CX Index™ | Customer Experience Platform | Voice of the Customer Software

Technology to enhance Customer eXperience

CX Insight

CX Interpretation

CX Integration

CX Innovation

CX Intelligence

CX Influencers

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:

Increased Customer
Loyalty
Increased Customer
Advocacy
Reduced Customer
Effort

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Case Study

Case Study

Case Study

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"

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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

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Case Studies

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.

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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.

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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.

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Resources

Strategies for Calculating the ROI of Your VoC Programme and How to Account for the Value in It

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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

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.

Strategies to Relieve Pressure and Improve CX in 2021

2021 will be a critical year to improve customer experience. Here we outline five strategies to look to as we ease into the new year.

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.

3 Ways to Introduce Gamification to Your CX Strategy

Games aren’t just for kids, so applying gamification principles to your CX strategy can be a really enjoyable way to increase engagement and satisfaction for customers and employees alike.

First Call Resolution: 5 Best Practices

First Call Resolution (FCR), also known as First Contact Resolution, is a fundamental measurement of contact centre success.

Using Sentiment Analysis to Improve CX

Your customers are always talking to you, but how well are you listening to how they are feeling? This is where sentiment analysis can come in to make a massive difference in how you interpret and understand customer feedback.

Design for a Winning VoC Programme

In this blog, we discuss important opportunities where design can impact the way you engage your customers for feedback, for better or worse.

The Key to Great CX? Balancing Delight and Ease

Who says delight and ease must be mutually exclusive? The key to great CX success is to create a balancing act between the two, offering effortless experiences to your customers whilst managing to delight them.

How to Use Personalisation to Effectively Improve CX

When it comes to personalisation, look for opportunities to bring value to the customer, not just introducing personalisation for personalisation’s sake.

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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