Set your cornerstone by understanding how you’ll impact revenue, cost, or risk. These are the things that keep CEOs up at night, so that’s where you need to focus your efforts. Will the improvement help you acquire new customers (increasing revenue), deflect unnecessary support cases (lowering costs), or improve employee retention (reducing risk)? These aren’t the only examples for business case anchors, but they give a flavor of how to frame the thinking around the blueprint for your structure.
Original source: Take These Three Steps To Build Your CX Improvement Business Case