Customer Experience Tracking (CX)

Identifies improvement opportunities with highest potential impact for customers, resulting in loyalty, retention and increased lifetime value.

Prioritises and validates investments that will drive increased customer engagement with products and services.

Tracks progress of experience improvement initiatives, providing quantifiable evidence that investments are producing results.

Unifies the enterprise by aligning efforts to keep customers top-of-mind for employees and leaders.

Delivers consistent, outcome-driven metrics that promote cultural change around the centrality of customer experience.

Provides a holistic view of experience, focusing on leading indicators that can drive meaningful change and ROI.

Contact customers shortly after they interact with your service or a key touchpoint to understand how well you're doing and where you're falling short; intervene with at-risk customers and fuel continuous improvement at a systems scale.

Take a deep dive into all customer touchpoints to identify those interactions most relevant to cementing a satisfied customer, so you can focus your improvement efforts and see how well they're working.

Periodically do a thorough assessment of your customers' relationship with your entire service to identify where to invest your improvement efforts and dollars.