The Genesys Experience Index launched today, hoping to change how businesses measure and monitor customer experiences.
Currently, most businesses still use the same metrics to manage CX as they did ten years ago. These typically include customer satisfaction, a net promoter score, and/or customer effort.
Yet, Genesys aspires to reimagine customer experience measurement by combining sentiment analysis with industry benchmarks and data from the Genesys Cloud CX platform.
In doing so, it will not offer a single score. Instead, according to a Genesys press release, users will gain insights such as: Where is the experience going wrong, and how can we fix it?
The Magic Quadrant leader for CCaaS also promises that companies can gather this information with “unprecedented precision to deliver stronger end-to-end experiences.”
Yet, perhaps most interestingly, the Index takes customer experience measurement out of glass-case confinement – enabling deeper analysis against other organizational priorities.
As Peter Graf, Chief Strategy and Operations Officer at Genesys, states:
With the Genesys Experience Index, we're giving organizations a new way to action what matters most to improve end-to-end experiences and drive better results for their employees, customers, and business alike.
These are the three critical stakeholders for any contact center leader.
Recognizing this, Graf and his team developed an Index that not only monitors the customer experience but places it against broader agent and business objectives.
As such, experience teams do not prioritize one stakeholder. Instead, they understand the holistic impact of their actions.
Moreover, CX management teams prove how customer and agent experience improvements influence the bottom line (as the image below indicates). Such insights often prove invaluable when building future business cases.
[caption id="attachment_50162" align="alignnone" width="960"]
This image dates back to late 2021 when Genesys first introduced The Experience Index. Now, the methodology is enterprise-ready.[/caption]
Insights Into the Agent Experience
The Experience Index not only mixes business KPIs with newfound customer experience data, but it also surfaces critical contact center agent insights.
Such insights include:
- How agents rate their journey from onboarding to full proficiency.
- How their performance compares with their industry peers.
- How their experience affects customer experiences — positively or negatively.
- Possible strategies to improve agent performance on both a team and individual level.
Each may inspire initiatives that reimagine many contact center processes, from recruitment to induction training and beyond.
Just consider external benchmarking. Data for this exercise is seldom reliable as businesses calculate metrics differently.
Yet, as all the data comes from the Genesys Cloud CX platform, businesses may accurately gauge the strengths and weaknesses of their agent experiences – compared to their competitors.
That information may stimulate new customer retention strategies and inform recruitment initiatives that bring in the best-suited people.
