Background:

A common notion amongst professionals in the Customer Experience  space is that it is difficult to prove ROI of CX projects. The reasons are obvious: growth hardly is ever the result of a single initiative, but stems from an orchestrated effort by the entire company. Some contributors to growth may be entirely unrelated to customer experience yet all of them equally part of the overall success puzzle. How do CX practitioners then manage to obtain senior management buy-in to get their projects funded? Is their senior management convinced of the positive ROI their projects deliver?

We asked:

Do you think your senior management finds there is strong ROI from customer experience initiative?

(results are based on 406 respondents, mostly based in North America, across various industry segments)