The Experience Index by Genesys
A new people-centric and actionable approach to measure, benchmark and improve experiences.
Managing the experience your company delivers can be a near-impossible task. Traditional approaches fall short in three core areas.
Metrics like customer satisfaction (CSAT), Net Promoter Score (NPS) and customer effort score (CES) don’t always ask the right questions. And these can assume what matters to the experience receiver.
Isolated data collection
Traditional approaches often occur at a transactional level, failing to cover the full journey. A single touchpoint isn’t always representative of sentiment and might leave true issues undiscovered.
Relying on verbatims without in-depth analysis doesn’t give you a clear understanding of how to improve. This can make it difficult and time consuming to tie experience metrics to KPIs and make business improvements.
Experience orchestration is at the heart of Genesys. Understanding experiences is critical to orchestrating them. For years, we’ve used the Experience Index™ by Genesys to optimise how we interact with customers and employees. Now, we’ve made this methodology available to help all companies create memorable experiences and build loyalty.
The Experience Index puts people first. Subject matter experts have conducted hundreds of interviews and focus groups to understand what matters to specific audiences during certain experiences.
The Experience Index dives into key aspects within every phase of an experience. This method supports employees from recruiting through offboarding, and consumers from awareness to loyalty.
Get data across company functions, channels, experience aspects and more. See how you stack up against peers, keep ahead of industry trends, and deliver what matters to customers and employees.
Let our industry benchmarks uncover real insights for your organisation, just like it uncovered these:
Remote agents in the US scored their customer interaction experiences six points below benchmark, stemming largely from the view that not everything needed to support customers is available in one place or system.
In terms of professional development, hybrid employees had the highest overall scores. Having time for trainings was four points above benchmark, and almost eight points higher for hybrid versus remote.
Customers and agents both had deeply negative experiences with email (-5 and -8, respectively), the second most common interaction type by volume for both groups.
— Customer – Retail Industry
— Customer – Technology Industry