CX and technology model
We designed a new CX and technology model with 4 factors for a winning offering and growth, based on the experience of over 400 projects Gen25 delivered. Map your CX performance and see how you can improve using technology.
Introducing a new model to improve CX
The new CX and technology model with 4 factors for a winning offering and growth, based on the experience of over 400 projects Gen25 delivered
Start the CX and tech performance check
- 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
Company success is directly linked to the quality of the customer experience. 9 out of 10 customer with a positive customer experience come back for more, whilst 2 out of 3 customers unhappy with their CX will choose to take their business elsewhere. More numbers on the importance of a quality customer experience? Check the numbers 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%
Experience pays off
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 experiencesscattered customer data, this has a negative effect on customerexperience in:
58%
Four stages towards CX improvement
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.
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 organization 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 there, because especially when extra customer service is needed, 2 out of 3 customers have to repeat or re-explain information to different representatives which is annoying and inefficient.
