Together with Volksbank, Vattenfall, Schiphol, VGZ, Interpolis and a.s.r., Underlined held a kick off meeting to set up a benchmark program. The benchmark will focus on the KEI (customer experience index).
The KEI is a metric introduced by Underlined. A single customer relationship figure that provides insight from customer behaviour into the overarching customer experience, and it can be influenced. This metric consists of three layers, namely the effectiveness of:
- customer experience
There is a need from several organizations to start benchmarking on the KEI. Underlined will be the leader of this. The idea is to set up a round table program, within this program we will discuss the customer experience and the associated metric in a number of sessions. Knowledge sharing, comparison and inspiration will be central to the benchmark program.
Following the kickoff, the needs of leading organizations in the field of customer experience have been identified. Underlined includes these needs in a final plan that will be set up in July.
To be continued…
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Customer Journey Analytics Consultant