The Business Value of Customer Experience

Transform customer relationships into competitive advantage and sustainable growth

Data-driven insights that demonstrate CX as a critical business driver

5.4x

greater total shareholder return for CX leaders vs. laggards over 16 years

Source: Watermark Consulting (2024)

95%

profit boost from just 5% increase in retention

Source: Harvard Business Review (2000)

1.7x

faster revenue growth for CX-focused companies

Source: Forrester (2021)

In today's competitive landscape, CX is your most powerful differentiator

37% higher consumer spending with brands that deliver consistent, positive experiences. Deloitte Insights, 2024

72% of U.S. consumers will pay more for a premium experience. Qualtrics XM Institute, 2025

80% of value in leading companies comes from existing customers—retention drives competitive edge. McKinsey, 2023.

Access executive insights to fuel growth through customer-centric strategies