Technology to enhance Customer eXperience

CX Insight

CX Interpretation

CX Integration

CX Innovation

CX Intelligence

CX Influencers

CX Index

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

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.

White Paper

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

It was very important for us as a growing business to understand our customer satisfaction in a way that wasn’t too onerous for our clients. CX Index™ helped us to design the questionnaire and supported in distribution, analysis and presentation of feedback in a way that helped our strategic planning and improvements in various parts of our organisation”. Thanks to the CX Index™ team…

Carol Massay, CEO Easybuild

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.

CX-based Compensation Systems - Do They Work?
CX-based Compensation Systems - Do They Work?

Many companies have adopted CX-based compensation systems as a means to encourage employees to improve CX based on metrics obtained through customer feedback. While these compensation schemes are popular, they often backfire, creating more harm than good.

Don't Exhaust Your Customers - How To Avoid the Perils of Survey Fatigue
Don't Exhaust Your Customers - How To Avoid the Perils of Survey Fatigue

To perform a robust and comprehensive survey of your customer base you need a high quantity of high-quality responses. If you are keen on improving your company's customer experience (CX) you are likely excited about getting as much customer feedback from your customers as possible. While your enthusiasm for your feedback surveys is great, your customers likely do not enjoy filling them out as much as you may enjoy sending them.

Why You Should Introduce NLP to Your CX Strategy
Why You Should Introduce NLP to Your CX Strategy

Why You Should Introduce NLP to Your CX Strategy - As human interaction is the cornerstone of any business, introducing NLP to your CX strategy should be a no-brainer to improve CX and gain added insight

Five Steps to Improve Employee Experience
Five Steps to Improve Employee Experience

Five Steps to Improve Employee Experience - Consider these tips to offer your employees a supportive and productive work environment and demonstrate your commitment to their success and wellbeing.

VOC Integration 101
VOC Integration 101

A successful Voice of the Customer programme requires integration with other systems for a holistic view of customer experience

Top 10 Contact Centre KPIs
Top 10 Contact Centre KPIs

Top 10 Contact Centre KPIs - Every channel in the contact centre should be measured and managed to ensure customer needs are being met effectively and efficiently to improve CX.

Product

CX Index™ is a pioneer in developing solutions* that enable businesses to get the most from feedback; the metric for Customer Experience (also known as CX).

Read more


*Aberdeen research examined performance of 300 companies and found those using best practice in gathering feedback saw a 26% increase in retention, a 26% increase in satisfaction and a 19% increase in Customer led innovation within one year.

Our Customers

market
  • Award winning
    solution

    Proud winner of the 2015 Ovum on the
    Radar Award for innovation in Customer
    Experience.

    Download report

  • Award winning
    solution.

    CX Index™ recognized by CIOReview magazine
    as one of the 20 Most promising Customer Experience
    Management Solution Providers 2015

    Download report

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

    cartrawler-logo

  • “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

    ovum_logo

  • “It was very important for us as a growing business to understand our customer satisfaction in a way that wasn’t too onerous for our clients. CX Index™ helped us to design the questionnaire and supported in distribution, analysis and presentation of feedback in a way that helped our strategic planning and improvements in various parts of our organisation”.  Thanks to the CX Index™ team…”

    Carol Massay,
    CEO Easybuild

    easy_builid_logo

  • “CX Index™ is a perfect fit for us.

    Not only does it help us garner the best feedback online and push us to be the best we can be, it also enables us to succeed in identifying those guests who need attention where otherwise it can slip off the radar.

    CX Index™ helps us action guests who need special care and makes it easy to open dialogue with guests whilst helping us drive our product, our service and experience for the next guest.”

    Peter Collins, Academy Plaza Hotel

    academy_plaza_logo

  • “CX Index™ is a key tool to help us manage and improve the experience we provide our guests. It’s a very useful tool for managers at each location, strategically it has given us a clear overview of experience across our hotels, there’s no doubt it’s having a very positive impact on our business.”

    Carlton Hotels

    carlton_hotel_logo

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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