CX Self-Assessment Results
Apex Scoring System is an AI-driven solution that uncovers the factors impacting CX and EX and translates them into business strategies that boost your KPIs.
Your CX Self-Assessment results are in!
Please wait a moment while we load our recommendations…!
Personalized Report
Key Findings Summary
Please hold on a moment while we load our recommendations…
Recommendation
Measuring Value
Your results indicate that it is sometimes unclear what marketing tactics contribute to your organization’s bottom line – and you aren’t alone. In a recent study we conducted amongst brand and CX leaders across Canada and the United States, 75% of respondents felt the same.
Many factors make up this common struggle; some marketing campaigns don’t directly tie to revenue, and some sales cycles are too long to count, so the key is to review your efforts across every organization touch point regularly, using your customers as your guide.
The most important thing is to make sure you tie your marketing and CX objectives back to the goals of the business directly. The CFO speaks dollars and cents and so should your metrics. Clicks, site traffic, and likes are not the language of the business – the bottom line is. Tools that incorporate metrics sensitive enough to respond to your efforts and clearly correlated back to accepted business health KPI’s are available and are critical to CX and Marketing departments being accepted as the revenue-centers they are.
For more information on tools that can connect marketing efforts with revenue, visit the solutions page below.
Recommendation
Forward-Thinking
To be viewed as innovative or forward-thinking, a brand must proactively lead the market instead of simply reacting to it. This means creating products, services and experiences that are both original and meaningful. Doing so causes a release of dopamine, making it feel like there’s a possible reward just around the corner. Our research shows that brand innovation can directly impact the customers’ perceptions of how much a product or service is worth.
Companies that invest in innovation experience increased market share, revenue, and customer satisfaction. Conversely, companies that fail to stay informed about consumer trends and adopt innovative practices risk being left behind.
For more on this, check out our US Banking Industry Loyalty Report, which highlights brand innovation, both products or services and customer-led experiences, as one of the top 3 areas of opportunity.
Recommendation
Employee Experience (EX)
** Dynamically Inserted **
For more on the importance on leading your customer experience with exceptional employee experience, visit the solutions page below.
Recommendation
Customer Centricity
** Dynamically Inserted **
For more on this, check out our article outlining the importance of customer centricity and providing guidance on unlocking business growth through CX.
Recommendation
Operations
** Dynamically Inserted **
For more on this, listen to our episode on responsiveness’s impact on CX from The Chemistry of Engagement Podcast.
Recommendation
Joyful
The importance of how joyful a brand is perceived by its audience is relatively misunderstood. As a result, many organizations are surprised to learn that it is one of the most critical factors contributing to CX across B2C and B2B industries.
An organization that leaves its customers with a sense of joy following any brand interaction is proven to have better customer retention and repeat purchase behavior, and an overall more positive attitude toward the products or services offered. Conversely, brands that frequently provide an experience lacking joy also tend to lack advocacy and are significantly less likely to benefit from a customer referral.
For more on this, listen to our episode focused on the importance of being perceived as a joyful brand from The Chemistry of Engagement Podcast.
Recommendation
Research Effectiveness
** Dynamically Inserted **
For more on this, check out our article on the importance of science-based market research methodologies and tools available to establish the required framework or enrich the data you’re already collecting.
Recommendation
Prioritization
Your results indicate you may be struggling to identify key customer journey stages that will drive revenue and CX – and you’re not alone! Identifying these touchpoints can be challenging and is a common issue CX and brand professionals face.
As a reliable solution, Text Analytics can guide brand and CX professionals through understanding which touch-points or marketing channels are having the most impact on conversions. This user-level data framework allows for an analysis of individual events so leaders have clarity around what is working – or isn’t – in creating engaging moments throughout customers’ journeys. With this insight, teams can easily prioritize their goals towards making great experiences happen every step of the way.
For more on this, check out our page on Text Analytics, which discusses the solution and its impact on CX in detail.
