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What financial reporting data should I include to present a business case for a new CX technology investment?
Frequently Asked Questions
Financial Reporting Services
What financial reporting data should I include to present a business case for a new CX technology investment?
A strong business case should include both current performance metrics and projected financial outcomes. Senior managers or VPs can start with “baseline figures” such as:
a) Support costs
b) Cost per ticket
c) Average handling time
d) Staffing expenses, and
e) Customer churn.
Then estimate expected improvements in productivity, labor savings, retention, and revenue growth after implementation. Additionally, it is also important to model payback period, return on investment (ROI), and cash flow impact under different scenarios.