The most accurate answer to “What is the ROI of my CX program”
Do you report NPS® as a key metric to top management and even the board of company, but still struggle to give exact numbers when asked about how increased customer satisfaction correlates to higher revenue? Well, you are not alone. A lot of Customer Experience executives can measure the effect of certain initiatives and improvements in terms of increased customer lifetime value or realised savings, but are struggling to measure the holistic business impact of their CX program from end to end.
To solve this challenge in 2020 we started working a one-stop solution for business, which helps CX executives link customer satisfaction metrics with financial, operational and other business KPIs. That’s how the Customer Experience Impact Hub came into existence.
And as our solution had already gained some traction among our partners and clients towards the end of the year, we decided to complement to undergo an official vetting process by an established industry body.
The CX Impact Hub is now officially certified by the Customer Institute
We’re delighted to announce that GemSeek’s CX Impact Hub platform has been reviewed by the Customer Institute and has just received the official stamp of trust. We presented our solution in front of an esteemed jury of CX experts. With a score of 90 points out of maximum possible 100, it was recognised for its adherence to the best industry standards of customer experience management, as well as its efficiency, efficacy and pristine methodology.
Learn more about the Customer Institute’s scoring criteria here.
A solution with the potential to transform CX planning and measurement completely
The CX impact hub does not only link financial and operational KPIs to customer satisfaction, but can also lend you a helping hand when planning your future strategy, as well. It allows you to:
Prove the impact of your CX program
Get a complete visibility of additionally generated revenue, saved customers and optimised costs. Measure the general ROI of your CX programs, not only the returns of specific initiatives only, and report with confidence to your CEO and CFO.
Engage senior management
Provide your senior stakeholders with real-time data on the progress of key initiatives and the generated business results and keep them engaged and focused on the important processes.
Provide visibility and transparency
The completion on improvement projects gives a broader overview of the entire CX program, making it the perfect project manager’s tool.
Plan future improvements and invest with confidence
The scenario simulator enables you to play with different factors at the planning phase and safely experiment with various combinations before making costly investments.
Available widgets
CX Impact
- NPS Scores
- Key Drivers of Satisfaction
- Improvement projects management & tracking
Customer Impact
- Impactful Stories
- Predictive NPS
- Engagement suggestions for specific customers
Organisational Impact
- Financial and Operational Linkage
- Scenario Simulator
About the Customer Institute
The Customer Institute is a renowned global and independent organisation, setting and maintaining the ultimate standard for customer experience and recognising excellence in customer centricity. The Institute focuses on promoting the best practices and proves the value for customer centricity for organisations in B2B, B2C, and the public sector.
Learn more about proving and amplifying the impact of your CX program
