The Customer experience index: creating customer-centric CSPs
Many vendors view customer experience management (CEM) as a professional services engagement aimed at updating processes and staff, driven by Net Promoter Scores. However, this approach will not provide the fine-grained, real-time approach needed to dynamically change processes or generate actions. NPS results needs to be modelled based on live systems data and the creation of a customer experience index (CEI). This report examines the creation of CEIs and vendors' efforts in this area.