Proving ROI on Customer Experience

As a newer business discipline, CX is sometimes met with skepticism. Detractors ask, “But does it really drive ROI?” The truth is, CX can have a (significant) measurable impact on both top-line revenue and bottom-line savings. But achieving that impact is possible only when companies actually measure the experience and track it over time.

In this whitepaper, you’ll learn about:

• The importance of measurement both to drive and prove CX ROI
• The 4 “ROI Lenses” through which you should evaluate your CX efforts
• Some of the results you can expect when you map, measure and optimize your customer experiences