A CX Manager’s guide to proving ROI–fast. This is the first in a series of Futurelab columns for consulting.de, focused on making the business case for Customer Experience (CX). In the coming weeks, we will explore hands-on ROI models, CX’s role in cost cutting and revenue growth, and how to tailor your argument for different stakeholders–from CFO to CMO to frontline ops. “Why should I pay for happy faces?” It was a classic moment: a CEO leaned back in his chair, spreadsheet open, and asked,“Why should I invest in happy faces? I need growth, not good vibes. ”We have just presented him with Voice of the Customer results showing high frustration rates in his contact center. His team wanted to act. He wanted numbers first. Luckily, we had them:unhappy customers were costing the business €13 per year in service interactions. Happy customers? Just €4. Multiply that by 10 million customers, and the math speaks for itself.…