It is widely recognized that customer experience is not just a trend; it is a strategic necessity for sustained growth and success in today's market. But how do companies justify the investment that is needed?  To effectively calculate the ROI of CX, companies may need to adopt a comprehensive approach that combines qualitative and quantitative metrics, focuses on long-term impact, and regularly reviews and adjusts their methods based on evolving customer needs and market conditions.

• Targeting long term impact AND communicating short term wins
• Data collection and analysis – engaging the internal partners you need
• Leaning into the less tangible
• VoC and the annual planning cycle