CX and technology performance model

Start the CX and tech performance check

What will you get with the full tech and cx model?

Direct access to 12 experience based questions to grade your CX
Your results are visualised in a custom radar graph after completing the questionnaire
Instant recommendations on improving your CX  
Access to a full whitepaper on the model 
Easy translation of the scoring outcome to net promotor score categories 
Direct contact with our experts on the results you shared to give a custom first advice

Numbers about the importance of CX

There is no lack of technological potential or a shortage on business ambitions. The technological capabilities are there, but how do you create focus and make them count in CX? Turn the potential of CRM technology like Salesforce together with data and AI into real business value with the improvement of customer experience. We'll explain the importance of the four factors which make up a great customer experience in the descriptions below.

Reduce effort

Reducing customer effort by making interactions easier can increase customer satisfaction by:

+96%

Get personal

73% of customers expect companies to understand their unique needs and expectations, yet 56% say most companies treat them like numbers.

73%

Fast

Consumers are willing to pay up to 16% more for a good customer experience when a offering is comparable.

+16%

Improve data quality

70% of organisations experiences scattered customer data, this has a negative effect on customer experience in:

58%

Four stages towards CX improvement

Download the Whitepaper

Easy

When customers find an experience easy and hassle-free, they are more likely to return for future purchases. A study by Harvard Business Review revealed that customers who had the best experiences spent 140% more compared to those who had the poorest experiences. Simplifying the customer journey can positively impact their willingness to make repeat purchases, boosting revenue and customer lifetime value.

Fast

Research consistently shows that customers value fast and efficient service. When customers receive quick responses and resolutions to their inquiries or issues, they are more likely to be satisfied with their overall experience. This leads to higher customer retention rates, positive word-of-mouth recommendations, and ultimately, increased customer loyalty.

Connected

Consumers expect brands to demonstrate they know them on a personal level. To get mass personalisation right, data is key in delivering it. The integration of sales, marketing and service data is essential to create a reliable ‘personalised’ customer view. Almost 80% of consumers are more likely to purchase again from a company that uses personalisation and the same amount is more likely to refer friends and family to your company.

Personalised

A great customer experience is more than a collection of individual touchpoints, customers expect all interactions with an organisation to easily come together. 8 out of 10 consumers state they're more loyal to companies that provide consistency across departments. We see there is a lot of room for improvement, because when extra customer service is needed, 2 out of 3 customers have to repeat or re-explain information to different representatives.