Kantar, Bain & Company, and Qualtrics have partnered to publish a set of jointly endorsed CX standards. The framework aims to introduce a “common language for excellence”, that will elevate the quality of CX practices across all industries.
“The need for common CX standards is critical; they establish a universal benchmark for excellence, ensuring that companies worldwide know exactly how to deliver superior customer experiences,” said Stanford Swinton, principal author of the standards and executive vice president at Bain & Company.
The brands behind the initiative hope the standards will provide organisations with a proven CX framework, actionable insights and support.
Research from Kantar indicates that just 25% of CX leaders believe their programme delivers improvements to customer experiences, and one in eight claimed their work impacted the overall business performance.
“Research shows there is a significant opportunity for our industry to have an impact on any company’s bottom line,” said Rob Huijboom, global head, customer experience at Kantar.
“This initiative aims to provide support to organisations who strive to deliver exceptional customer experience and enrich the lives of customers. Our approach to quantifying the role of customer experiences in how brands grow brings an evidenced-based lens to this partnership.” he added.
The framework focuses on three areas of benchmarking performance in customer centricity – culture, capability, and execution.
Kantar, Bain & Co, and Qualtrics are calling for feedback on their model from other industry practitioners. The final standards are expected to launch on CX Day at the start of October.