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Plan

CX value and ROI

At some point finance asks what the programme is worth. We link experience data to numbers finance already trusts, such as revenue, retention and cost to serve, and build a case finance can check.

Request a discovery call How we do it
Value modelExperience driversRevenueRetentionCost to serveAssumptions shown, ranges stated

When it helps

Signs you need this.

  • Budget for the programme is under review.
  • You need a business case for fixing a known pain point.
  • Scores move and nobody can say what that means in money.
  • Finance doesn't accept the figures the CX team presents.

How we do it

How we build the value case.

  1. The question

    We agree the decision the analysis must support and who needs to believe it.

  2. Data

    We identify the experience and operational data available, check its quality and join it at customer level where possible.

  3. Analysis

    We test how experience measures relate to behaviour, such as renewal, spend, complaints and contact volume.

  4. Model

    We express the findings as a financial model with stated assumptions and ranges.

  5. Case

    We present the result alongside finance and hand over the model so you can update it.

What you get

What you have at the end.

  • A documented method, agreed with finance
  • A model linking experience measures to financial outcomes, with assumptions shown
  • Pain points and strengths ranked by financial effect
  • A business case for the priority improvements
  • A handover session, so your analysts can maintain the model

Before you startThis work depends on your data. If the link between experience and behaviour can't be shown with what you hold, we'll say so and tell you what to collect.

Your part

What we need from you.

  • Survey data that can be matched to customer records
  • Behaviour data such as tenure, spend, renewals or contacts
  • An analyst or data owner who knows the fields
  • A contact in finance to agree the method

Questions

Questions you may have.

What data do you need?

Survey responses that can be matched to customer records, plus behaviour data such as tenure, spend, renewals or contacts. We confirm what is usable before committing to the analysis.

Will you promise a return figure?

No. We report what the data supports, with ranges, and we state the assumptions.

Can you work with our analysts?

Yes, and we prefer to. They know the data, and they'll maintain the model after we leave.

Related

Related services.

Next step

Tell us where your programme is.

The first call is free and carries no obligation. You'll speak to our principal consultant, who would lead the work.

Request a discovery call info@unfoldcx.com