How do you measure the customer experience? While you can measure the elements of it – hold times, first-call resolution and customer feedback – it’s not easy to get the clearest overall picture of the customer’s journey with your company.
For this reason, many businesses pursue more sophisticated measurement tools like Net Promoter Score (NPS), which is based on survey questions that ask customers to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague. While NPS is a good step toward gauging overall customer sentiment, it often fails to give companies a clear understanding of the reasons behind the score.
To update the metric, contact center and customer experience solutions provider Genesys recently introduced what it’s calling its Experience Index methodology: a.k.a. its people-centric approach based on listening to and understanding what really motivates stakeholders to help organizations improve any experience and business performance. In the announcement, Genesys noted that it pioneered the index to give organizations actionable insights into what damages engagement and loyalty, providing a competitive advantage born from empathy.
The Genesys Experience Index methodology aims to help organizations optimize their businesses by giving them insights about how their employees rate their entire journey from onboarding, training and beyond, how they compare with their industry peers so they can better attract and retain talent, how the agent experience is affecting the customer experience — positively or negatively — and what tailored strategies they should implement to improve the contact center agent experience.
Using the index, organizations can analyze the quality of customer and employee experiences in a user-friendly dashboard, tying together employee sentiment results, plus industry benchmarking based on data captured from thousands of contact center agents across six major industries along with Genesys Cloud CX platform data or other sources. Additionally, organizations can receive consultative analysis from Genesys advisors to help them identify patterns and create an action plan.
"For decades, companies have had useful ways to measure individual interactions, but tools to understand total experience — over a series of connected activities and objectives — have been non-existent or imprecise," said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. "After years of research, testing and fine-tuning, Genesys is delivering the Experience Index, pioneering an approach that allows organizations to tap into the exact insights they need to improve any experience from beginning to end. With this new offer, Genesys is helping companies create strategies to solve a perennial contact center industry problem; that is, employee turnover. Experience Index gives organizations a tailored, industry-specific solution to gain new levels of visibility so they can improve agent satisfaction and engagement, leading to improved customer experience."
Edited by
Alex Passett
