Turning CX Technology Into Tangible Results

From Tech to Transformation: Realising CX Outcomes Across Your Stack

According to Forrester’s 2025 Total Economic Impact™ (TEI) study of Zendesk, organisations using the platform achieved a 301% ROI and £23.2M in net present value over three years. These are impressive numbers - but they don’t tell the whole story.

Technology platforms like Zendesk offer immense potential. But realising that potential requires more than a licence and a login. It demands a strategic approach to implementation, integration, and continuous optimisation.

This article explores how CX leaders can move from tech investment to transformation - and why execution is the missing link.

What the TEI Report Reveals About CX Potential

The TEI study highlights the measurable impact of a well-implemented CX platform:

• 25% reduction in contact rate
• 30% of enquiries resolved via AI
• 3-minute reduction in average handling time
• 65% decrease in agent attrition
• 67% faster onboarding
• 1% increase in revenue from improved CX

These outcomes are not just product features - they’re strategic signals. They show what’s possible when technology is aligned with people, processes, and priorities.

Why Technology Alone Isn’t Enough

Too often, organisations invest in CX platforms but fall short of transformation. Common pitfalls include:

• Underutilised features due to lack of training or change management
• Siloed systems that prevent data flow and insight generation
• Poor integration with existing tools and workflows
• A focus on implementation over long-term optimisation

The result? Technology that’s technically live - but strategically dormant.

The Missing Link: Execution Across the Stack

This is where expert partners come in. As a trusted advisor and technology specialist, your solutions integrator bridges the gap between platform and performance. They help organisations:

• Tailor implementation to their business model, customer journeys, and operational goals
• Drive adoption through structured change management and enablement
• Continuously optimise with data-driven insights, automation, and roadmap alignment

The TEI numbers are compelling; but they’re only achievable with the right execution strategy. The right partner ensures that your technology stack doesn’t just function - it performs.

Building a CX Strategy That Delivers

To move from tech to transformation, CX leaders should:

• Define the outcomes that matter most (e.g. reduced churn, faster resolution, higher CSAT)
• Map those outcomes to capabilities across the stack
• Align teams around shared goals and metrics
• Measure impact continuously - and iterate
• Use TEI benchmarks as a guide, not a guarantee
• Select the right partner to help integrate their technology into their existing ecosystem successfully

Transformation isn’t a one-time project. It’s a continuous journey of refinement and reinvention.

From Platform to Performance

The TEI of Zendesk report shows what’s possible, but not inevitable. Technology is the enabler. Strategy, execution, and optimisation are what turn potential into performance.

If your CX stack isn’t delivering the outcomes you expected, it may not be the platform - it may be the plan.

Ready to bridge the gap between tech and transformation?

Route 101 can help you realise the full value of your CX investment across your entire stack. Talk to our expert team today.