# CX Index: full site text > CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. Founded in Dublin in 2012. This file holds the text of every public page on cxindex.com so AI assistants can read the site in one request. The short index is at https://cxindex.com/llms.txt Last updated: 21 October 2026 --- Page: Voice of the Customer and surveys for Genesys Cloud CX | CX Index URL: https://cxindex.com/ Live on the Genesys AppFoundry # You put AI in front of your customers. Ask them how it went. CX Index runs your customer feedback programme on Genesys Cloud CX. Every answer is linked to the conversation behind it, whether a person or a bot handled it. Book a 30 minute demo See the platform 5.0 from 8 reviews 4.7 On G2, from 12 reviews +500% More survey responses at ATB Financial ## The specialist Voice of the Customer platform for Genesys Cloud CX. Built natively on Genesys Cloud CX. Genesys comes with its own survey module, so the first question buyers ask is what CX Index adds. The comparison below answers it, requirement by requirement. 37 Requirements compared 6 Handled by the native module 31 Added by CX Index Also connects to Salesforce ServiceNow Other leading technologies Compare CX Index with the Genesys native survey ## See the platform. Score, comment and the conversation behind it, held together in one place. Every metric your board asks about, on one screen, with the interaction underneath each number. Every metric NPS, CSAT, FCR, CES and sentiment, side by side. Every comment Read by AI and grouped into the themes behind the score. Every conversation One click from any number to the interaction behind it. Explore the product ### What you get in the first ninety days. - You see what is driving the scores. Canary finds the cause and quotes the customers who said it. - Nobody has to go looking. The feedback, and the problems inside it, reach the right people without anyone opening a dashboard. - Every unhappy customer gets picked up. Cases with an owner if you run case management, alerts to the right person if you do not. - Decisions you can defend. Every number traces back to the interactions and the comments behind it, so finance can check the work. - Hours back every week. AI reads the comments, finds the cause and points at the fix, so nobody spends the week digging. See how Canary gets you there ### Information security, answered before you ask. ISO 27001 certified since 2018, hosted on AWS in the region you choose, and ready for your security review. ISO 27001 Certified since 2018 GDPR Also CASL, LGPD, PIPL Residency Available in 20+ AWS regions Designed to support HIPAA compliance for US healthcare customers. Talk to us about a Business Associate Agreement. Go to the trust centre ### Enterprise programmes our customers keep renewing. 9 of 10 months of CX gains Ahold Delhaize USA 500% more survey responses ATB Financial 33% higher in store NPS SuperValu 375% more survey responses A large UK grocery retailer All case studies ### Built for regulated, high volume contact centres, and beyond them. Retail Ahold Delhaize USA Banking ATB Financial Insurance GNP Seguros, Sedgwick Public sector WMATA Travel CarTrawler BPO Sedgwick, Fexco Beyond the contact centre Stores, branches, web, app and delivery journeys, measured in the same programme as your Genesys interactions. See every sector 5.0 Rated by customers on Gartner Peer Insights, from 8 reviews Read the reviews The world has changed ### Turn your feedback into revenue. Buyers now ask AI which company to choose. Answer engines draw on what customers say about you across the web to decide who gets recommended. OutLoud invites every customer to say it publicly, on the review platforms that matter, in line with the new rules on reviews. That turns feedback into a sales asset. “Which Voice of the Customer platform works best with Genesys Cloud CX?” ChatGPT Claude Gemini The question your next buyer asks. The answer is built from what your customers say. Meet OutLoud ## Canary. The early warning in your customer data. Canary watches your customer feedback and Genesys Cloud CX data around the clock. When something changes, it tells you what happened and why, then starts the fix. Your team hears about the problem before your customers go elsewhere. Meet Canary Tell us what to watch 01 Canary finds it. Always on monitors spot the change nobody was watching for, in any group, queue or channel. 02 Canary explains it. It reads the comments behind the change and writes up the cause in plain English. 03 Canary acts on it. A case, an alert or a callback request straight to an agent in Genesys. Resources ## Guides, case studies and briefs. The latest from the library. Everything else, including the partner portal, is one click away. The most complete VoC for Genesys Cloud CX Platform brochure PDF  ·  6 pages Ahold Delhaize USA Case study PDF  ·  4 pages Designing a VoC programme Design guide PDF  ·  6 pages All resources From the blog ## Asking the awkward questions. Customer experience, AI and the questions nobody else is asking. AI and automation Containment measures the bot. Who is measuring the customer? 4 minute read Strategy Want to stand out in customer experience? Find the blind spots. 