Skip to main content

The one question you must answer first to get execs to fund CX

Maxie Schmidt

How To Get Executives To Buy In To CX Transformation

“How do I get executives to care about customer experience?”

I hear this all the time during client inquiries, and for good reason. No customer experience (CX) organization can execute a successful transformation without executive support (and the budget that goes with it).

To get the backing you need, you must tie proposed CX initiatives to what executives care about most: money. It’s critical to build a business case that boils CX efforts down to dollar signs.

In our complimentary guidewe provide detailed instructions on constructing a business case that proves the ROI of CX transformation, along with a fictitious but realistic case study of “Acme Bank.” Acme’s CX team aims to reduce call volume to its overworked call center by improving customers’ self-service options. By framing the transformation effort in win-win terms (wherein the customer gets better service and the company gets fewer calls), the CX organization sets itself up for success.

Check out the infographic below to get a preview of how the Acme team united CX and financial goals:

 

Download Capturing The ROI Of CX to get Acme’s full story, plus concrete, step-by-step instructions on making a successful CX business case and ROI model.