Collect Data. Measure Results. Improve the Experience.
Connecting Service to Results
CXE connects service measurement data with performance management to create organizational, team and individual accountabilities. Working closely with clients to align service measurement standards with an organization’s service culture standards and behaviors, CXE builds an employee-centric measurement framework rooted in consistency while clearly outlining employee accountabilities. When implemented alongside our suite of training and rewards and recognition programs, performance measurement creates a full circle approach to service culture transformation that helps to identify needs and harness untapped opportunities towards CX excellence.
Meet eView®, Performance Measurement Made Easy.
CXE’s measurement platform and database support CX with expert results, timely scheduling and robust reporting. Through our customizable reporting suite eView®, CXE efficiently supplies data that is secure, accurate, reliable and actionable. The result is a streamlined and user-friendly measurement process which informs strategy and enables continuous improvement.
Regular measurement and on-demand reporting keep a program focused. Simple and easy to use, eView® presents viewing and reporting methods that best fit the unique needs of each organization. Customizable dashboards provide an at-a-glance view of projects, trends and overall insight into performance. Plus, a multi-report function allows for a deep analysis to uncover opportunities for improvement and target CX training needs. And, because our clients are busy caring for their customers, eView® is mobile-friendly and reports can be read on any mobile device “on the fly” for real-time analysis.
• Mobile Dashboards
• Mystery Shops
• Journey Shops
• Action Plans
Evaluation and data alone with not transform your service culture.
CXE’s eC2® service culture model proves that employee engagement and performance have a direct impact on the customer experience. Service evaluations in the context of in-person performance coaching are the perfect opportunity to develop leaders and improve employee performance with strategic actions. Service evaluation and performance data does not merely flag deficiencies, rather it serves as a motivator that highlights how the right behaviors can reap rewards.
Measurement Products & Services:
• Forms & Metrics Development
• Mystery Shopping
• Mystery Shop Coaching & Action Plans
• Social Media Monitoring
• Pricing Audits
• Executive Summaries
• Employee Surveys
How can we measure/evaluate our organization’s CX?
The key to measuring an organization’s CX is establishing unique KPIs for each touchpoint of the customer journey and identifying the right evaluation metrics. CXE’s evaluation and measurement strategies incorporate or align with CSAT (customer satisfaction surveys), NPS (Net Promotor Score), market research and other widely used CX measurement tools in order to deliver data that is accurate and actionable.
“Real-time data means real-time responses. When you receive customer feedback, you need to be able to quickly analyze and understand what that feedback means, and how to use it to positively impact your CX.” – Eileen Wirz, Director, CX Measurement and Client Experience