Your organisation puts the customer first and is willing to invest in CX. And as a CX professional, you likely have many ideas that could positively impact your NPS or other CX metric. Your management, however, expects a business case backed up by data that your investment will not only improve your CX but pay off for the business, too. To make that case, CX specialists have to establish a direct link between CX and the Return on Investment (ROI). Between customer feedback and operational outcomes, whether it’s an increase in the customer value, decrease in churn or lower operational costs. That relationship can be found in your data. The result is known as the ‘return on CX’.