CX Platform / CX ROI & Analytics

Measure and share the customer experience ROI of your CX program

How do you measure the success and ROI of customer experience initiatives?

Smart Analytics in the Cemantica journey management platform, available in our Enterprise subscription package helps you measure the bottom-line impact of your CX program and gather key metrics of your initiatives. 

With pre-configured Customer Experience analytics dashboards, you see revenue generated by different Customer Experience projects, track performance and instantly share CX ROI to your management team.

Why not ask our AI tool, Alex to help uncover more insights and automatically create your custom dashboards for you?


Customer experience ROI and analytics

Customer Experience programs are a lever for business transformation to meet customer needs while supporting business goals. Your CX program must bring expected business benefits and you must be able to measure it.

What is customer experience (CX) ROI?

Customer Experience (CX) ROI, or Return on Investment, is a financial metric that quantifies the business case for investing in customer experience strategies and initiatives. It measures the return on investment that a company can expect from enhancing its customers´ experience and can summarize all elements that make up how CX impacts a business.

Measuring and quantifying the financial benefits generated by customer experience initiatives can include increased revenue, reduced costs, streamlined operational processes, improved customer retention, and enhanced brand reputation.

Demonstrating the ROI of CX is essential for securing executive buy-in and continued investment in customer experience programs.


How to improve your ROI on customer experience

Think about multiple metrics that make up business success.

Are you able to check the volume, health and status of personas, journey maps, opportunities and solutions?

Can you easily see which employees or projects are making the most impact?

Can you surface common themes arising from customer sentiment?

Can you drill down at touchpoint and stage level where negative sentiments arise?

Can you visualize and prioritize the ROI potential of your CX initiatives?

Can you focus on the quick wins or the longer term projects that will bring more financial impact?


The financial importance of customer experience analytics

To prove value of a customer experience program is key. The ability to track and quantify the financial contribution of each CX project, and ensure it is in line with your company’s objectives.

ROI-driven customer experience

By linking each CX initiative to business KPIs with their own business goal and instantly measuring the outcomes in terms of business performance; you can prioritize and focus on the right projects to ensure your CX program contributes to the business objectives of your organization.

It’s important to note that the ROI of customer experience is more than just a rate of return. It’s about understanding how improvements in CX can lead to increased customer loyalty, higher revenue, and a stronger business overall. To achieve this visibility, it´s important to be able to set up and track quantifiable multiple metrics.

Customer experience metrics - go beyond customer satisfaction and NPS

What metrics should you be measuring to track the impact of your CX initiatives?

A data-driven approach will help in goal setting, performance tracking and enables companies to make long-term decisions that will enhance loyalty in their customers and increase revenue.

Rather than focusing solely on the Net Promoter Score (NPS), which is an indication metric of customer satisfaction, CX analytics provide a more comprehensive view of the impact of CX strategy on a company’s bottom line and allows multiple teams to align under one goal. NPS can be one of many KPIs that can be included in your CX analytics.