According to Forrester, “A business case should always start with benefits. In fact, the single greatest mistake that CX professionals can make when pitching their projects is to lead with a budget request… another analysis shows that the largest companies in some industries can earn up to hundreds of millions of dollars in incremental revenue for every 1-point increases in Forrester’s Customer Experience Index (CX Index™) .”
The potential benefits from improving CX differ by industry and company. They include:
- increased customer retention
- higher cross-sell and upsell potential
- more new customers
- decreased cost to serve customers.