AI and CX performance model

Start the CX and AI performance check

What will you get with the full tech and cx model?

Direct access to 12 experience based questions to grade your CX
Your results are visualised in a custom radar graph after completing the questionnaire
Instant recommendations on improving your CX  
Insights on how to leverage AI and technology for sustainable growth in customer experience
Easy translation of the scoring outcome to net promotor score categories 
Direct contact with our experts on the results you shared to give a custom first advice

Numbers about the importance of CX

The potential for data and AI to transform customer experience is vast, and business ambitions are high—but how do you create focus and make these capabilities count? The CX and AI Model brings together the power of CRM technology like Salesforce, data, and AI to turn potential into measurable business value. This model empowers businesses to make real impact through data-driven insights and targeted improvements.

Below, we highlight the four essential factors that define exceptional customer experience, with key statistics to show their importance.

Reduce effort

Reducing customer effort by making interactions easier can increase customer satisfaction by:

+96%

Get personal

73% of customers expect companies to understand their unique needs and expectations, yet 56% say most companies treat them like numbers.

73%

Fast

Consumers are willing to pay up to 16% more for a good customer experience when a offering is comparable.

+16%

Improve data quality

70% of organisations face challenges with fragmented customer data, which impacts CX in 58% of cases. A unified data strategy powered by AI is essential for cohesive, insightful experiences.

58%

Four stages towards CX improvement

The landscape of technological potential is rich, and business ambitions are ever-growing. However, the challenge lies in how to harness these capabilities effectively to enhance customer experience (CX). By leveraging CRM technologies like Salesforce in conjunction with data and AI, businesses can unlock significant value and elevate their customer experience. The CX and AI Model focuses on 4 key factors that are vital to achieving outstanding customer experiences. Below, we delve into the significance of each factor and how they contribute to driving meaningful improvements.

Easy

When customers have an effortless, hassle-free experience, they are significantly more likely to return for further purchases. A Harvard Business Review study found that customers who had the best experiences spent 140% more than those who had poor experiences. Leveraging AI to streamline the customer journey can radically simplify interactions, making it easier for customers to navigate services. By reducing friction and improving usability, businesses can encourage repeat purchases and ultimately increase revenue and customer lifetime value.

Fast

In today's fast-paced environment, customers value fast and efficient service. Research consistently shows that when queries or problems are resolved quickly - often using AI-driven solutions - customers experience higher levels of satisfaction. This not only increases customer retention rates, but also encourages positive word-of-mouth recommendations and greater loyalty. By employing AI tools that automate responses and handle routine requests, businesses can ensure that customer needs are addressed quickly, improving overall satisfaction.

Connected

Consumers expect brands to understand their needs comprehensively. Effective data integration between sales, marketing and service is essential, and AI is the key to unifying this data. By leveraging AI to analyse customer interactions, businesses can improve connectivity between departments and deliver a consistent service. This seamless integration fosters trust and loyalty, making organisations more responsive to customer needs and driving loyalty.

Personalised

An exceptional customer experience goes beyond individual touch points; it requires a consistent and integrated approach across all interactions. Research shows that 80% of consumers are more loyal to companies that offer consistent experiences across all departments. Yet many customers still have to repeat or re-explain information to different representatives, highlighting areas for improvement. By leveraging AI to create dynamic customer profiles that update in real time, businesses can ensure that all interactions are relevant and personalised, boosting customer satisfaction and loyalty.