CX Index™ is a Voice of the Customer Technology Platform
Capture feedback and integrate it with other valuable data sets to enhance Customer Experience and achieve winning business outcomes including:
The Analyst View
CX Index is a leader in VoC Technology
In the Gartner Voice of the Customer Vendor Guide November 2019, CX Index is listed in the cohort of 30 Vendors.
"Leading the way, based on their vision and technology"
Proud winner of the Ovum On the Radar award for innovation in Customer Experience
CX Index™ is a young, innovative company that has the potential to disrupt the traditional benchmarking industry by delivering real-time, closed-loop, comparative performance metrics that can be integrated with a firm’s operational systems.
Jeremy Cox, Principal Analyst, Customer Engagement, Ovum
Strategies for Calculating the ROI of Your VoC Programme and How to Account for the Value in ItClick here to download our latest White Paper
Check out our most recent CX Index Insights about Contact Centres, Integrations and Customer Experience. Here you can learn about the key to CX success for any organisation.
NPS Benefits Quantified
NPS is much more than a measurement of promoters, passives and detractors. If used correctly and to its full potential, the metric has numerous benefits that can help your business to improve in challenging areas. A well-executed NPS programme will lead to reduced business costs, customers spending more, more new customers through referrals, and fewer customers lost to competitors, amongst other benefits. Below, we explore a number of benefits that prove how NPS improves business outcomes and demonstrate aspects that contribute to the ROI of an NPS programme.
Signs Your Contact Centre Needs to Get Better at CX
Contact centres can be notorious for offering poor customer experiences. Almost everyone has a story relating to an interaction with a contact centre leaving them frustrated, angry or even more confused about an issue than before they called. While not every negative contact centre interaction can be avoided, it is important to identify the problems in your contact centre to make sure you aren’t perpetuating the stereotype that contact centres are awful and you are doing the best job you can to produce positive customer experiences.
Do You Understand Your Customers?
No two customers will have the same perception of what an ideal customer experience should be like. It is up to you to understand who your customer base is so that you can provide the best service in a holistic way, despite the many differences across who your customers may be.
How to Gain More NPS Promoters
There are a few steps you can take to make sure that your customers aren’t apathetic spenders who return but don't actively advocate for your brand. This includes focussing on your most loyal customers and integrating them as a part of your brand identity as well as giving them reasons to stay loyal.
How to Share Customer Feedback with Your Employees
A safe way to engage your employees and to promote transparency amongst your teams is to share customer feedback with them. This is of particular importance for the oft under-appreciated frontline employees who interact with your customers on a day-to-day basis. Making your employees aware of what customers are saying about them and their team members, whether positive or negative, can really motivate your employees’ performance as there is much to be learned. Realistically, there are right and wrong ways of doing this. Taking the wrong approach could be counterproductive, leaving your staff confused, disappointed or distracted. The suggestions below should help constructively share feedback, adding value to your employee engagement strategy.
The CX Books We’re Reading Now
We have developed a list of some of the most interesting customer experience focused books out there. Broken into three categories (Brands, Loyalty and Delight), these are the books you should read if you are looking for inspiration to recharge your organisation’s existing CX programme or infuse a new mindset of customer-centricity into your operations.
Improving the Hold Time Experience in Your Contact Centre
While hold times are inevitable in some instances, if there is a consistent trend towards long hold times in your contact centre, you must take steps to alleviate the problem. This is an enormous point of frustration for customers and is entirely avoidable. Customers don’t understand what is going on behind the scenes of a contact centre, so their patience for wait times is very limited. Being kept on hold for a long period of time can turn a neutral or positive customer very quickly into an angry one, so shorter hold times should be a major priority for improving your contact centre.
CX-based Compensation Systems – Do They Work?
Many companies have adopted CX-based compensation systems as a means to encourage employees to improve CX based on metrics obtained through customer feedback. While these compensation schemes are popular, they often backfire, creating more harm than good. There are alternative methods to reward your employees for progress that should be considered before adopting a CX-based compensation system.
Don’t Exhaust Your Customers – How To Avoid the Perils of Survey Fatigue
To perform a robust and comprehensive survey of your customer base you need a high quantity of high-quality responses. If you are keen on improving your company's customer experience (CX) you are likely excited about getting as much customer feedback from your customers as possible. While your enthusiasm for your feedback surveys is great, your customers likely do not enjoy filling them out as much as you may enjoy sending them.
We’d love to talk with you…
If you would like any further information on CX Index™ please contact us now!