CX Index

CX Index
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Recent Posts

08 April 2019

Improving CX through the Contact Centre

This blog will advise you how to improve customers’ experiences with a strategic Voice of the Customer programme in place.

27 March 2019

Top Tips for Increasing Your Survey Response Rates

Below are our top tips to improve the quantity and quality of your survey responses.

06 February 2019

5 CX Quick Wins Any Business Can Achieve

While overhauling a CX programme or taking on large projects like introducing a new Voice of the Customer initiative can take significant effort, time and financial resources, you should not be discouraged from embarking upon smaller projects to improve and learn about the CX in your organisation. Recent research from Gartner suggests that quick wins can be effective in building the momentum, interest and support needed to inspire a larger commitment to CX.

22 January 2019

Raising the CX Bar in the Expectation Economy

Customer expectations have been on the rise for the past two decades, but businesses continually fail to adapt to the changing customer expectation landscape. Amazon, Starbucks, Uber and the like are able to provide services and experiences that are fast, smooth and reliable, and customers across industries are expecting the quality of customer service and experience to match these but they are often left receiving the bare minimum.  

This blog post will explore some elements of the Expectation Economy and how you can make changes to your CX programme to accommodate rising customer expectations.

03 December 2018

CX for Millennials and Gen Z: Tailoring Customer Experience to the Younger Generations

Millennials and Gen Z are an easy target of criticism from older generations, often being criticised for heavily depending on technology and an obsession with social media. But every generation is criticised by their parents’ cohort for behaving a little differently. Yes, Millennials and their Gen Z contemporaries are use smartphones more than any other generation, but for businesses, this provides an opportunity for customer engagement.

This blog post offers a number of key considerations to help you better understand Millennial and Gen Z habits so you can tailor your CX programme to suit a new generation of preferences and expectations.

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