The 1-Page CX Business Case That Gets Funded (Even Without Buy-In)
You Spend Months Collecting customer Signals—And Still, Nothing Moves.
You’ve been there:
The NPS drops.
The post-purchase friction stacks up.
Customers are telling you exactly what’s broken.
You build the deck. Share the quotes. Present the findings.
The execs nod. Your champion agrees.
And still—nothing happens.
It’s not that your case isn’t valid.
It’s that your case wasn’t built to move inside the business.
That’s why we built the CX Case Maker™.
What is the CX Case Maker?
The CX Case Maker is a 1-page, executive-ready business case that helps CX pros influence their cross-functional department leaders to prioritize customer frictions and redesign experiences that leads to better business outcomes.
This is customer-centricity.
✅ Prioritize customer friction based on real business impact.
✅ Tie that friction to KPIs your execs already care about.
✅ Build a case that travels internally—even when you’re not in the room.
It’s not a pitch deck.
It’s not a 30-slide customer sentiment story.
It’s a system for internal influence—designed to get customer frictions prioritized and funded.
What ‘Good’ Looks Like
A high-converting business case isn’t flashy. It’s functional.
✅ Internal-facing — written in their words, not yours.
→ Would your execs think this was written by you or this VP of eCommerce?
✅ Specific — uses numbers, timelines, and friction that actually matters.
→ Can you tie this to a metric that’s already being tracked? (Player Tip: This is not NPS, CSAT, etc.)
✅ Scannable — a CFO should understand it in 90 seconds
→ Could a decision-maker get the “why now” from a single glance?
✅ Collaborative — built with your internal cross-functional partners, not presented to them.
→ Who helped shape this—and will they carry it forward? (Player Tip: This is a CX Champion.)
The CX Case Maker Framework
Here’s how to build your 1-page business case.
1. Framing the Friction
Start with the problem—but frame it in operational, customer, or financial terms.
“Customers with split shipments experience 3x the support burden and 25% higher churn within 90 days.”
2. Business Impact
Quantify the cost of doing nothing. Connect to revenue, cost, churn, or strategic KPIs.
“WISMO contacts cost $180K annually in labor and deflect agents from high-value issues.”
3. Strategic Alignment
Anchor to a priority already being funded. Use internal project codenames if you have them.
“This blocks progress on our digital conversion roadmap and increases CAC by 12%.”
4. Proof & Signals
Support with VoC, behavior data, operational metrics, and heatmaps.
“52% of delivery feedback includes confusion around shipping status.”
5. Recommended Action
Propose an action plan that’s scoped, realistic, and clearly resourced.
“Redesign the post-purchase experience with live carrier EDDs. Requires 2 dev sprints and copy updates.”
6. Payoff That Matters
Include a “before and after” view that hits exec KPIs. Show outcomes, not feelings.
Want to See It In Action?
Here’s the full CX Case Maker Live Walkthrough where we break it down step by step:
What Happens If You Don’t Make the Case?
Your customer friction lives another quarter, unfunded - which means you will report on it… again!
Your team stays in insight mode, not execution mode.
CX remains a “program”—not a performance system.
You don’t need another slide.
You need a case that gets funded, fast - this is how you advocate for your customer.
Your insights won’t speak for themselves. You have to activate the organization.
Just Getting Started? Grab the Free CX Case Maker Framework
Want to see what the framework looks like before diving in?
Download the CX Case Maker™ – Free Framework Preview and get:
✅ The full 1-page structure
✅ Framing prompts for each section
✅ A guide to start connecting friction to business impact
This is the exact starting point over 1,100+ CX leaders used to go from "just reporting" to driving executive action.
📥 Download the Free Framework
No pitch decks. No fluff. Just the first step to building a business case that gets funded.
Want to Go Beyond the Framework?
Download the Full CX Case Maker eBook. Get the full guide, examples, and prompts to build your 1-pager.
The eBook gives you everything you need to build your own 1-pager:
Madlib-style writing prompts
Business-framing examples
Internal champion mapping
Real-world proof points
This isn’t a vendor worksheet.
It’s a practitioner-built system—used by 250+ CX leaders in the last 60 days.
Want to Pressure-Test Your Case?
Book a 1:1 Case Coaching Session and I’ll help you:
Refine your friction
Tie it to business metrics
Get it executive-ready
⚡ Book a 1:1 Coaching Call
Final Word: CX Pros Don’t Get a Second Shot at Influence
Let’s be real:
If you don’t frame the case—someone else will.
And they won’t mention the customer.
They’ll talk cost. They’ll talk efficiency. They’ll get the funding. You’ll get a “maybe next quarter.”
This is the moment most CX pros lose the room.
Not because the problem wasn’t real.
Because they couldn’t make the business feel it.
You don’t need a louder voice.
You need a better case.
Build it. Back it with friction. Tie it to the P&L.
And let it move inside the business without you.
The only thing worse than doing nothing is being right—and still getting ignored.
Let’s unf*ck that.