Linking CX initiatives to business results
Free CX Network Online Event | October 18, 2022

Linking CX initiatives to business results

While the link between CX and enhanced business outcomes is not disputed, quantifying the direct link between investment and financial results has long been a challenge for CX practitioners.  

According to a recent CX Network survey 60 per cent of cx experts doubt their brand’s ability to calculate the linkage between CX initiatives and business benefits, and 50 per cent feel the pressure to prove ROI.

This in turn poses problems for practitioners looking to develop a business case for further investment in CX initiatives.

With that in mind, ROI in CX 2022 is focused on:

• Effectively linking CX initiatives to wider business objectives
• Connecting and collecting data from across the organization to inform ROI calculations
• Identifying the metrics that effectively track the impact of CX on financial outcomes
• Understanding the limitations of traditional ROI metrics and how they can be mitigated
• Communicating ROI results to the rest of the business to secure buy in for future CX projects