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For Customer Experience Professionals

How Companies Improve Their Customer Experience Index Scores

June 28, 2010

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  • By Paul Hagen
  • with Harley Manning,
  • Megan Burns,
  • Andrew McInnes,
  • Shelby Catino

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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  • 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
  • Related Research Documents