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:
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Increased Customer
Loyalty -
Increased Customer
Advocacy -
Reduced Customer
EffortTrusted by
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
Case Studies
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 PaperTestimonials
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
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.
Strengthen CX by Introducing Sentiment Analysis to These 3 Channels
While qualitative information from metrics such as NPS, CES, and CSAT is beneficial for understanding how your business is performing, sentiment analysis allows you to go deeper to have a more robust view of the customer experience. You need sentiment analysis tools so that you can gain insights from every comment at a macro level. It makes it easy and straightforward to digest a large amount of data from multiple sources without much workforce or effort.
The Soft Skills Essential to CX Success
For Customer Experience and Service success, soft skills are essential to building and strengthening rapport and relationships with customers. Not only are they important for connecting to customers, but soft skills have a direct impact on KPIs such as NPS, CSAT, CES and CLV. They are the attributes that will keep your customers coming back and keep your employees happy and engaged.
Essential Priorities for Improving Survey Design
Whether you are designing a survey for the first time or want to give your existing surveys a refresh, we’ve narrowed down the essential priorities of survey design to focus on. Consider these priorities if you want to maximise the quantity and quality of the customer feedback you receive.
How To Craft Survey Invitations for Higher Response Rates
The survey invitation will ultimately convince or entice your customers to give feedback, so it is just as important as the survey design itself. Consider these tips when crafting or redesigning your survey invitation to maximise your potential for higher response rates.
CX for Gen Z: How to Appeal to the Youngest Generation of Customers
Gen Z is the fastest-growing group of customers, employees and voters. Their expectations are incredibly high in many respects and they desire to make positive changes in the world. Here, we discuss Gen Z customer expectations and behaviours and how to tailor your CX strategy to appeal to them.
3 Ways to Encourage More Positive Customer Reviews
With 85% of customers saying that they trust an online review as much as a review from a friend, the power of a positive online review should not be underestimated. In this post, we discuss methods to encourage your existing customers to advocate for your brand online.
How To Recognise the Value of Contact Centre Agents in COVID-19
For many businesses, contact centre agents have been essential workers throughout the pandemic, and deserve recognition for their hard work. Here, we discuss how to show them extra appreciation and lessen the burden of their ever difficult jobs.
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If you would like any further information on CX Index™ please contact us now!
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