Is CX Treated as a Strategic Imperative in Your Business?
By Andrew Smith
Posted in Customer Engagement
If not, it really should be. The benefits of a superior customer experience are now widely accepted. Great CX can equal a loyal and growing customer base, which in turn can equal increasing revenue and market share.
But even if CX is a strategic imperative, proving your CX initiatives drive discernible and quantifiable business value can be a tough challenge. However, it's absolutely critical to helping to ensure sustained buy-in, investment and—ultimately—successful outcomes.
If you’re seeking to deliver CX that results in measurable business results, you will most likely know all about this. No doubt, it’s a question you grapple with constantly. To help, Forrester has built models to demonstrate how CX improvements drive growth in bottom line revenue.
This blog refers to a report that was available for a limited period and has now expired. However, we spoke to the principal analyst behind the report about how to help ensure your CX initiatives drive tangible business results. You can download the Q&A here. If you’re interested in purchasing the full report that outlines the actual dollar value of CX optimization, we encourage you to download it from Forrester.
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