Accelerating ROI in customer experience: Trend report
How 120 CX experts have measured the financial return of investments into CX initiatives
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To access the budget and resources needed to upgrade customer experiences persuasive business cases must be made. CX practitioners are expected to quantify exactly how a CX investment is going to unlock business benefits.
Accurately calculating the return on investment (ROI) of CX has long existed as a sticking point in the industry. For the last five years in CX Network’s Global State of Customer Experience series, hundreds of CX practitioners flagged calculating return on investment (ROI) as one of the toughest challenges they face.
Drawing on intelligence from a research group of 120 CX experts, this report presents key learnings from a range of CX practitioners including McDonalds, Huawei and Infobip. The insights can be utilized to enhance ROI calculation skills so brands can generate healthy returns from CX investments.
Download this report to:
- Benchmark your brand against your peers around calculating and achieving returns from CX.
- Learn how brands are measuring financial benefits from customer experience initiatives.
- Gather tips on building CX business cases.
- Optimize your strategies on tracking and achieving forecasted returns for CX investments.
