Quantifying the ROI of Customer Experience

To gain a better understanding for how leaders are attempting to quantify returns on investment (ROI), we partnered with the Customer Experience Professionals Association (CXPA) to conduct a survey of 75 customer experience professionals. Respondents reported that their company’s leaders find it highly important—9 on a scale to 10—to demonstrate the financial impact of customer experience investments.

Regardless of industry, organizations broadly recognize that customer experience must be a top priority. Companies have responded by pursuing a range of efforts to raise their game, from adopting digital technologies and becoming a customer-centric organization to integrating new engagement approaches. A byproduct of these additional investments is the increased pressure on customer experience leaders to communicate the bottom-line benefits of their initiatives.