How to measure and display customer experience transformation performance From Forrester

The following is the How to measure and display customer experience transformation performance From Forrester recommended by recordtrend.com. And this article belongs to the classification: Forrester, research report.

For professionals who lead the transformation of customer experience (Cx), measuring and displaying the return on investment of Cx is an eternal proposition. In order to win the financial and action support of enterprise management for the customer experience transformation project, CX leaders need to prove that all CX transformation work can really drive business growth. In fact, the return of investment (ROI) of Cx project is not as difficult to measure as expected. You need to create a convincing business case for your CX project (especially the large-scale CX transformation plan with high cost), and quantify, evaluate and optimize the project investment more efficiently and strategically.

To help you overcome this thorny problem, Forrester’s expert team launched a special guide “how to measure and show the performance of customer experience transformation”, which explains step by step how to create a business case that convinces the enterprise leadership with an effective ROI model, provides a convincing basis for your CX transformation plan, and proves the contribution of Cx to the growth of enterprise performance.

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