In short
A CX business case works when it sizes one named leak in money, proposes one focused pilot to close it, states the metric that will prove it, and shows the cost of doing nothing. Three pages, one number per section — not a maturity model.
01
Size the leak
Affected customers × value at risk per customer × probability of loss. An approximate number that leadership can challenge beats a precise number nobody believes.
02
Scope the smallest credible pilot
4–6 weeks, one journey step, one owner, one success metric. Small scope is what gets funded.
03
Show the cost of inaction
Quantify the leak continuing for another four quarters. That comparison, not the CX language, is what wins the budget.
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