Some industries are definitely doing a better job at meeting customer expectations, often due to how well they embrace modern trends, technology, and service principles.

Here is a breakdown of how different industries are handling customer expectations and the main challenges they are facing.

It is this advanced level of analysis that will undeniably enable an organization to get to the bottom of things and clearly distinguish itself from its competition.

Horizontal analysis consists of looking at similar activities shared by at least two activities in the company. These are transversal skills.

Through a concrete example, we will notice the richness of the evaluation of the criteria CX of a given company.

Three levels of performance will be available to us: 1. Global (overall CX index). 2. Vertical (for each department, for example), and 3. Transversal (horizontal), for similar shared activities.

Serious organizations evaluate their CX indices using criteria specific to their environment and their sector of activity.

A CX index should be the result of a clever combination of quantitative evaluation criteria and according to a qualitative assessment scale.

There is a range of metrics to measure the marketing performance of an organization. Among the best known are market share and customer satisfaction rate. But although very useful in decision-making, none of them are really interested in the customer journey and the customer experience as such.

If the notion of CX has been gaining more ground in a variety of businesses, the idea of quantifying it by concretely and objectively measuring it is still at its beginnings.

Over the next few articles, we’ll work to demystify what CX Index is and how to measure it.

"Experience" is a word with many meanings and is often used as a catch all across different contexts. The term "customer experience" has become a marketing buzz-word used to encapsulate a number of different tactics, some of which are used out of context.

The original expression of Sartre’s viewpoint on hell is not one of war but of an inner drama exposed through the views that others have of us.

Relating this back to the customer experience, working on your own customer experience without the input of the others will become hell…

If I ask a hundred people about the highest mountain in the World, how likely do you think it would be that a "sane" person in that group would answer something other than Mount Everest?

Zero, would you tell me? Well, you would be wrong!