Name: CX Index
Author: Feedback Analytics

Customer Identity and Access Management (CIAM)

Customer Success

Help Desk

Web and Video Conferencing

Customer Support

Flowchart

Text Editors

Development

Barcode

Business Intelligence (BI)

Collaboration

Supply Chain Management

Workspace Planning

Enterprise

Accounting

Digital Banking

Financial Risk Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Authentication

Cloud Storage

Data Collaboration

Data Masking

Digital Experience Monitoring (DEM)

Disk Cloning

Endpoint Security

Fraud Detection

Integration Platform as a Service (iPaaS)

Internet Security

License Management

Log Management

Network Performance Monitoring

Network Security

Operating Systems

Remote Desktop

SOA Governance

Secret Managers

Server Virtualization

Single Sign-On

Software Distribution

Information Technology

A/B Testing

AI Image Generation

Ad Serving & Retargeting

All-in-One Marketing

Audience Intelligence

Call Tracking

Channel Management

Content Management

Data Cleansing

Domain Registration Services

Email Marketing

Marketing Automation

Product Management

Referral Marketing

Social Media Management

Social Media Monitoring

Survey & Forms Building

Video Marketing

Web Analytics

Marketing

Email Signature

Project Management

Professional Services

Construction CRM

Customer Relationship Management (CRM)

Sales

Cloud-Native Application Protection Platforms

Security Information and Event Management (SIEM)

Security

Debt Collection

Equipment Rental

Membership Management

Population Health Management

Real Estate

Rental Property Management

Vertical-Specific

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CX Index is positioned as a true omnichannel Voice of the Customer (VoC) solution that, according to the vendor, enables businesses of various sizes to capture and analyze customer feedback across multiple channels. This platform is designed to cater to customer experience professionals, marketing professionals, contact center managers, retail and e-commerce companies, as well as financial institutions and banks.

## Key Features

**Feedback Capture**: According to the vendor, CX Index allows businesses to capture customer feedback through various channels such as phone (IVR), email, SMS, chat, and social media. The platform supports different survey types and provides configurable survey designs.

**Reporting & Insights**: CX Index offers reporting and insights capabilities to turn customer feedback into actionable insights. Feedback data can be integrated with CRM, POS, ERP, and contact center data for analysis. User-friendly dashboards provide real-time visibility into CX performance.

**Natural Language Processing**: The vendor claims that CX Index's NLP engine enables businesses to understand customer sentiment and analyze text feedback at scale. The engine can analyze text from various sources, including survey responses, chat, IVR, and social media channels. Sentiment analysis and speech to text analysis are said to enhance decision-making.

**Case Management**: CX Index's Case Management tool is designed to help businesses address and resolve customer issues efficiently. The tool allows for the allocation, escalation, and tracking of customer cases, providing insights into recurring issues and potentially reducing customer churn.

**Social Listening**: CX Index acts as a real-time listening post across major social media channels, allowing businesses to monitor brand mentions and customer conversations. Natural language processing tools are claimed to identify key insights amidst social media noise.

**Social Advocate**: The vendor states that CX Index's Social Advocate tool helps businesses manage online reputation and encourage customer advocacy. The tool automates the process of asking satisfied customers to leave feedback on review sites and social media platforms, potentially leading to increased customer trust and improved acquisition.

**Messaging**: CX Index provides a suite of tools for businesses to listen to and communicate with customers on major social media channels. The platform enables businesses to respond to customer queries, complaints, and feedback, helping build meaningful relationships and enhance customer satisfaction.

**Information Security**: According to the vendor, CX Index prioritizes information security and is ISO 27001 certified. The platform ensures encrypted and authenticated traffic, conducts continuous security assessments, and complies with GDPR regulations.

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CX Index

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Feedback Analytics

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

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CX Index

Overview

What is CX Index?