This is the final article in a series of Futurelab columns for consulting.de, focused on making the business case for Customer Experience (CX). In the first part (LINK) we talked about why CX Managers need to prove ROI at all (reminder: it is because ROI discussions are budgeting discussions). In the second part (LINK) we gave an example of how this calculation depends on the strategic objectives of your company. In the third part(LINK) we offered several metrics that different B2C and B2B businesses should be looking at to calculate ROI of their CX initiatives as well as advice on what’s beyond the money talks. Let’s get down to business. By now we have explained WHY any CX manager needs a solid understanding of how their initiatives are going to pay off; WHERE to start depending on the company strategy; and WHAT to look at in terms ofcustomer behaviours and metrics that reflect them.Time for the HOW.…