Unlocking the True ROI of Customer Experience

Free to attend 1-hour webinar

Tuesday 18 September 2025 at 1pm (BST) / 8am (EST)

About the Webinar

Proving the return on investment (ROI) of customer experience is a common challenge for CX leaders. The key is focusing on what truly matters: Not scores or dashboards, but how experience changes drive customer behaviour and, in turn, business outcomes.

When customers stay longer, buy more, or need less support, the financial value of CX becomes clear.

Join Darren Wake and Diane Magers, CCXP, for a focused conversation on how to frame and prove the value of CX in ways that resonate with senior decision-makers. Drawing on Diane’s global leadership experience and our experience practising at CustomerSure, we’ll show how CX drives changes in customer sentiment and behaviour.

What’s more, you’ll learn how those changes reduce churn, increase revenue, and lower complaints, and how to tell this story with real data.

Who Should Attend

This session is ideal for CX professionals, insights teams, and business leaders looking to strengthen the case for customer experience. It’s especially useful if you’re:

• Leading a company and looking to differentiate through customer experience aligned with business goals
• Building a compelling case to secure CX investment
• Struggling to tie feedback and journey mapping to financial impact

Why Attend

Many CX programmes struggle to show ROI, either because it’s based on guesswork or because teams lack confidence in how to measure it. That means CX often gets overlooked in executive conversations. When leaders understand the true ROI potential, it becomes a priority. This webinar will help you:

• Pinpoint how CX efforts drive real business results
• Measure the behaviours that generate value
• Build ROI models tailored to your organisation
• Avoid the trap of measuring what’s easy rather than what’s meaningful

What You’ll Learn

This session offers actionable insights you can use right away. You’ll learn how to:

• Connect CX improvements to specific customer behaviours
• Tie those behaviours to financial outcomes like retention, revenue, and reduced cost to serve
• Build and communicate ROI cases that hold up in the boardroom
• Align CX initiatives with operational and strategic goals

This isn’t about chasing higher satisfaction scores, it’s about using experience to drive behaviour, and behaviour to drive performance.