Customer Experience Evaluation (CXE)
Customer Experience Evaluation (CXE)
It’s what we’re known for. And no one does it like us.
CXE uncovers hidden opportunities, delivers actionable insights to build a customer-centric culture, and unlocks your brand’s potential for extraordinary experiences.
A Deep Dive into CXE
In today’s world where luxury is not just a product but an experience, understanding the emotions and sentiments of customers is paramount.
You’ve invested in developing unique customer experiences and in training your client-facing teams. It’s now time to measure effectiveness and if the desired customer experience is being delivered to create the conversion and loyalty you’re aiming for.
Our Customer Experience Evaluation (CXE) Program is not just another mystery shopping initiative; it’s an evolved, nuanced approach specially designed for premium and luxury brands. Rather than a rudimentary check-box exercise, we delve into the depth of customer emotions, understanding their journey with your brand.
Elevate Your Customer Experience with our CXE Program
Unlock insights, enhance delivery, and create lasting impact.
Your CXE Benchmark
Peer Comparison, Revealed
As part of our core offering, we provide your brand with a comprehensive benchmark that measures Customer Experience (CX) against industry standards and peer performance.
As a luxury brand striving for excellence, you need to know where you stand—and with us, you can. Our real-time insights reveal your ranking, track progress, and highlight key dimensions of CX across competitors, geographies, and more.
We provide your brand with a benchmark of key dimensions of CX that enables you to understand your position relative to competitors in your sector, specific geographies, and more. For brands seeking a competitive edge, we offer tailored studies to assess both direct and secondary competitors, ensuring a complete picture of where your brand stands and how you can further achieve CX excellence.
Benchmark Across…
Sectors
From fashion and cosmetics to watches and jewlery, gain granular insights by benchmarking against peers within your specific sector to see how you compare within your industry.
Geographies
Consider geographical nuances in scoring, recognizing that customer ratings can vary significantly between markets like the US and France, and down to certain key retail cities or shopping destinations.
Positioning
Evaluate your brand’s standing and appeal across different market segments, whether high luxury, accessible luxury or premium.
Maximize Impact with Our CXE Program
Identify missed opportunities and best practices with our CXE Program
Our Unique Approach
Real Clients, Real Feedback
Our Evaluators aren’t just any shoppers; they’re part of the exclusive CXG Client-Evaluator community, representing affluent and luxury clients who understand the essence of luxury. Their feedback isn’t generic; it’s from those who truly resonate with your brand’s ethos.
Emotions Over Mere Compliance
While most mystery shopping programs focus on ticking off a list, the CXE program emphasizes on the feelings of customers. How do they feel when interacting with your advisors? What emotions does your brand evoke? These insights truly make you client-centric.
Omnichannel Evaluation
We understand that luxury experiences aren’t limited to in-store visits. Our evaluations span across every individual touchpoint – be it your physical store, call centers, or online platforms; or across your multi-touchpoint journey. This comprehensive approach ensures a 360-degree feedback mechanism for your brand.
Meet Our
Client Evaluators
As luxury sector experts, we partner with luxury customers to gather CX insights through store visits, omnichannel journey assessments, research studies, and more CX data and insights collection initiatives. Our Client Evaluators are the invaluable voices behind our customer insights and VoC programs.
CX Data History
Meet Our Experts
Clement Barthelemy
EVP Measurement Paris Office
Polina Sallee
Head of Sustainability London Office
Thibaut Fromageau
Chief Customer Officer Dubai Office
Pieter Honig
VP of Data Science Dubai Office
Jean Batiste Calais
Regional VP SEA and Oceania Singapore Office
Marie Dubiez
Regional VP Europe Paris Office
Renata Hamou
Global Head of Customer Success Performance Paris Office
Alastair Tocher
Regional VP MEIA Dubai Office
Dabei Lu
Regional VP, Greater China Shanghai & Hong Kong Offices
Yujung Kim
Regional VP South Korea Seoul Office
Yuki Ichinohe
Regional VP Japan Tokyo Office
Jean-Baptiste Calais
Regional VP SEA & Oceania Singapore Office
Richard Spieth
Regional VP Americas New York Office
Reach Out and Transform Your Customer Experience Today!