Key Factors to Optimize Revenue Return from Investing in Customer Experience Improvement

This IDC Market Perspective analyzes key factors that impact the business value in terms of the return on revenue organizations experience from investing in improving their customer experience (CX). These range from a dedicated customer-centered leadership in the C-suite to the organization's approach in executing CX. The analysis is based on IDC's Future of Customers and Consumers Survey, conducted in September 2021."CX leaders are still challenged with a standardized methodology to demonstrate tangible business value that directly ties to improvements in customer experience," said Sudhir Rajagopal, research director, Future of Customer Experience at IDC. "Even so, the majority of organizations that invest in CX improvement do report a return on revenue. Crucially, revenue return is closely coupled with a strong, customer-centered executive leadership in the C-suite; a centralized model for experience transformation; business objectives aligned with customer outcomes; and delivery of value for the customer."