Artificial intelligence (AI) is the hottest investment priority of the decade. Whether it's AI-powered service, AI agents, agentic journey orchestration, AI-powered data analysis, or generative AI, all change how organizations connect with and manage customers, recruit and train staff, and manage workflows and teams.
However, proving a financial return remains a top barrier to investment. CX Network's annual research into the state of CX has found that, since 2024, the pressure on practitioners to prove ROI has posed the biggest obstacle to CX investment. The 2026 research also found that for 52 percent of practitioners, the pressure to prove ROI is increasing.
Balancing the books on AI tackles the reasons ROI has evolved from a requirement to an obstacle. This report doesn't just talk about money spent and labor saved, but explores how to manage the financial impact of governance, token use, and regulatory frameworks like the newly enforced EU AI Act.
Drawing on insights and case studies from CX and AI specialists at JP Morgan Chase & Co, Michael Kors, Hyatt Hotels, ALDO Group, Lumexa Imaging, Orpi and Five9, it offers practitioners a path through their challenges to ensure AI tools are accurately costed, astutely managed, and positioned to deliver the returns required.
Download this report to discover:
- How to project value, how to navigate the vendor landscape, and how to win the hearts and minds of the CEO, CFO and board.
- Why 52 percent of practitioners say the pressure to prove ROI is increasing – and what it means for your AI roadmap.
- How to reduce token costs and maximize AI usage without maxing out your budget.
- The indirect factors that need to be considered to ensure your projected ROI meets the CFO's expectations.