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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

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.

NPS 101: Detractors
NPS 101: Detractors

n this post, we explore NPS Detractors. This is Part 2 of 3 NPS 101 lessons we will be continuing to publish over the next few weeks. Stay tuned for a follow-up lesson on Passives and check out our post on Promoters.

What WFH Means for the Future of Contact Centres
What WFH Means for the Future of Contact Centres

One of the things that has become apparent from COVID-19 is that the questions surrounding whether or not contact centre employees can work from home have been answered. In this post, we will discuss a few key learnings from the new WFH trend and what it means for the future in terms of contact centre agents.

NPS 101: Promoters
NPS 101: Promoters

In this post, we explore NPS Promoters. This is Part 1 of 3 NPS 101 lessons we will be publishing over the next few weeks. Stay tuned for follow up lessons on Passives and Detractors.

5 Important Tips for B2B CX Success
5 Important Tips for B2B CX Success

In a B2B scenario, delivering great CX can become complicated as different players, bureaucracy, policies, and the added relationship of your customer's customers come into play. In this post, we have outlined five important strategies you can undertake to achieve CX success for B2B businesses.

Lessons from the Hotel Industry for CX Practitioners
Lessons from the Hotel Industry for CX Practitioners

A reputation for unparalleled customer service often comes with ridiculously high customer expectations. In this post, we will discuss some of the essential strategies that are employed in the hotel industry to deliver winning Customer Experiences.

#WFH Survey Results
#WFH Survey Results

Our survey on Working from Home during the COVID-19 pandemic has produced some very interesting results from respondents from a wide range of industries, roles, business types and sizes, and countries.

How to Improve Customer Lifetime Value (CLV)
How to Improve Customer Lifetime Value (CLV)

Customer Lifetime Value (CLV) is an important metric which shows how much profit your company can make from an individual customer over time. CLV is widely under-utilised.

How to Obtain Executive Buy-In for Added CX Initiatives
How to Obtain Executive Buy-In for Added CX Initiatives

Whether you haven’t done much to change your customer experience (CX) programme in a while and you’re ready to take it to another level or you are just at the outset of building one, you’re going to need buy-in from executive management before you take the steps to improve your CX programme. This will require you to convey the value and advantage of evolving your CX programme overtime. This can prove difficult when making your case to busy executives with other priorities on their minds. Below, we outline tips that can enable you to be better equipped to get executive buy-in and bring them into a mindset of being customer-centric too.

Everyone Wins When Your Employees Are Happy
Everyone Wins When Your Employees Are Happy

In this post, we discuss three elements that you should consider to ensure the happiness of your employees and ultimately improve CX.

Cleaning Up Common CX Mistakes
Cleaning Up Common CX Mistakes

Many businesses make the same mistakes when implementing their CX programmes. Some mistakes are easy to fix, but others require structural or organisational changes so that they don’t continue to impact your customers’ experiences or perceptions of your organisation. Here, we discuss some of the most common CX mistakes and tips for how to clean them up.

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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