Most CX teams walk into leadership conversations armed with NPS scores and satisfaction dashboards.

Most leadership teams make decisions based on revenue, cost, margin, and risk.

That gap between what CX measures and what the business cares about is why CX investment stays stuck.

In this episode, Marc Fonteijn and Martin Palamarz, co-founder of TheyDo, start the business case conversation from the one angle that actually works: a number.

The episode covers four cost levers every organization can calculate: churn cost, support cost inflation, onboarding delays, and lost expansion revenue.

No advanced analytics required. Marc and Martin walk through back-of-napkin calculations that translate broken journey moments into language your CFO recognizes. They also share a real telecom example where fixing one high-value journey reduced churn by 18% in three months.

By the end of the episode, you'll have a method for putting a concrete cost figure on bad customer experience in your own organization, and a free CX Cost Calculator in the show notes to run the numbers yourself. The kind of number that gets you a meeting.