Balancing CX against Total Technology Spend

Author(s)	Arulmozhi Kasthurirengan
Country	United States
Abstract	Balancing Customer Experience (CX) improvements against overall technology pending requires a strategic approach that prioritizes investments that yield the highest return on investment (ROI) and aligns with business objectives. It involves understanding the practical implications of CX investments and the expected returns, while also ensuring that technology choices align with the long-term vision and avoid creating tech debt. The last few years have been characterized by an overwhelming amount of change for customers and marketplaces. From supply chain shortages to shifts in customer channel preferences, organizations have struggled to catch up and keep pace with customers’ evolving needs and expectations.
Keywords	CX (Customer Experience) Initiatives, Net Promoter Score (NPS), Digital Purchase Experience, Customer Understanding, Elevating Customer’s Performance, Single Platforms, CX investments
Field	Engineering
Published In	Volume 4, Issue 6, June 2023
Published On	2023-06-08
Cite This	Balancing CX against Total Technology Spend - Arulmozhi Kasthurirengan - IJLRP Volume 4, Issue 6, June 2023. DOI 10.70528/IJLRP.v4.i6.1643
DOI	https://doi.org/10.70528/IJLRP.v4.i6.1643
Short DOI	https://doi.org/g9t8kw

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