PI = Practices Intelligence
Assess Your CX PI
AI with outdated PI robs huge growth potential. Get your CX PI score and recommendations today!
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CX PI Organizational Self-Assessment
Is your CX PI (practices intelligence) outdated . . . or keeping pace with your CX AI vision? AI without PI robs huge growth potential. See how easy it is to reach World Class CX PI.
Get Your CX PI Score!
1%
How likely it is that customers will do specific things (recommend, rebuy, etc.)
Our customer research tells us this
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What goal our solution is achieving in their life/business
Our customer research tells us this
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What our solution interfaces with (types of people, hard/software, etc.
Our customer research tells us this
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What they want us to keep doing, stop doing, start doing
Our customer research tells us this
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It's the basis for employee performance management and development
Our use of customer information
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It's the basis for solution development, stage gates, and launches
Our use of customer information
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It guides corrective actions that benefit all customers
Our use of customer information
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It guides preventive actions that benefit all customers
Our use of customer information
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It guides our business priorities, policies, structure, and processes
Our use of customer information
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It guides daily decisions and handoffs of all work groups in our ecosystem
Our use of customer information
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Customer-facing employees or executive listening or informal interactions
We collect customer information through this
Not Much
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Qualitative research (ethnography, etc.)
We collect customer information through this
Not Much
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Operational data (apps, website, Internet, ERP, CRM, barcodes, etc.)
We collect customer information through this
Not Much
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Text mining or voice mining or video mining
We collect customer information through this
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Process mapping, service blueprints, value stream mapping, etc.
We manage customers' well-being through this
Not Much
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Human-centered design or user experience design
We manage customers' well-being through this
Not Much
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Predictive analytics or finding patterns in customer data
We manage customers' well-being through this
Not Much
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Customer Success team or customer lifecycle management
We manage customers' well-being through this
Not Much
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Customer Service (tech support, account support, self-service)
We manage customers' well-being through this
Not Much
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Loyalty programs or experiential marketing
We manage customers' well-being through this
Not Much
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Customized offerings and treatment for each customer persona
We manage customers' well-being through this
Not Much
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Communicating with them about issues discovered in surveys (aka inner loop)
We manage customers' well-being through this
Not Much
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Communicating with them about resolution of prevalent issues (aka outer loop)
We manage customers' well-being through this
Not Much
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Reducing business operational silos (unifying data, systems, channels, processes, organizations)
We manage customers' well-being through this
Not Much
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Reducing business execution silos (unifying assumptions, vision, goals, metrics, handoffs)
We manage customers' well-being through this
Not Much
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CX champions in business units
Our organization is increasing customer-centricity through this
Not Much
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Employee recognition based on CX criteria
Our organization is increasing customer-centricity through this
Not Much
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Sharing VoC with all work groups in your company's ecosystem
Our organization is increasing customer-centricity through this
Not Much
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Agile practices (iterative use of CX insights during development)
Our organization is increasing customer-centricity through this
Not Much
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Tolerance of risks and disruptive ideas
Our organization is increasing customer-centricity through this
Not Much
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Accountability for follow-through on CX efforts
Our organization is increasing customer-centricity through this
Not Much
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Stakeholder analysis to regularly reduce resistance and increase buy-in
Our organization is increasing customer-centricity through this
Not Much
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Tailoring VoC reports or presentations to each work group's interests and accountabilities
Our organization is increasing customer-centricity through this
Not Much
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Workshops regularly to increase creative application of customer insights
Our organization is increasing customer-centricity through this
Not Much
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Workshops regularly to increase permanent resolution of customer issues
Our organization is increasing customer-centricity through this
Not Much
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Encouraging cross-functional collaboration for customer well-being
Our organization is increasing customer-centricity through this
Not Much