Those involved with CX initiatives are increasingly being asked to think with both their hearts and their heads. That's to be expected as the field comes of age. Now that leadership and processes are in place, CFOs and finance directors are asking if investing in CX is worth it. They expect a financial return. Project proposals without a financial business case are more likely to be turned down. Nearly half of organizations in a Gartner survey claimed they can track the financial benefits of CX projects, while Gartner's marketing leaders survey shows that over 80% of organizations expect to compete mainly based on CX, meaning that the skill of realizing benefits will be in high demand.
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