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Technology to enhance Customer eXperience

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CX Index

CX Index™ is a Voice of the Customer Technology Platform

  • Increased Customer
    Loyalty
  • Increased Customer
    Advocacy
  • Reduced Customer
    Effort

The Analyst View

CX Index is a leader in VoC Technology

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

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

Case Studies

ATB Financial
ATB Financial

Learn how CX Index integrated with Genesys to increase customer satisfaction, significantly reduce customer effort, and improve the first call resolution rate for ATB Financial, a leading Canadian retail bank.

SuperValu
SuperValu

Learn how Supervalu has improved Customer Experience in over two hundred stores while delivering winning outcomes to the bottom line as proven through calculated ROI since implementing CX Index.

Luona
Luona

Learn how Visma’s Provad and CX Index combined to deliver powerful outcomes for Finland’s Luona which provides social health and counselling services for 2.2 million people.

Resources

Strategies for Calculating the ROI of Your VoC Programme and How to Account for the Value in It
Click here to download our latest White Paper

Testimonials

To measure experience we must monitor each part of the customer journey, not least, the direct relationship our customer has with each of our 3 brands. Because of the specific nature of our business model, we must also track the experience our customer has with over 1,200 suppliers in 30,000 locations worldwide in a range of languages. We now provide reporting to our partner suppliers across all of these locations and they love the insight.

The clever architecture of CX Index™ enables us to look at data in global, regional, countrywide and location specific dashboards full of qualitative and quantitative analysis and insight. At the same time, the platform seamlessly integrates key operational and ROI data.

The innovative culture at CX Index™ is a good fit with ours, and we are continuously excited to see a consistent stream of new features and tools as we continue to build context and deliver action. This is a tool I would highly recommend.

Michael Cunningham, Chief Commercial Officer CarTrawler

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

It was very important for us as a growing business to understand our customer satisfaction in a way that wasn’t too onerous for our clients. CX Index™ helped us to design the questionnaire and supported in distribution, analysis and presentation of feedback in a way that helped our strategic planning and improvements in various parts of our organisation”. Thanks to the CX Index™ team…

Carol Massay, CEO Easybuild

Implementing CX Index as our voice of the customer solution has meant real-time insights for real-time actions. We've been able to analyse both our highest and lowest rated interactions and find trends, leading us to make valuable changes to improve the customer experience

Michael Rogers, Director of Insights, ATB financial

For SuperValu, CX Index has delivered, better Insights, more automated processes and streamlined distribution of data for all stakeholders that has delivered significant improvements in Customer Experience. We look forward to continuing on the journey as we strive to retain our position as industry leaders.

Siobhan Hennessey, Head of Customer Experience, Musgrave retail partners

CX Index has had a transformative effect on our ability to monitor and manage customer experience across the organisation, the impact has been very positive

Richard Spence, COO, Your Smile Direct

Since we have integrated CX Index with ICC, it has been a really powerful combination that benefits our customers, but critically it benefits their customers

Tomi Korpeus, Senior Business Designer, Provad

Insights

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.

Using Social Listening to Improve Your CX Strategy
Using Social Listening to Improve Your CX Strategy

NPS Benefits Quantified
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
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?
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
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
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
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
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?
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
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!

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