The CX3 Impact Report uses transparent, auditable assumptions to model what movement toward Visionary CX™ could mean across employee engagement, customer loyalty, churn, EBITDA, and long-term value.
The math sizes the opportunity. The math is not the product. The product is embedded fractional CXO leadership that makes Visionary CX™ real inside the business.
The model is built to be conservative and transparent, not gimmicky. Every assumption is shown so leadership can audit it.
ePS and NPS are gauges, not the strategy. The strategy is building the company that makes those scores rise organically.
The CX3 model is built on a well-researched causal chain. Each link has decades of data behind it.
Employee engagement drives customer loyalty. Customer loyalty drives retention. Retention drives profitability. Profitability drives valuation. The cycle repeats.
Your CX3 score maps to industry quartile performance based on Gallup Q12 engagement benchmarks and Bain NPS research. The projections are interpolated based on your position within the range, not fixed increments.
| CX3 Score | Zone | Industry Quartile | ePS Range | NPS Range |
|---|---|---|---|---|
| 0-20 | Siloed CX | Bottom 25% | -10 to +10 | -5 to +10 |
| 21-35 | Fragmented CX | 25-50% | +10 to +25 | +10 to +25 |
| 36-50 | Aligned CX | 50-75% | +25 to +45 | +25 to +45 |
| 51-58 | Visionary CX™ | Top 25% | +45 to +60 | +45 to +70 |
Here's exactly how we calculate each component of your projected ROI. No black boxes.
The logic: For every 10-point improvement in ePS, we apply a 5.25% EBITDA lift. This is approximately 25% of Gallup's documented 21% top-quartile premium, making it a conservative estimate.
Research: Gallup meta-analysis of 276 organizations shows top-quartile engagement delivers 21% higher profitability.
The logic: For every 10-point NPS improvement, revenue accelerates by approximately 2.5% through referrals, expanded accounts, and reduced friction in the sales cycle.
Research: Bain & Company research shows NPS leaders grow 2x faster than competitors. LSE study confirms correlation between NPS and revenue growth.
The logic: Every 10-point NPS improvement reduces churn by approximately 7.2%. We multiply this by your annual revenue lost to churn to calculate retained revenue.
Research: Bain research shows 5% retention improvement can increase profits 25-95%. NPS-to-churn correlation validated across industries.
The logic: Engaged employees stay longer. We calculate current turnover cost (typically 50-200% of salary to replace) and apply engagement-driven reduction rates.
Research: Gallup shows engaged teams have 43% lower turnover. SHRM estimates replacement costs at 50-200% of annual salary.
The logic: Companies with high ePS, high NPS, and predictable revenue command higher valuation multiples. Lower churn means lower risk. Engaged teams mean sustainable performance.
Research: PE and M&A data consistently shows 1-2x multiple premiums for companies with strong customer and employee metrics.
Every multiplier in the model is grounded in published research and recognized industry benchmarks. We use conservative estimates, typically 25-50% of documented top-quartile performance.
The CX3 methodology draws from published research, recognized studies, established business evidence, and industry benchmarks.
Q12 engagement research, 276-organization meta-analysis, productivity and profitability correlations
Net Promoter System, NPS-to-growth correlation, retention economics, customer lifetime value
CX-driven growth rates, operational efficiency gains, digital transformation ROI
Service-profit chain research, employee-customer-profit linkage, organizational alignment studies
Transparency builds trust. Every assumption here is visible so leadership can audit it. The CX3 Impact Report applies this same math to your company's numbers, and the work is making Visionary CX™ real through embedded fractional CXO leadership.
What would these assumptions produce on your numbers?
The CX3 Impact Report uses this same math to model what movement toward Visionary CX™ could mean for your company. The work is making Visionary CX™ real through embedded fractional CXO leadership.
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