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CX IQ

CX IQ Identifies Critical Capability Gaps and Prioritizes the Opportunities that Matter Most

Assess organizational strengths and weaknesses, benchmark capabilities, and accelerate your path to CX maturity.

Perficient’s CX IQ evaluates seven dimensions of CX mastery to reveal your company’s readiness for creating, delivering, and sustaining exemplary experiences. This five-week engagement helps you highlight priorities, create strategic alignment, and guide decisions about where and how to improve CX.

5.1x

revenue growth of CX leaders vs. laggards

#1

obstacle to CX excellence is competing organizational priorities

Four Critical CX Transformation Questions

Digital Strategy Director David Stallsmith describes the questions leaders need to ask before investing in CX change initiatives.

What It Is

Delivering Clarity to Guide CX Change

To Go Far, First Go Deep

Two of the biggest CX improvement challenges organizations face are recognizing current strengths and gaps, and knowing how to prioritize change for lasting impact. CX IQ provides the clarity CX leaders need to address both. Our approach evaluates hundreds of criteria to diagnose your organization’s current capability for creating, delivering, and sustaining outstanding user experiences, and helps you plan for future investment.

Create Experiences

Before you can provide great experiences, you must first create them. And before you can create those experiences, you must understand your customers and their needs. Customer insights are the lifeblood of a strong CX strategy, and great companies apply that knowledge with a deliberate design approach. We assess your organization’s “create” capabilities, represented in our CX IQ model as the Customer Insight, Strategy, and Design Process dimensions.

Deliver Experiences

Even the most forward-thinking CX strategy will fall short without modern platforms and agile operations that can execute on the vision. Delivering exceptional experiences at scale requires a thoughtful balance of people, processes, and systems. CX IQ assesses enabling technology and operations to provide insight into your organization’s CX delivery capability.

Sustain Experiences

A sound plan and robust delivery are vital, but the soul of CX lies in your organization’s values. It’s about keeping commitments — not just to customers, but to every employee and partner who represents your company. Customer expectations will continue to change, organizations will have to adapt, and employees will be asked to take on new responsibilities. That’s why CX IQ looks at measurement and culture, providing guidance on what it takes to sustain CX quality over time.