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AI with outdated PI robs huge growth potential.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Is your CX PI (practices intelligence) outdated .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 investors, employees, and customers of huge growth potential. Get your CX PI score and recommendations today!
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Category Name:VoC-What
Category Name:VoC-Why
Category Name:VoC-How
Category Name:VoC-Use
Category Name:VoC-Drive
Category Name:VoC-Performance
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How likely it is that customers will do specific things (recommend, rebuy, etc.) |
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How our solutions and interactions affect them |
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How well we manage transactions |
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How well we manage our relationship |
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What goal our solution is achieving in their life/business |
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What our solution interfaces with (types of people, hard/software, etc.) |
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What they want us to keep doing, stop doing, start doing |
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We resolve customer issues as they contact us |
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It guides customer acquisition efforts |
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It's the basis for employee performance management and development |
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It guides our engagement of customers |
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It guides our design of touch-points |
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It's the basis for solution development, stage gates, and launches |
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It guides corrective actions that benefit all customers |
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It guides preventive actions that benefit all customers |
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It's the basis for employee selection and succession |
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It guides our business priorities, policies, structure, and processes |
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It guides daily decisions and handoffs of all work groups in our ecosystem |
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We collect customer information through:
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Surveys after interactions |
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Very Much |
Surveys every X months |
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Very Much |
User groups or advisory boards |
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Very Much |
Communities (online or other) or panels |
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Somewhat |
Very Much |
Social media or other word-of-mouth |
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Very Much |
Customer-facing employees or executive listening or informal interactions |
Not Much |
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Very Much |
Qualitative research (ethnography, etc.) |
Not Much |
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Very Much |
Operational data (apps, website, Internet, ERP, CRM, barcodes, etc.) |
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Text mining or voice mining or video mining |
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Stratified random sampling |
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We manage customers' well-being through:
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Journey mapping |
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Process mapping, service blueprints, value stream mapping, etc. |
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Human-centered design or user experience design |
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Digitalization |
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Quick wins |
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Predictive analytics or finding patterns in customer data |
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Very Much |
Customer Success team or customer lifecycle management |
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Very Much |
Customer Service (tech support, account support, self-service) |
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Very Much |
Loyalty programs or experiential marketing |
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Very Much |
Customized offerings and treatment for each customer persona |
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Very Much |
Communicating with them about issues discovered in surveys (aka inner loop) |
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Very Much |
Communicating with them about resolution of prevalent issues (aka outer loop) |
Not Much |
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Very Much |
Reducing business operational silos (unifying data, systems, channels, processes, organizations) |
Not Much |
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Very Much |
Reducing business execution silos (unifying assumptions, vision, goals, metrics, handoffs) |
Not Much |
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Very Much |
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Our organization is increasing customer-centricity through:
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|---|---|---|---|
CX champions in business units |
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Very Much |
Employee recognition based on CX criteria |
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Very Much |
Sharing VoC with all work groups in your company's ecosystem |
Not Much |
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Very Much |
Agile practices |
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Very Much |
Tolerance of risks and disruptive ideas |
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Very Much |
Accountability for follow-through on CX efforts |
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Very Much |
Stakeholder analysis to regularly reduce resistance and increase buy-in |
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Very Much |
Tailoring VoC reports or presentations to each work group's interests and accountabilities |
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Very Much |
Workshops regularly to increase creative application of customer insights |
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Very Much |
Workshops regularly to increase permanent resolution of customer issues |
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Very Much |
Encouraging cross-functional collaboration for customer well-being |
Not Much |
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Very Much |
CX council or steering committee focused on improving customer-centric culture or silo smoothing |
Not Much |
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Very Much |
Using CX insights as a primary input to strategic planning, strategic pillars, and C-suite decisions |
Not Much |
Somewhat |
Very Much |
Reporting CX performance criteria and progress to Board of Directors and investors |
Not Much |
Somewhat |
Very Much |
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Our organization improves CX performance by reporting:
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|---|---|---|---|
Operational metrics, such as FCR, AHT, etc. |
Not Much |
Somewhat |
Very Much |
Financial metrics, such as churn, CAC, MRR, etc. |
Not Much |
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Very Much |
Return on investment, payback period, etc. |
Not Much |
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Very Much |
Customer engagement metrics |
Not Much |
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Very Much |
Indexes, such as NPS, Effort Score, Health Score, etc. |
Not Much |
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Very Much |
Averages, median, mode, or standard deviation |
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Very Much |
Confidence interval, statistical significance, validity, or reliability |
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Very Much |
Top box and bottom box percentages |
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Very Much |
Correlation analysis or key driver analysis |
Not Much |
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Very Much |
Pareto analysis |
Not Much |
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Very Much |
5 why's or similar root cause analysis |
Not Much |
Somewhat |
Very Much |
Workflow metrics monitoring root causes of poor experience |
Not Much |
Somewhat |
Very Much |
Lifetime value |
Not Much |
Somewhat |
Very Much |
Benchmarking |
Not Much |
Somewhat |
Very Much |
Internal customer satisfaction |
Not Much |
Somewhat |
Very Much |
Percent of work groups with active CX action plans and percent showing progress |
Not Much |
Somewhat |
Very Much |
Performance below and above customer specifications or your brand promise |
Not Much |
Somewhat |
Very Much |
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%%QUESTIONANSWERS%%
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Your score is World Class: %%YOURSCORE%% out of %%TOTALSCORE%%
World Class CX practices intelligence means you're embedding customer experience criteria in how your business is run. Congratulations!
Your Next Steps
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Your CX PI is Advanced: %%YOURSCORE%% out of %%TOTALSCORE%%
Advanced CX practices intelligence means you're aligning customer experience priorities in how your business is run. Congratulations!
Your Next Steps
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%%CATEGORY_TOTAL_NUMBER%%
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Your CX PI is Proficient: %%YOURSCORE%% out of %%TOTALSCORE%%
Proficient CX practices intelligence means you're operationalizing customer experience practices as part of your company's a way of life. Congratulations!
Your Next Steps
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Your CX PI is Intermediate: %%YOURSCORE%% out of %%TOTALSCORE%%
Intermediate CX practices intelligence means you're mobilizing customer experience practices as programs in your company. Congratulations!
Your Next Steps
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%%CATEGORY_TOTAL_NUMBER%%
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Your CX PI is Basic: %%YOURSCORE%% out of %%TOTALSCORE%%
Basic CX practices intelligence means you're using customer experience practices toward internal goals. Congratulations!
Your Next Steps
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%%CATEGORY_TOTAL_NUMBER%%
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Your Beginner CX PI is %%YOURSCORE%% out of %%TOTALSCORE%%
Beginner CX practices intelligence means your focus is customer touchpoint management. Congratulations!
Your Next Steps
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Which one of these problems,
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Proving value
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