Aligning Budget with CX Goals: How to Gain Internal Buy-In
Avantive Solutions
A global contact center and BPO leader that reimagines the customer experience (CX) and maximizes results.
Investing in Customer Experience (CX) can transform your brand by driving customer retention and improving overall efficiency. However, to secure internal buy-in for these investments, building a compelling business case that aligns CX goals with your company’s financial priorities is crucial.
Let’s explore how to align your budget with CX objectives to help you gain the internal support you need to prioritize these improvements.
Budget Considerations in CX Investments
When planning for CX investments, organizations need to approach their budget allocations thoughtfully, considering both long-term ROI and employee satisfaction. While advancements in CX often require significant technology and platform investments, there are strategies to manage these costs effectively without compromising the quality of the customer experience.
Blendshoring involves assigning customer experience (CX) tasks to multiple optimal locations while working with a single vendor. For example, a contact center might have teams in the USA handling complex inquiries and teams in Mexico managing routine support tasks. This strategy not only enhances CX delivery but also helps balance costs by leveraging regional strengths. By aligning locations with your CX goals, blendshoring creates a budget-friendly, global approach that effectively meets diverse customer expectations.
Consider the ways that the CX solutions may positively impact multiple teams within your organization. By integrating technology for a more unified approach, CX investment can contribute directly to organizational goals like reducing employee turnover, streamlining workflows, and refining product strategies. Additionally, solutions like AI chatbots can often be leveraged for both your customers and frontline agents to provide real-time feedback and assistance.
While CX ROI can be challenging to quantify, breaking down its impact on customer retention and acquisition provides a clear financial perspective. Studies indicate that companies with strong CX practices have better customer loyalty and increased spending per transaction. Forrester reports that organizations focusing on customer experience see 49% faster profit growth and 51% better customer retention compared to those that do not prioritize it. This underscores the financial advantages of investing in CX.
Garnering Team and Organizational Buy-In
One of the best ways to secure organizational buy-in is through journey mapping. This involves breaking down and visualizing every step of the customer experience, from initial awareness to ongoing support, with input from all relevant teams as well as impact to all relevant teams.
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CX is a company-wide responsibility. By involving stakeholders across departments such as marketing, sales, and recruiting, you create a collaborative view of CX that reveals how each function impacts the overall experience. This alignment helps unify objectives and highlights the CX’s role in each team’s goals.
Teams often focus on specific problems in isolation, missing the bigger CX picture. A customer journey map highlights the connections between departments, revealing how sales efforts affect support teams or how product design influences customer service. This collaboration fosters a sense of shared purpose, making CX improvements more feasible and aligned with broader company goals.
Aligning your budget with CX goals isn’t just about getting stakeholders on board with new ideas; it’s about showing the lasting impact of smart CX choices. With strategies like blendshoring and journey mapping, companies can enhance CX without overspending. The right investments don’t just keep customers coming back, they boost employee satisfaction and streamline operations, delivering a strong ROI that speaks for itself. Ultimately, organizations that embrace a customer-centric approach can expect 41% faster revenue growth, which further reinforces the value of prioritizing CX in budget discussions.
About Avantive Solutions
Avantive Solutions is a global contact center and business process outsourcing (BPO) leader specializing in innovative customer experience (CX), strategic sales, and digital marketing solutions.
As a partner of choice for some of the world’s most recognized brands in healthcare & life sciences, telecommunications & media, e-commerce, and petcare & animal health, we reimagine the customer experience and maximize results through enterprise-level technologies. Not only do we offer seamless omnichannel platforms, but we also provide advanced technologies and solutions such as Voice Analytics, Business Intelligence and Data Visualization, AI, and Machine Learning.
Our people-centric teams across the globe are spirited and engaged. We embrace diverse thinking while celebrating employee achievements and giving back to the communities where we live and work.