This presentation shows tangible business benefits from improving customer experience, including revenue, invested assets, and customer base impact.

1. © 2018 FORRESTER. REPRODUCTION PROHIBITED.
ROI OF CX TRANSFORMATION

2. 2© 2018 FORRESTER. REPRODUCTION PROHIBITED.
H O S T
Lisa Davis
VP, Communications
InMoment
S P E A K E R
Maxie Schmidt
Principal Analyst,
Serving CX Professionals

3. © 2018 FORRESTER. REPRODUCTION PROHIBITED.

4. Customer
Experience:
How customers
perceive their
interactions with
an organization

5. 5© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Three trends create more pressure than ever to speed
up CX transformation efforts

6. 6© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Companies with a more
engaged workforce have a
2.7x
higher operating margin.

7. 7© 2018 FORRESTER. REPRODUCTION PROHIBITED.
CX pros say their firm places a
higher priority on CX than two years ago
Executives say that improving CX is a
high or critical priority
Source: Forrester's Q4 2015 Forrester/Heidrick & Struggles Global Evolved CMO/CCO Online Survey. Forrester's Global Business Technographics Priorities And
Journey Survey, 2016.
76%
84%

8. 8© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Improving customer experience has tangible
business benefits

9. 9© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Forrester’s CX Index measures:
How successfully a company
delivers customer experiences that
create and sustain customer loyalty.

10. 10© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Forrester modeled the relationship between CX
changes and loyalty-driven growth potential
https://www.forrester.com/report/Drive+Business+Growth+With+Great+Customer+Experience+2017/-/E-RES137327
CX Loyalty Growth

11. 11© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Examples of the growth impact of improving CX Index
by 1 point
Revenue impact
Invested assets impact
Customer base impact
Upscale hotels: $ 332 million
Full-service investment: $ 19.3 billion
Health Insurance: 140k customers

12. 12© 2018 FORRESTER. REPRODUCTION PROHIBITED. https://www.flickr.com/photos/aukirk/32520898816

13. 13© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Optimize CX investment based on the pattern in the
relationship between CX and growth potential
https://www.forrester.com/report/Drive+Business+Growth+With+Great+Customer+Experience+2017/-/E-RES137327

14. 14© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Two key things to understand
What’s the shape of the
relationship for your business?
How are your customers distributed
across the CX Index Score spectrum?

15. 15© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Data is always a challenge,
but it’s worth the effort

16. 16© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Direction: There is a recipe to accelerate CX efforts
Source: Why CX? Why Now? Forrester report

17. 17© 2018 FORRESTER. REPRODUCTION PROHIBITED.
57% of CX professionals say
their executives say Customer
Experience is important, but
show no sense of urgency to
develop these competencies.

18. FORRESTER.COM
Thank you
© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Maxie Schmidt
mschmidt@forrester.com
@maxieschmidt