Gartner Report: Justify Customer Experience Initiatives Using 4 Approaches

Demonstrate the ROI of Customer Experience

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 According to Gartner “the inability to demonstrate the value or ROI of CX is a high-stakes situation requiring attention. Application leaders should choose which of our four justifications of CX initiatives is best suited to their circumstances.”

Learn how to showcase the Business Value of Customer Experience Initiatives

Customer Experience has become one of the most relevant key differentiators for companies in both B2C and B2B industries. However, many CX leaders struggle to demonstrate the business value of CX initiatives to internal stakeholders.

Key challenges for CX leaders:

  • Companies collect a vast amount of customer data, but it is often disorganized and underutilized when justifying CX initiatives.
  • The value of CX is too often described from anecdotal or emotional angles instead of using performance and financial ones.

Gartner, Justify Customer Experience Initiatives Using 4 Approaches, Michael Chiu, Ed Thompson, Don Scheibenreif, Jake Dunne, 6 July 2020.
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