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
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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.
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.
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
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.
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.
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.
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If you would like any further information on CX Index™ please contact us now!
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