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The ROI Of CX Transformation - A Forrester Report

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In this report, Maxie Schmidt-Subramanian, a Principal Analyst at Forrester Research, examines the ROI of investment in Customer Experience (CX) transformation efforts. This report explains how to calculate the benefits, cost, and ROI of an enterprise-wide CX transformation and use the resulting ROI model to fuel a winning business case for CX transformation.

Download this Forrester Research report from August 15, 2019, to learn about:

  • Quantifying CX-fueled financial benefits for your organization
  • Using a cost map to accurately model ROI
  • Applying information from ROI models that are useful but not perfect