Rand exclusive: Havas CX Unveils X Index Highlighting Key Elements for Customer Experience Achievement

In a groundbreaking move, Havas CX, a leading customer experience agency, has released the results of its first X Index survey. Conducted in collaboration with research institute OpinionWay between May 29 and June 2, 2023, the survey aimed to bridge the gap between brands and consumers by analysing customer experience across the entire customer journey.

Previously, while other companies were assessing customer experience, no one was analysing it comprehensively throughout the customer journey. Havas CX sought to fill this gap with their proprietary study, which promises a more holistic understanding of customer experience.

The X Index survey was designed to gauge customer experience efficiency. Its publication marks a significant step forward in the industry, as it offers valuable insights into how brands can improve their customer experience strategies.

Paul Marobella, who previously held the position of CEO at Havas Creative North America, played a key role in the development of the X Index study. His departure from the company was recently announced, with Stephanie Nerlich taking over as the new CEO of Havas Creative North America.

In an interview with Adweek, Stephanie Nerlich spoke about the development of the X Index study. She highlighted its importance in providing a comprehensive view of customer experience, which she believes is crucial for brands to truly understand and meet their customers' needs.

The X Index survey is the first of its kind published by Havas, and it is expected to set a new standard for customer experience analysis in the industry. As more brands seek to improve their customer experience strategies, the insights gained from the X Index survey could prove invaluable.