Updated on 04-16-25
TL;DR
- Many companies invest in Customer Experience—but often struggle to prove the ROI.
- Traditional metrics like NPS or CSAT fall short. What really counts is the quality of the entire journey.
- According to McKinsey, companies with strong CX boost their revenue by up to 10% and cut costs by up to 25%.
- The Emporix Orchestration Engine makes this possible—through intelligent process control behind the scenes.
- The result: less friction, faster processes, better conversion.
How Customer Experience Really Pays Off
Customer Experience (CX) is not a soft factor. It’s one of the few levers companies can use to cut costs and drive growth—even in a challenging market.
McKinsey puts numbers to it: companies that invest strategically in CX increase their revenue by 5 to 10 percent while reducing operating costs by 15 to 25 percent—within just two to three years. That’s impressive. But in practice, proving the return on investment (ROI) often fails for a different reason: measurement.
Why CX Metrics Often Miss the Mark
Many companies gauge customer satisfaction using NPS, CSAT, or star ratings. These metrics are helpful—but they reveal little about which specific processes actually make a difference.
It gets even trickier when different touchpoints yield conflicting results. A great service experience can be undermined by a clunky checkout process. Or a simple product search may be negated by a complicated return process.
It’s Not About the Touchpoint—It’s About the Entire Journey
McKinsey puts it clearly: Customer journeys are far more strongly linked to business success than individual touchpoints. Customers who have a consistently good experience are more satisfied, more loyal—and more likely to buy again or recommend the brand.
An isolated KPI simply isn’t enough. What matters is how well the end-to-end processes work:
- How seamlessly can customers switch between channels?
- How consistent is communication throughout the journey?
- And above all: How well is the underlying process orchestrated?
Commerce Orchestration: The Hidden Lever Behind CX Success
This is where the Emporix Orchestration Engine comes in. It helps companies manage complex commerce processes in a way that serves the customer.
It’s not just about isolated frontend moments—it’s about backstage coordination:
- connecting product data, availability, and pricing,
- automating offer logic based on customer, channel, or context,
- and integrating seamlessly with existing ERP, PIM, or CRM systems.
The result is a Customer Experience with substance. Not just a show—but a consistent, efficient, and personalized shopping experience.
The ROI Practically Speaks for Itself
When processes are well orchestrated, the benefits are immediate:
- Less effort in customer service due to fewer friction points,
- Faster order processing thanks to rules working in the background,
- Higher conversion rates because the experience is coherent.
That’s when CX becomes more than a promise. It becomes a proven value driver.
Your Next Step
Want to make the ROI of your CX initiatives visible—and optimize your processes at the same time?
