Summary
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.
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