CX Insights Framework
Define your approach on CX
To help organizations accelerate in a data-driven way, we have created the CX Insights Framework to connect customer value with company value and provide insight into important handles for CX, such as reasons for contact, touchpoints, jobs-to-do, and emotion.
The framework helps to bring all perspectives from data-driven CX within your organization together and to make choices. This leads to an integrated CX approach, where it becomes clear which buttons you have to turn to get CX metrics in motion, improve business results, and see the real impact in dollars or euros.