How to Prove the ROI of Customer Experience, with Diane Magers

Watch the video:

In this 45-minute recorded webinar, Darren Wake, Head of Customer Success at CustomerSure, is joined by Diane Magers, CCXP and co-founder of AmplifyCX, to explore how customer experience (CX) professionals can demonstrate clear financial value from their work.

You’ll learn how to connect CX improvements to customer behaviours—like retention, referrals, and reduced cost to serve—and how to turn those behaviours into compelling ROI stories that resonate with leadership teams.

Here’s what we covered:

• How to connect CX efforts to measurable behaviour change and financial outcomes.
• Why ROI must be designed into your CX strategy from the start.
• A step-by-step model for building business cases with real-world examples.
• How to avoid the “metrics trap” and focus on what truly matters to the boardroom.
• Practical ways to quantify impact using real data—not just satisfaction scores.

Whether your programme is in its early stages or already mature, this session gives you practical techniques to build credibility, secure investment, and drive business impact through CX.

If you’re responsible for leading or justifying your organisation’s CX strategy, this recorded session is essential viewing.