When budgeting for CX, a key question is how to determine the business value. Seventy-five percent of the marketing leaders responding in this years report said they had calculated the business impact of improving CX, a figure which had only been 48 percent two years ago.
To that aim, Gartner makes several recommendations. For instance, it suggests that organizations can employ customer data that shows the impact of satisfied customers, since customer satisfaction is the key goal of customer experience efforts.
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