The ROI of CX Transformation

By: Ellen Falci Loeshelle

July 14, 2017

Tags:
customer experience analysis
customer experience cx
customer experience management
forrester
forrester report
roi
Clarabridge Analytics
Clarabridge Engage
Customer Experience
Customer Journey
Customer Journey Mapping

Brand experience. Customer loyalty. ROI. These buzzwords can be the bane of any CX Evangelists existence when they’re thrown around at an organization not quite willing to make the shift to put customers first.

It may feel like no one truly knows – or cares for that matter what exactly a CX transformation can mean for their company. We know how hard it can be to feel like the sole advocate for what should be an organization-wide initiative- – that’s why it’s crucial that you build out a customer experience program that not only stands out to customers but puts your company in a position where teams are making educated decisions.

The key to getting a company on board when it comes to CX Transformation lies in speaking the C-suite’s language. What does this mean? It means that you should be able to calculate the real ROI of a customer experience program. This means not only thinking about how much the business will earn as a result of positive sentiment and loyalty, it also means that you are proactively anticipating spend, projected outcomes and attributing a CX program to benefits key stakeholder objectives.

Sound complicated? It’s not. In the Forrester Report: The ROI of CX Transformation, you’ll get in depth guidance around making a strong business case for  CX Transformation that gets results.