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14 May 2015

CX Index™ wins award for innovation in Customer Experience


A collaboration of 2 Irish companies, CarTrawler and CX Index™ has won in the customer experience category in Ovum’s 3rd annual “On the Radar” awards for using customer feedback to drive business decisions.

Significantly, the collaboration means that through the CX Index™ platform Cartrawler is able to distribute meaningful data across the global car rental industry and this is central to what led to CX index and Cartrawler winning the award. In a recent piece of research, Jeremy Cox the principal analyst in CRM wrote:

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.”

At the recent industry congress held in London, Ovum shortlisted Car Trawler for their use of CX Index’s innovative platform using customer feedback to drive business decisions. CarTrawler now leverage the data captured via CX Index™ to ensure that their customers’ experience is being maintained and can pull levers with suppliers to ensure standards are met.

CX Index™ founder and CEO David Heneghan said, that

“A key strategy of CX Index™ is to focus on the breadth of data and partner with businesses that already have access to wide data sets. This approach means that through one channel, we can facilitate distribution of live comparative insights that have a real impact on business decisions across a whole industry.”

“By focusing on this approach, we can change how businesses look at customer data. A convenient by-product of this approach is that we can deliver deeper context on an industry-wide basis at lower cost”.

“CarTrawler have been great supporters of our business and this is our first major project in the context of industry-wide benchmarking. To be shortlisted by Ovum is a great endorsement of our strategy.

CarTrawler is a perfect match for our platform, and we see this is the beginning of a long journey that will be of very significant benefit to CarTrawler, the ground transportation industry and ultimately the customers who are renting the cars.”

Other businesses nominated in the Customer Experience category at the  Ovum Industry Congress which was held in London on May 12th, were Canadian wireless and internet provider TELUS and mobile network provider Digicel.


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