A Billion Dollar ROI? Yes, Please!

What if I told you that improving customer experience could net your organization a BILLION dollars or more?

We all know that customer experiences impact a company’s growth and success—and they can be either positive or negative. It’s like that old saying—a happy customer will tell one friend about their experience, but an unhappy one will tell ten!

So, how do we attach actual dollar amounts to these experiences?  And why has it, historically, been so hard to calculate and prove the value of CX to executives?

Why do so many organizations find improving CX so hard?

Perhaps you’ve been part of your organization’s efforts to improve customer experience. In all likelihood, you’ve discovered that this can be a monumental undertaking. Why?

Sure, it all sounds like a great idea. However, to succeed, you need to focus on how you are going to measure success and translate it into dollars to prove the value you’re delivering—and achieve continued executive buy-in.

Where do you even begin?

Measurement and investment go hand in hand

To deliver the highest-quality customer experience, you need both the commitment to make the appropriate investment and then a method for measuring the improvement you’ve achieved.

After all, you can’t determine whether you’re actually moving the needle to improved CX without first establishing what criteria you’re going to use.  Here are just a few suggestions on how to get started:

• Know where you’re starting from, where you want to get to, and how you’re going to chart your progress.
• Make sure you have a solid understanding of your customers’ journeys. Do they have a consistent, positive experience throughout? Identify where customers are encountering issues that make their experience less than ideal.
• Employ AI where possible. Automating CX workflows can reduce wait times (a frequent customer complaint) and improve self-service capabilities.

Real-world ROI

So, do I have your attention? Are you ready to start your CX transformation in earnest?

According to Forrester Research (“How Customer Experience Drives Business Growth, 2024,” January 2025), even a single point improvement in a company’s “CX Index™ Score” can deliver a tremendous ROI, ranging anywhere from $38 million to over a billion dollars.

Time to Get Started

Verint solutions, with our family of AI-powered bots, deliver the CX Automation that helps drive these business outcomes and many, many more.  Ready to learn more?

Check out our latest ebook: “The ROI of CX” and reach out and schedule a demo so you can see for yourself how to start achieving this kind of ROI on your CX initiatives.