Decision Tool

Tool: Calculate The ROI Of Your CX Transformation

Download This Interactive Tool And Complete It With Your Organization’s Data To Determine The ROI Of Your CX Transformation

October 29th, 2021
With contributors:
Brian Mukasa , Harley Manning , Shayna Neuburg


Customer experience (CX) leaders who want to make the case for investing in CX must build an ROI model. To do that, they need to estimate the benefits and determine the costs of CX transformation. Using this information, they can create a model of the business impact of improving CX. In this report, CX leaders will find a business case tool that they can download, update with the correct data and assumptions for their organization, and then use to calculate the ROI of their CX efforts over a three-year period.

Want to read the full report?

This report is not available for purchase at this time.

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.