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.