Return On Investment In Customer Experience: Trend Report

Return on investment (ROI)

Today’s customers are more prepared than ever to switch brands if their needs or expectations are not met. In response to this reality, firms need to ensure they are actively retaining customers and boosting customer loyalty.

However, if CX professionals want access to the needed technologies or resources to correct and upgrade user experiences, they must illustrate to the wider business how these investments will tangibly contribute to the brand’s financial goals.

Over the last three years in the Global State of CX Report series, hundreds of CX practitioners have signalled that calculating return on investment (ROI) in CX is no easy task

Drawing on intelligence from a research group of 122 CX experts, this report presents key learnings from a range of CX practitioners including the likes of Dropbox, American National and Wells Fargo. The insights can be utilized by CX practitioners in their journey to unlock budget for customer experience initiatives.

Here are just a few of the insights contained in the research report:

• 60 per cent of cx experts doubt their brand’s ability to calculate the linkage between CX initiatives and business benefits
• Award-winning author and professor of cognitive neuroscience gives her tips on how to persuade budget-holders to see the true value of customer experience projects
• 50 per cent of CX practitioners feel pressure is rising to prove ROI of CX initiatives
• CX project prioritization grid from the head of insights at Dropbox
• Common ROI in CX calculations to try
• Wells Fargo ROI in CX case study