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Digital Experience
How easily customers find information and complete tasks across digital channels.
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CXM SCORE™
CXM Score is a customer-experience measurement framework designed to evaluate the interactions that shape perception, conversion, satisfaction and loyalty.
FROM SIGNALS TO UNDERSTANDING
Customer feedback, digital performance and service observations often live apart. CXM brings these signals into context so teams can understand the relationship as a whole.
The free self-assessment gives you a transparent view of reported practice maturity across seven dimensions. A reviewed company assessment requires a separate evidence review.
+3.2 vs. previous period
SEVEN DIMENSIONS
01
How easily customers find information and complete tasks across digital channels.
02
The quality, consistency and usefulness of human and assisted support.
03
Friction between discovery, enquiry, purchase and onboarding.
04
The expectations shaped by public feedback and how an organization responds.
05
How customer feedback is collected, understood and acted upon.
06
The experiences that support continued relationships and repeat business.
07
Clarity, inclusive access and confidence throughout the relationship.
Comparable results need consistent methods and defensible data. Industry comparisons will be introduced only when suitable evidence is available.
Connect weak moments to the journey around them. A difficult handoff can explain more than an isolated average.
Use findings to identify the interactions worth investigating and the operational changes most relevant to your customers.
Tell CXM about your organization, channels and customer-experience challenges. We’ll review the request and discuss a suitable assessment scope with you.
A self-assessment is a starting point for investigation. It is not a verified company score and cannot establish an industry benchmark or ranking.
READ THE MEASUREMENT APPROACHA CLEARER PICTURE STARTS HERE
Identify the moments helping—or hurting—your customer relationships.