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The Customer experience index: creating customer-centric CSPs

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.


About this report
Executive summary
CSPs are pushing vendors for solutions so that they can differentiate themselves from their competitors by improving customer experience
This report  looks at what CEI is, how it is implemented and which CSPs are using it to improve their customer experience
Recommendations
CEI definition and construction
A CEI is a synthetic calculation of customer experience based on static data and data gathered on subscribers' interactions
Creating an effective CEI requires objective data points to feed into the underlying data model from internal and some external systems
Vendor solutions must extract KPIs/KQIs from across the customer lifecycle to build their CEI
CSPs can use CEI data for different aspects of decision making
strong>Vendor solutions and approaches
Creating a CEI is not an out-of-th

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