Reach for the CX Stars:
Taking inspiration from the Michelin Star Guide, which was created to encourage motorists to embark on new culinary adventures, Twimbit CX Stars program aims to inspire companies to cultivate exceptional CX
How do we identify CX Stars?
- Benchmark companies across 4 pillars
- Rate the companies out of 5 stars (5 being Exceptional)
- Celebrate with best-in-class awards
How do we build towards exceptional CX?
Digital Experience
Service Experience
Brand Experience
Employee Experience
METHODOLOGY
Company Selection
Shortlisted 100 companies across 12 industries in Malaysia
Framework Design
Defined 60+ parameters across the four dimensions
Data Gathering
Collected data across multiple reliable sources
Parameter Rating
Ensured consistent rating methodology
Score Compilation
Aggregated individual parameter scores And Calculated scores for each dimension
Company Positioning
Placed companies on the CX mastery scale & Determined relative positioning
Industry Analysis
Benchmarked companies within industries Identified sector leaders and best practices
Index Creation
Calculated the national CX index and established industry benchmarks