CX INDEX

The CX index is the first benchmarking programme we created and launched in the UK, Australia and US and it is based around our five customer experience principles.

The customer experience principles are based on insight from listening to over 500,000 customers across a range of brands and interactions.
This insight provides us with a clear and detailed understanding of customer experience across a range of sectors and interactions. This knowledge and focused expertise allowed us to develop a framework to help our clients understand their customer needs and harness this insight to evolve the service offer.

We have taken the insight and run extensive modelling to identify the key elements that make up outstanding experience.

Twice yearly study looking at over 80 brands, speaking to 4,500 people

Identifies what drives great CX and where brands need to focus efforts

The CX Principles

Our CX index is based around a proven framework of five CX principles that explain what underpins great experience.

  • Personalisation

    Building the service and experience around customer preferences.

  • Ease

    Delivering a frictionless service across the four dimensions of effort: cognitive, physical, time and emotion.

  • Integrity

    Building and demonstrating trust, being reliable, managing expectations and acting in the best interests of the customer.

  • Empathy

    Applying emotional intelligence, seeing and feeling the experience through the eyes of the customer and understanding their hopes, priorities and concerns.

  • Resolution

    Handling questions and issues with ownership, authority, and in a reasonable timeframe. The way an issue is resolved has the power to reverse a poor experience into one that exceeds expectations.

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If you’d like to subscribe to our Indexes or just want to find out more, get in touch!