Business Impact of cx

This expert-led service provides your organization with an indicative view of the potential business impact of improvements in customer experience as measured by NPS (Net Promoter Score).

Key Benefits

  • First-pass depiction of potential top-down financial impact of an NPS improvement
  • Improved articulation of the rationale for investment to obtain management commitment and financing
  • Enhanced organizational positioning on where to focus investment for future success in the market

Key Activities


An initial virtual Kick-off meeting to understand the CLIENT’s business context and program aspirations. This involves discussing the level of financial analysis, and the models suitable for the client.



A 2.5 hour meeting to review the CLIENT’s current state capabilities and program constraints. This includes gathering the inputs and future state requirements required to build the model



A  CX Expert will use the inputs gathered to build the Potential Business Impact model



A 2-hour meeting with key stakeholders to work through results and validate findings

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Closely map to business objectives and organizational structures, engage executives, and educate your team to drive actions and easier adoption.


Get a clear understanding of customer needs, improvements to meet those needs, the resulting business value, and solutions to deliver both customer and organizational value.


Receive insights for dashboard and future survey development without costing you time and personnel. Statistical, text and predictive analysis enhance actionability of these insights.


Maximize ROI by broadening your organization's perspective from standard touch-points to an integrated experience management approach.


A framework of Five Core Competencies recommended for a successful CX Program: Culture & Leadership, CX Management System, Customer Intelligence, Connected Employees, & Continuous Innovation.

business impact of cx

Improve your articulation of the rationale for investment of management commitment and financing, and enhance your positioning on where to focus that investment for future success in the market.

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