"Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible thanks to technological innovation. And as it shifts, we're moving beyond the age of reactive service, where customer satisfaction was measured by stale, bi-annual surveys. We're entering an era of proactive, predictive customer care."
"This is where the Customer Experience Index comes in. It is an AI-powered, real-time measurement framework that transforms raw customer sentiment into predictive, actionable insights, which in turn works to enhance loyalty, reduce churn, and drive business growth. It's not just a metric; it's a predictive engine built on over 200 AI/machine learning models and generative AI insights. The CXI evaluates a wide range of factors, including customer behavior, network performance, service interactions, and even external market signals like mergers and acquisitions."
The Customer Experience Index (CXI) is an AI-powered, real-time measurement framework that converts raw customer sentiment into predictive, actionable insights to boost loyalty, cut churn, and accelerate business growth. CXI runs on more than 200 AI and machine-learning models plus generative AI, enabling proactive, predictive customer care instead of reactive survey-driven approaches. CXI evaluates customer behavior, network performance, service interactions, and external market signals such as mergers and acquisitions. The framework addresses gaps left by infrequent bi-annual surveys by providing near-instant, account-level insights at scale and enabling real-time management of customer relationships.
Read at Fast Company
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