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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.

The Key to Great CX? Balancing Delight and Ease
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
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.

CX Checklist: 15 Tasks to Improve CX
CX Checklist: 15 Tasks to Improve CX

Consider checking these 15 tasks off your list when you embark on your journey to improving CX within your business and to become a CX leader.

5 Ways to Thank Your Customers
5 Ways to Thank Your Customers

A thank you is a small gesture that goes a long way and it can really improve a customer’s perception of your business. One of the main reasons customers churn is that they feel under-appreciated. Here, we offer five ways you can say thank you to your customers and show them a little appreciation.

How to Get Closing the Loop Right
How to Get Closing the Loop Right

If you are collecting customer feedback, you should be closing the loop with customers to maximise the potential of your voice of the customer programme.

Using Emotional Intelligence to Improve Contact Centre CX
Using Emotional Intelligence to Improve Contact Centre CX

Contact centre agents are trained on the hard skills, but employers should also help them to develop their emotional intelligence so they can deliver winning customer experiences.

How Predictive Analytics Can Improve Customer Experience
How Predictive Analytics Can Improve Customer Experience

Introducing predictive analytics to your CX and operational initiatives can enable you to better serve and understand your customers while improving productivity and efficiency.

Learn How CX Was the Key Theme in Jeff Bezos’s Recent Statement to Congress
Learn How CX Was the Key Theme in Jeff Bezos’s Recent Statement to Congress

In his statement, Bezos concretely spelled out how empathy, emotional intelligence, customer trust and risk-taking have enabled Amazon to thrive and become the world’s most customer-centric company and largest retailer.

Top 6 Priorities to be Successful in eCommerce CX
Top 6 Priorities to be Successful in eCommerce CX

In this post, we explore several factors that have become important to creating a successful eCommerce experience and are positioned to become increasingly essential in the years to come.

7 Surprising CX Facts
7 Surprising CX Facts

Here we outline seven interesting CX facts that you may find surprising!

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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