Unveiled Exclusively: Havas CX Presents X Index, Highlighting Crucial Elements for Customer Experience Accomplishment
In a groundbreaking move, Havas CX, a leading customer experience agency, has published the results of its first X Index survey. Conducted in partnership with research institute OpinionWay, the survey aimed to gauge the efficiency of customer experiences throughout the customer journey.
The proprietary study developed by Havas aims to help brands understand their performance from a CX perspective across the entire customer journey. This is a significant departure from the general assessments of CX that other companies have been conducting.
According to Stephanie Nerlich, the current CEO of Havas Creative North America, the survey results pertain to the efficiency of customer experience. She stated this information to Adweek, who were informed about the development of the proprietary study by Nerlich herself.
Interestingly, the company that published the X Index investigation results is not explicitly named in the search results. However, it is known that the first edition of the X Index was conducted in the year 1995, with the first version of the specification released on July 20, 1995.
The X Index survey results have been made public by Havas CX, shedding light on an area that was previously not being analyzed - CX across the entire customer journey. This move by Havas CX is intended to address a gap in understanding CX across the customer journey, providing valuable insights for brands looking to improve their customer experience.
Paul Marobella, who previously held the position of CEO at Havas Creative North America before his departure last year, is likely to have played a significant role in the conception of this innovative study. With his expertise in the field, his departure may have paved the way for this groundbreaking research.
In conclusion, the X Index survey results published by Havas CX are a significant step forward in understanding customer experience efficiency across the entire customer journey. The findings from this survey are expected to provide valuable insights for brands looking to improve their customer experience strategies.
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