Building the ROI Business Case in CX Transformation

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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.