A Blueprint for Success
The ability to deliver a positive experience for customers is essential to driving engagement, and improving service performance metrics such as CSAT, NPS, CES and FCR. Especially with customer loyalty up for grabs in today’s digital world, it’s even more critical to accurately capture a baseline for understanding how holistic operations impacts the customer – and the bottom line.
With a Customer Experience Impact Assessment (CXIA), you get an instant read on how customer-centric your company is, and how well your customer decisions align to your financial objectives. With our CXIA, you’ll be equipped to:
- Identify a strategic overview of how well prepared your company is to deliver customer and financial outcomes that align with your business objectives.
- Reveal current positioning, and how to align your leadership team on the drivers that deliver customer experience and financial success.
- Outline gaps in expertise and resources required.
- Determine how to sequence what needs prioritization and investment to drive business and program success.
Prescriptive. Purposeful. Powerful.
Using an online survey and in-person interview approach, NICE Satmetrix CXIA delivers expert guidance through an in-depth analysis of your organization’s ability to optimize customer experience and financial outcomes. We use an approach which investigates the level of CX alignment on common board/executive decision-making topics.
CX Performance
Understand where you are today, and where you need to be.
Executive Alignment
Reveal current alignment, and ensure organizational positioning to performance goals.
Roadmap Foundation
Establish a basis for holistic VOC program strategy and execution.
Resourcing Needs
Outline gaps in expertise and resources to make the business case for investments.