Summary
Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunities. But they also require investments in technology, training, and services. CX transformation leaders who want to accurately model the ROI of a CX transformation must estimate the size of required investments and expected benefits, as well as when those will occur. This report shows you how to build an ROI model that can power a CX transformation business case, including where to look for benefits, how to quantify them, and how to estimate costs.
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