Try convincing bean counters the value of good will...
It is very real but cannot be seen on a spreadsheet. Therefore, it has no value to an office bureaucrat seeking promotion. Cutting the expense though... that can be accounted for and noticed by superiors. Good job, pat on the back.
Which is better for CX? We all know the true answer, even the bean counters know.
Oh, the world we live in. Sigh...