How Companies Improve Their Customer Experience Index Scores
June 28, 2010
Why Read This Report
Decision-makers at firms with low Customer Experience Index (CxPi) scores are more likely to say that they have insufficient budgets and lack executive support as well as less likely to say that they are focusing on improving cross-channel interactions. Customer experience leaders can improve their company scores by identifying opportunities for improving cross-channel customer experience by reviewing customer journey maps, creating and managing an enterprise-level portfolio of customer experience projects, and following best practices for winning executive support.
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Tools And Templates
Models and Calculators
- Low Scorers Complain About Budget; All Struggle With Strategy And Cooperation
- Top-Scoring Companies Report Better Executive Support
- Top-Scoring Firms Emphasize Interactions Across Channels
Table of Contents
- What Makes The Difference When It Comes To CxPi Scores?
- Low-Scoring Firms Need An Enterprisewide Focus
- Top Firms: Keep Moving The Needle
- Supplemental Material
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