What Do You Think .. Is CX ROI Back To The Future ?

I spent some time on a briefing call this week, April 5th 2022 to be precise, with one of the 'worlds top CX analysts' and here is what they said .. that rocked me back a little ?

“We are talking to CX leaders at major companies struggling with how to create models that they can use to justify CX expenditures and investments.

Specifically accounting for:

• Improved retention both during crucial onboarding and longer term relationships?
• Improved upsell by better timing and packaging of offers for more empathetic customers

But adding areas like?

• Quantifiable benefits of avoiding service interactions through improved product an service design.?
• Reducing costs of managing and maintain digital experiences through removal of non-performing and upgrading of poor performing?digital content and assets?
• Cost avoidance through increased digitization and improved digital experience performance
• Reduction of operating costs through improvement of poor performing workflows and ways of working?

And ensuring that ..

• Having come up with the hypothesis that we track actual results and optimize our approaches”

Haven’t I / we been creating business cases like this in contact centers, sales improvement, digital transformation and organizational and operational (re)design and for the past 35 years .. or did I dream all that ?