CX Strategic Knowledge · CX Methods
Implementation guidance: ROI & business case
CX funding follows three numbers: time saved, revenue not lost, and lawsuits not fought.
Three ways to build the business case for experience work: productivity ROI from time saved per task, loss prevention from failed conversions, and accessibility framed as insurance against litigation and settlement costs.
Productivity ROI is the simplest model: time saved per task, multiplied across staff and frequency. Two hundred staff saving one minute per task, ten times daily over three years, yields more than 356,000 dollars. Small friction, at scale, is a payroll line.
Loss prevention is the sharper argument. Five failed high-value conversions a day can equal 6 million dollars in annual lost sales. Executives who shrug at satisfaction scores do not shrug at that.
Accessibility belongs in the same frame. It is an investment made now to avoid the much higher costs of litigation defense and settlement payments later. Framed as risk avoidance rather than compliance chore, it gets funded.
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