{"id":496880,"date":"2023-10-30T09:57:42","date_gmt":"2023-10-30T16:57:42","guid":{"rendered":"https:\/\/www.genesys.com\/the-experience-index-by-genesys"},"modified":"2025-04-17T09:02:40","modified_gmt":"2025-04-17T16:02:40","slug":"experience-index","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-gb\/experience-index","title":{"rendered":"The Experience Index by Genesys"},"content":{"rendered":"

[vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row content_placement=”middle”][vc_column width=”1\/2″][vc_column_text]<\/p>\n

The Experience Index by Genesys<\/h1>\n

A new people-centric and actionable approach to measure, benchmark and improve experiences.[\/vc_column_text]

See the offer<\/a><\/div>[\/vc_column][vc_column width=”1\/2″ offset=”vc_hidden-xs”][vc_single_image image=”494798″ alignment=”center”][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Discover your company\u2019s untapped potential<\/h2>\n

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Managing the experience your company delivers can be a near-impossible task. Traditional approaches fall short in three core areas.<\/p>\n

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1<\/p>

Inward-looking measurement<\/p><\/div>

Metrics like customer satisfaction (CSAT), Net Promoter Score (NPS) and customer effort score (CES) don\u2019t always ask the right questions. And these can assume what matters to the experience receiver.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

2<\/p>

Isolated data collection<\/p><\/div>

Traditional approaches often occur at a transactional level, failing to cover the full journey. A single touchpoint isn\u2019t always representative of sentiment and might leave true issues undiscovered.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/3″]

3<\/p>

Inconclusive insights<\/p><\/div>

Relying on verbatims without in-depth analysis doesn\u2019t 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.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n

Get a competitive, research-based advantage with the Experience Index<\/h2>\n

 <\/p>\n

Experience orchestration is at the heart of Genesys. Understanding experiences is critical to orchestrating them. For years, we\u2019ve used the Experience Index\u2122<\/sup> by Genesys to optimise how we interact with customers and employees. Now, we\u2019ve made this methodology available to help all companies create memorable experiences and build loyalty.<\/p>\n

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People-centric<\/h3>\n

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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.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

End-to-end<\/h3>\n

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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.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Actionable benchmarks<\/h3>\n

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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.<\/p>\n<\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Pinpoint exactly what to improve for employees and customers<\/h2>\n

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Let our industry benchmarks uncover real insights for your organisation, just like it uncovered these:<\/p>\n

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Remote agents experience system challenges<\/h3>\n

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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.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Hybrid employees score higher in development<\/h3>\n

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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.<\/p>\n<\/div>[\/vc_column][vc_column width=”1\/3″]

Customers and employees both struggle with email<\/h3>\n

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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.<\/p>\n<\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

See the Experience Index in action<\/h3>\n<\/div>
Learn more<\/div><\/div><\/div>
\"\"<\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n

See what our customers have to say<\/h3>\n

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\u201cThe Genesys Experience Index focuses on the employee journey lifecycle, which gives us a totally different perspective as we would rarely probe into these types of questions.\u201d<\/p>\n

\u2014 Customer – Retail Industry<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=”1\/2″]

\u201cThe Genesys Experience Index gives us insights into data that we wouldn\u2019t have been able to see on our own. We can dissect the data into actionable results for our teams with the ease of multiple views and filters.\u201d<\/p>\n

\u2014 Customer – Technology Industry<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

Elevate your customer and employee experience<\/h2><\/div><\/div>
\"Customer<\/div><\/div>

Blog<\/p>

The State of Customer Experience: What every CX professional needs to know<\/h3><\/div>
<\/div><\/div><\/div><\/div><\/div><\/a><\/div>
\"Genesys<\/div><\/div>

Disruption in Experience Measurements<\/h3><\/div>
<\/div><\/div><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row content_placement=”middle”][vc_column width=”1\/2″][vc_column_text] The Experience Index by Genesys A new people-centric and actionable approach to measure, benchmark and improve experiences.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″ offset=”vc_hidden-xs”][vc_single_image image=”494798″ alignment=”center”][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%5D”][vc_row][vc_column][vc_column_text] Discover your company\u2019s untapped potential   Managing the experience your company delivers can be a near-impossible task. Traditional approaches fall short in three core areas. [\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″][\/vc_column][vc_column […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-496880","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/496880","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/comments?post=496880"}],"version-history":[{"count":10,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/496880\/revisions"}],"predecessor-version":[{"id":568053,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/496880\/revisions\/568053"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=496880"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}