Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX transformation leaders need to invest in areas like training, technology, and professional services. Do the benefits of CX transformation outweigh the costs and result in positive ROI? And how can you make that determination for your company? In this episode, we discuss how to calculate the benefits, cost, and ROI of an enterprisewide CX transformation and use the resulting ROI model to fuel a winning business case for CX transformation.
For more detailed guidance and examples of how to build an ROI model for CX transformation, see the "The ROI Of CX Transformation" Forrester report. This report also contains a downloadable excel model.