How we benchmark CX
excellence
We believe that delivering exceptional Customer Experience (CX) requires a combination of four key pillars.
Digital Experience
Personalization, tech platform maturity, self-service capabilities, and security.
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Service experience
Omnichannel options, support accessibility, contact center innovation, and resolution satisfaction.
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Brand experience
CX integration in brand promise, seamless digital-support strategies, and social media engagement.
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Employee experience
Training programs, empowerment tools, and innovation culture.
Evaluation and rating
Companies are evaluated on the 4 CX Pillars, as well as, the CX initiatives, investments, and improvements made over the last 12 months.
Both qualitative and quantitative metrics are used to determine the CX rating for each CX pillar, and the overall CX rating.
Emerging
The company is just starting to recognise the importance of customer experience.
Approaching
The company has some established practices for enhancing customer experience, but these are not consistently applied across all departments.
Proficient
The company has a clear strategy for customer experience, and it is implemented across many areas of the organisation.
Advanced
The company has a well-defined, holistic customer experience strategy that is embedded across the organisation.
Exceptional
The company is a leader in customer experience, driving innovation in CX, setting industry standards and consistently exceeding customer expectations.
Industries We Cover
Banking
Digital/Ecommerce
Energy/Utilites
Healthcare
Insurance
Logistics
Public sector
Telco
Transport
Travel & Hospitality
Discover CX Ratings by Country
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Frequently asked questions
