Gartner Research

How to Justify the Business Value of Your Customer Experience Investments

Published: 22 April 2015

ID: G00274718

Analyst(s): Jake Sorofman


Despite growing acknowledgment of customer experience as a strategic imperative, marketing and customer experience leaders still need to make the case beyond it's the right thing to do. This research explains how to make the business case for customer experience investments.

Table Of Contents
  • Key Challenges



  • Attach to New and Existing Sources of Revenue
    • What to Do Next
  • Identify Areas for Cost Reduction
    • What to Do Next
  • Focus on Highest Priority Customers
    • What to Do Next
  • Focus on the Highest Priority Moments
    • What to Do Next
  • Benchmark Performance Relative to Competitors
    • What to Do Next
  • Putting It All Together

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