Leading Enterprise Customer Data Platform (CDP), ActionIQ unveiled Industry-first customer experience scorecard CX IQ for the B2B technology industry. B2B brands will be able to scale their customer experience performance in comparison with their industry peers and customer preference using CX IQ. An expansive multi-industry survey called the CX IQ index is the base of the scorecard which measures the customer experience (CX) from both a business perspective and from the perspective of US customers.
Tamara Gruzbarg, Vice President of Strategic Services, ActionIQ, stated, “While companies today realize the importance of CX to their growth and bottom line, we find they’re often at a loss as to which CX characteristics they should prioritize and invest in. The CX IQ Scorecard answers that question – it gives a B2B Technology company a roadmap on how to increase their CX maturity, and how to do that based on what’s most important to their customers.”
Self-reported performance input across key CX attributes are compiled and results are mapped to central themes including trust, personalization, and convenience in CX IQ Index Scorecard. The recent report regarding the CX landscape revealed that there is a significant gap between brand perception and performance, in which brands rated 61% of their customers as “very satisfied”, while one based on customer experience only showed 23%. The standard of the company in comparison with their industry peers can be identified using scorecard results and organizations can reduce the gap between CX perception and performance gap by identifying the areas which need more investments.