams to work through to make a CX business case for a customer journey; it includes a template for summarizing the business case on one page.

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