Genesys Customer Experience Challenge

The Customer Experience Challenge

The Customer Experience Challenge is a quick 10 minute survey designed to help you assess your current customer experience practices, compare your capabilities with peers and gain insight into what improvements could be implemented to drive growth.

Company (account) name*

Closest matching industry to your business*

Primary business location*

Number of employees*

Your role(s) in the organization (select all that apply): *

IT / Technical

Business Unit

Call Center

Marketing

Customer Service / Experience

Financial

* required to continue

The Genesys Customer Experience Maturity Model

A virtual and digital world has elevated customer experience to a key determinant factor in a company's success or failure.

Understanding how your company creates customer experiences and comparing it to others is an essential underpinning to competitive strategy.

To help you in this evaluation, we've distilled our learnings about customer experience into a number of capabilities that serve as monikers of customer experience management.

RANDOM

CONSISTENT

DEFINED

DIFFERENTIATED

Strategy

Does customer experience inspire your strategic and development landscape?

YOUR SCORE

YOUR PEERS

How your responses compare to your peers:

Your Peers

Never

(0)

Rarely

(1)

Sometimes

(2)

Often

(3)

Always

(4)

Customer focus is a dominant subject in leadership communications

We understand how customer engagement affects our financials

The customer image we present in marketing is consistent with our customer engagement functions

We design processes and systems with the active participation of customers

We understand what our customers expect from us and customer-facing entities reflect that

Compared to of your peers in the industry

Results

Assessing your current practices, you scored a () compared to your peers at (). Lack of consistency in customer experience. Lack of consistency in channel interactions. Orgs are in "blind" to customer needs and customer satisfaction is compromised.

Assessing your current practices, you scored a () compared to your peers at (). Customer experience is the same level with each channel. Maintain control of customer experience with core planning. Focus on KPIs, quality and costs.

Assessing your current practices, you scored a () compared to your peers at (). Actively planning customer experience and integrated cross-channel experience. Using analytics to drive customer experience and employee engagement strategy. Measuring customer experience with NPS, CES and quality.

Assessing your current practices, you scored a () compared to your peers at (). Aligning brand values and customer needs. Full omnichannel visibility to customer journeys. Leverage analytics for customer and employee engagement.

Your Peers

RANDOM

Lack of consistency in customer experience

Lack of consistency in channel interactions

Orgs are in "blind" to customer needs and customer satisfaction is compromised

CONSISTENT

Customer experience is the same level with each channel

Maintain control of customer experience with core planning

Focus on KPIs, quality and costs

DEFINED

Actively planning customer experience and integrated cross-channel experience

Using analytics to drive customer experience and employee engagement strategy

Measuring customer experience with NPS, CES and quality

DIFFERENTIATED

Aligning brand values and customer needs

Full omnichannel visibility to customer journeys

Leverage analytics for customer and employee engagement

Get your full, customized report and learn how you can improve your customer experience capabilities.

The Customer Experience Challenge

The Customer Experience Challenge is a quick 10 minute survey designed to help you assess your current customer experience practices, compare your capabilities with peers and gain insight into what improvements could be implemented to drive growth.

Select the response that best reflects your current condition:

How your responses compare to your peers:

Select the response that best reflects your current condition:

How your responses compare to your peers:

Select the response that best reflects your current condition:

How your responses compare to your peers:

Select the response that best reflects your current condition:

How your responses compare to your peers:

Results