This ROI in CX Research Report provides insights from 122 CX experts on how to calculate the financial returns from customer experience initiatives. The report highlights that calculating ROI in CX has been identified as one of the industry's toughest challenges for the last three years. Many firms enjoy financial rewards from their customer experience spend but lack the visibility to correctly attribute the yield to CX efforts, which jeopardizes the future of CX investments. The report presents key learnings from a range of CX practitioners, including Dropbox, American National, and Wells Fargo, and can be utilized by CX practitioners in their journey to unlock budget for customer experience initiatives. The report defines ROI as how an investment is going to reduce costs or increase revenue for a business.
