The CX Tech Stack Impact Report emphasizes turning customer experience technology into a profit center by linking it directly to revenue and loyalty gains. It presents five formulas: preventing problems to retain customers, resolving issues to boost satisfaction, delighting customers to amplify word-of-mouth, soliciting complaints to strengthen loyalty, and leveraging referrals for acquisition. Case studies show companies like Domino’s, AARP, and Chick-fil-A increasing retention and sales by addressing service gaps and empowering agents. The report advises quantifying revenue impacts for CFOs and CMOs, stressing that personalization and AI-driven relevance are critical for maximizing ROI.

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