CX efficiency measurement | Axim Global
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CX efficiency measurement

Just 34% of organizations regularly review their CX program status and metrics*

Just 34% of organizations regularly review their CX program metrics*

A big reason for successful CX is operational efficiency, but it’s rarely measured. Without it end-to-end operating models, the critical driver of seamless CX can’t be managed and more customers and money will be lost. The answer? A Contact Center Experience Assessment™.

*Forrester

*Forrester

Contact Center
Experience Assessment™

A Contact Center Experience Assessment™ (CCXA™) measures the operational efficiency of your customer experience delivery.

A CX management tool, it provides the intelligence to deliver better customer experiences, more consistently and more efficiently. Axim’s consultants audit your CX environment, your organizational structures, strategic goals and KPIs. Then a Voice of the Environment study assesses your CX delivery through the eyes of those who deliver it. This is supplemented by customer insight and a discovery of your CX tools and processes.

The result?

  • Axim identifies how the contact center environment can maximize CX
  • We baseline CX metrics and understand customer journeys
  • Proprietary algorithms apply our CX effectiveness benchmarks to define the operating efficiency of the CX environment, the major deficiencies that impact CX, and where to more effectively operationalize it
  • We recommend new CX strategies, tools and technologies
  • A cost benefit analysis quantifies the business return of these recommendations
Download a
CCXA™ fact sheet
Download fact sheet

The benefits

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Baseline contact center CX efficiency

Identify what is efficient and deficient and how it can improve
CX delivery.

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Improve customer interactions and cut costs

See where sales and retention can be improved by better operational CX delivery.

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Increase the return on CX investment

Optimize your operational efficiency to maximize the impact of new CX tools and technologies.

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Uplift your key CX metrics


Deliver a more efficient operational base that grows satisfaction and advocacy, improves service quality and reduces effort.

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Boost employee engagement


Understand the big challenges that employees face and enable them to improve their performance and your CX delivery.

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Visibility of the contact center’s CX capability

A clear view of your contact center’s ability to deliver customer experience, all in one place.

Add-ins

Axim offers a series of add-ins to customize a CCXA™ to your organization’s specific needs.

Cost benefit analysis

A cost and benefit modeling process that makes the business case for the CCXA™ recommendations, by modeling cost savings, efficiency gains, sales uplift, retention gains, CX costs/gains and outage impacts.

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Enterprise Sustainability Assessment™

A risk assessment of enterprise communications architectures. It enables stronger risk management of enterprise communications architectures. Organizations can minimize service disruption, revenue loss, CX risks, corporate reputational issues and the operational dangers of digital transformation.

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Enterprise Communication Migration Design™

Architectural, best in class, strategic migration design and multi-phased planning. It enables high impact, lower risk enterprise communications. Organizations can migrate faster and more cost effectively, mitigate business disruption and inefficiencies, reduce complexity and increase security and future-proof their CX.

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Axim’s Lifecycle
Management process

Axim’s three-staged approach helps embed operational excellence in enterprise communications and customer experience delivery.

Stage 1: Advocacy. We audit and assess your current state then build recommendations to improve operational excellence.

Stage 2: Migration. We design operational migrations and CX maturity programs that create the conditions for operational excellence.

Stage 3: Governance. We help build operational excellence by continuously optimizing enterprise communications and CX.

Axim Lifecycle Management

lifecycle management
Learn more

Latest thinking

Drive new customer experiences with legacy technology

Legacy enterprise communications technologies can’t keep up with customer expectations. Yet digital transformation can be long and risky. There’s a third way: apply digital solutions to legacy so it’s more responsive to customer demand.

Read our eGuide

Talk to us

Discover more about Axim, our services and products. For any product support queries contact our Support team.