CXN Live: ROI in CX 2021

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While the link between CX and enhanced business outcomes is not disputed, quantifying the direct link between investment and financial results has long been a challenge for CX practitioners. According to a recent CX Network survey 60% of CX experts doubt their brand’s ability to calculate the linkage between CX initiatives and business benefits, and 50% feel the pressure to prove ROI. This in turn poses problems for practitioners looking to develop a business case for further investment in CX initiatives.

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