Customer Centre Stage
Place your customer in the spotlight and instill a customer-first mindset in your team.
Spotlighting your CX Performance
Enable everyone in the organisation to develop a comprehensive understanding of CX performance. Foster a customer-centric approach to every decision and move made.
See how Customer Centre Stage drives the Customer-First Mindset
Boost customer empathy within the team
Increase visibility and keep everyone apprised of customer feedback.
Common understanding of CX performance
Embed the customer-first mindset by having a comprehensive understanding of your CX performance.
Morale-booster for top performers
Acknowledge top performers and ignite the competitive spirit to keep improving.
FAQs
The Customer Centre Stage is designed to improve the visibility of customer feedback to help organisations drive customer-centricity. Strategically displayed on large-screen TVs, it showcases real-time updates on customer experience metrics and feedback, enabling teams to maintain a customer-first mindset.
It is perfect for:
• Leadership teams to drive customer-centricity and increase the visibility of customer feedback.
• Management teams to easily get the attention to focus on addressing at-risk feedback (e.g. red cards)
Most recent feedback cards will be shown on the screen, making feedback visible to every employee. It also shows important key CX metrics in the last 30 days, aligning with everyone about their CX performance and impact (or no impact) recent initiatives are making.
Overall, the Customer Centre Stage supports a customer-first mindset by:
• Acting as a visual reminder: Enable leadership and teams to prioritise customer needs and feedback by keeping customer feedback always visible.
• Highlighting key issues: Helps everyone in the organisation understand urgent and critical issues, such as “red cards” indicating risk areas.
• Fostering alignment: Aligns teams about the impact of new initiatives with key CX performance metrics from the past 30 days, ensuring everyone is on the same page.
Customer Centre Stage shows the following:
• Most recent feedback
• NPS/CSAT score for the last 30 days
• CX drivers
• Leaderboard
Overall, Customer Centre Stage features:
Dynamic Visuals:
• Acts like an “Always on NEWS channel “, constantly displaying real-time metrics and most recent feedback to grab attention.
CX Metrics Dashboard:
• Includes critical metrics such as NPS and CSAT scores, and drivers of customer feedback from the last 30 days.
Leaderboards & Celebrations:
• Celebrate top performers and recognise achievements through the leaderboard.
• Flexible configurations allow customisation to highlight specific metrics or achievements.
Customer Centre Stage shows the main CX metrics—such as NPS, CSAT scores, and drivers of customer feedback—from the last 30 days, making it accessible and visible to all employees. By displaying real-time updates, it aligns everyone around the same data, ensuring that leadership, management, and frontline teams have a unified understanding of CX performance – both areas of success and areas of improvement. The inclusion of visual elements like feedback cards and key metrics fosters shared accountability and helps teams focus on their impact on overall performance.
Customer Centre Stage includes a flexible leaderboard feature that highlights the top 5 performers or teams excelling in CX metrics. This gamified element not only celebrates achievements but also fosters healthy competition and motivation.
By showcasing these accomplishments on a large, visible display, it reinforces a culture of excellence and encourages others to strive for recognition.
Drives customer-centricity:
By making feedback highly visible, it keeps customers’ needs and experiences at the forefront of decision-making.
Improves responsiveness:
Teams can quickly identify and address urgent issues (e.g., “red cards”) or risks, reducing customer churn and improving satisfaction.
Aligns priorities:
Real-time updates and shared metrics ensure that everyone, from leadership to frontline employees, focuses on the same goals and challenges.
Fosters engagement:
Visible feedback keeps employees motivated and connected to the impact of their work on customers.
Enhances accountability:
The transparency of performance metrics and feedback encourages teams to take ownership of their contributions to CX.
By increasing visibility, Customer Centre Stage empowers organisations to act proactively, strengthen their customer focus, and drive continuous improvement.
