IDCXS2022 – International Digital Customer Experience Standard
At the core of the new IDCXS standard is the original 5Ps Service Excellence Model. This was created and developed as part of a study at Brunel University in the UK to identify all the elements within an organisation which impact service quality.
Much has changed since this was originally developed. For one, digital delivery of services and products has been growing exponentially!
When developing the International Digital Customer Experience Standard, we involved many global experts in all aspects of digital delivery. This, paired with 3 years of development, trials, improvements, and a review cycle have resulted in the world's first Digital Customer Experience Standard.
The 5 P's Model
The 5Ps model is accepted globally as the core principle for ensuring customer experience service excellence across any type of organisation. It now provides a brilliantly powerful, fool-proof diagnostic tool for analysing your customer experience systems, processes, communications and much more.
As a result, organisations can drill down to forensic levels of detail, understanding more clearly where improvements can be made.
Having been internationally applied for over 30 years, it can rationalise key factors into several component elements, making performance analysis more manageable for organisations in the private and public sectors.
The additional Measurement of Performance Results also provides a way of monitoring and continuously improving customer experience service excellence