The CX Measurement Collator provides executives of medium to large organisations with a single, comprehensive CX score, eliminating the limitations of traditional single-score metrics like NPS, CSat, and CES. This innovative tool aggregates a wide range of metrics—including operational, transactional, third-party performance, HR and systems, and customer feedback—without the cost or complexity of a full-suite customer management system. By using the CX Measurement Collator, organisations gain clearer insights for CX improvement while reducing customer survey fatigue.
CX measurement
collator
Provides executives of medium to large organisations with a single, comprehensive CX score
Benefits
Improved Decision-Making
Provides objective measurement-based insights that enable better strategic decisions and more effective CX initiatives.
Distribution of Responsibility
Promotes company-wide collaboration for CX, ensuring the responsibility does not fall on a single person or department.
Cost Savings
: Enables CX leaders to explicitly convey the company’s CX objectives along with detailed metrics supporting each, and track all divisional success in relevant metrics, at a fraction of the cost of other methods or systems.
User-Friendly Design
Intuitive interface requires no training, empowering leaders to monitor divisional CX performance and employees to capture CX metric results effortlessly.
Measurable Improvements
Demonstrates tangible improvements in CX deliverables across all business functions, boosting customer confidence and employee engagement.
Sustainable Growth Support
Builds customer trust and loyalty through robust CX measurement, contributing to long-term business growth and success.
Key features
Holistic CX Insights
Gathers, organises, and tracks numerous metric results culminating in a unified CX score for the entire company and individual divisions for effective corrective action. Facilitates effective corrective action.
Enhanced Clarity
Increases the visibility of issues and opportunities for customer experience improvement.
Balanced Score Focus
Prevents overemphasis on a single metric (e.g., NPS) by ensuring a balanced approach to all CX metrics, genuinely enhancing customer experiences.
Business Objective Alignment
Structures CX metrics according to CX objectives which are aligned to business objectives, thus ensuring metrics are aligned to business objectives.
Integration Capabilities
Where required, system development work can be done to seamlessly integrate with existing CRM, ERP, and other business systems to streamline collection of metric results.
Survey Independence
Reduces over-reliance on customer surveys, which can overburden customers and be biased by recent experiences, emotions, and cultural differences.
Primary Users
- CX Leaders: Define the company’s CX objectives and identify metrics indicating progress in each objective. The system and Brilliance provides guidance on these metrics. Monitor the results from several perspectives to make more informed decisions and continuously enhance your CX.
- Divisional Heads and Managers: Assign responsibility for capturing metric results within your division. Ascertain how well your division is playing its part in CX delivery, and promptly address short-comings caused by your division.
- Managers and Employees: Receive reminders to capture and report the metrics they are responsible for, ensuring accountability and timely data collection.
Pricing
License fees per user depend on the volume of users. A greater number of users leads to lower costs per user. Click download below to get an idea of pricing.
Contact us for demo or more information
Remember this
In short, the CX Culture Solution helps businesses implement effective processes, policies, and practices to embed CX into their organisational culture and behaviour. It is a robust tool designed to enhance the company culture consistently across all divisions to meet customer experience objectives. By distributing responsibility across the company, it engages all relevant parties and reduces costs in driving a CX culture which ultimately supports long-term growth through customer trust and loyalty.
