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Nov 03, 2021
Customer experience (CX) leaders understand the importance of demonstrating financial impact, but 50% aren’t confident in their ability to do so. On top of that existing pressure, timing is of the essence with more than half of leaders expected to connect CX investments to financial benefits in less than a year.
Proving ROI is more than an exercise in accounting—it’s about aligning CX targets with growth strategies + tactical plans of action. To demonstrate the ROI of your customer experience program and drive enterprise adoption, you need a strategy that connects CX insights with financial results.
In your quest to prove ROI, make sure your CX insights are defined in accordance with at least one of these business outcomes:
Because successful CX initiatives focus on specific business challenges, ROI can (and should) look different for every organization—but the one commonality should be a direct tie from actions to results. Leading brands put ROI into practice by transforming CX insights into revenue-generating initiatives.
Let’s look at 4 brands that succeeded in an outcomes-driven approach to experience management:
When you’re able to demonstrate the causational relationships between CX initiatives and critical business outcomes across channels, proving ROI isn’t a challenge—it’s an opportunity to align cross-functional strategies and build a customer-centric culture.
To earn the long-term investment needed to increase customer satisfaction and loyalty, you need a program that delivers actionable insights and impacts the bottom line. Learn more about building a proven ROI strategy by downloading: The ultimate guide to experience management ROI.
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