2 minute read Programme design How to get higher survey response rates 4 minute read ### Sign up for The Awkward Question. Our newsletter on customer experience, AI and the questions most vendors would rather you did not ask. Read the blog How to buy ## Available through Genesys and the partners you already work with. CX Index reaches the market through Genesys and its partner network. You can buy it through the people who already run your contact centre, and it arrives as part of the estate you already have. How to buy Partner portal ### On the Genesys AppFoundry. Listed on the marketplace and installed from inside Genesys Cloud. No separate stack and no integration project. Visit us on the AppFoundry ### Through your Genesys partner. The partner who implemented your contact centre can sell, deploy and support CX Index alongside it. ### Backed by us directly. Every partner deal gets our demo support, discovery help and the requirement comparison your team will ask for. Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. In our comparison against the Genesys native survey module it supports all 37 requirements, 31 of which the native module covers only partly or not at all. Q: What is CX Index? A: CX Index is a Voice of the Customer platform. It collects customer feedback on every channel, ties each response to the Genesys interaction that caused it, and turns that feedback into cases, reporting and AI powered insight. Q: How is CX Index different from the Genesys native survey module? A: The native survey module stays in place. CX Index adds outbound and callback journeys, surveys on bots and automated interactions, sentiment and themes, case management, AI and full reporting on top of it. Q: Can CX Index measure AI and bots? A: Yes. CX Index scores automated journeys the same way it scores agents, so human, bot and blended interactions sit on one Performance Index and you can show whether your AI investment is working for customers. Q: Does CX Index work with systems other than Genesys? A: Yes. Genesys Cloud CX is the focus, and CX Index also connects to Salesforce, ServiceNow, SAP, Power BI, Tableau, Snowflake and other leading technologies, and to any tool with an API, including through SFTP and Amazon S3. Q: What is Canary? A: Canary is the early warning product from CX Index. It watches your customer feedback and Genesys Cloud CX data around the clock, explains what changed and why, and acts on it inside Genesys. Q: How do I buy CX Index? A: Through the Genesys AppFoundry, through your Genesys partner, or directly from CX Index. Q: Which survey tools work with Genesys Cloud CX? A: Genesys Cloud CX includes its own survey module for post call voice surveys. Specialist Voice of the Customer platforms add to it. CX Index is built natively on Genesys Cloud CX, listed on the Genesys AppFoundry and rated 5.0 on Gartner Peer Insights from 8 reviews and 4.7 on G2 from 12 reviews. It adds outbound and callback journeys, surveys on bots, SMS, WhatsApp, email and web, AI analysis, case management and reporting. Other options include Feebak and Mindful Feedback, formerly Survey Dynamix. See the 37 point comparison and our guide to survey tools for Genesys Cloud CX. Book a demo ## Bring your requirements. Half an hour is enough. Send the Voice of the Customer section of your RFP, or the question your CX team keeps failing to answer. We will show you what Genesys covers and what we add. Last updated 21 October 2026 --- Page: Genesys Cloud surveys and omnichannel customer feedback | CX Index URL: https://cxindex.com/feedback/ Home  /  Platform  /  Feedback Collect # Feedback has never mattered more. You are replacing conversations with automation. Every one of those conversations used to tell you something. CX Index puts the customer's voice back in the room, on the channels they use, while they are still there to answer. Book a 30 minute demo See the whole platform ## Don't leave the customer outside the room. When AI takes over the conversation, the only reliable way to know it is working is to ask the people on the other end. Get that wrong and you find out in your churn numbers, a year too late. 8 channels Asked where the customer already is 500% More survey responses at ATB Financial Real time Alerts the moment a bad score lands One programme Every channel, one set of metrics Why it matters now ## Automation changes what you can see. ### Fewer conversations, less signal. Every contact a bot handles is one your team never hears. Without feedback, the automated part of the journey is invisible. ### Efficiency is easy to measure. Loyalty is harder. Handle time and containment tell you what the machine did. Only the customer can tell you whether it worked for them. ### Relationships break slowly. A customer who gives up on a bot rarely complains. They stop coming back. Feedback is how you catch it early. Channels ## Ask on the channel they are already using. Response rates rise when you ask while the customer is still engaged, on the channel they chose. Voice IVR Outbound IVR SMS WhatsApp Email Chat Website pop up In app pop up Instagram Facebook X Kiosk QR code Bots API and CRM Outbound campaigns What you get ## From the question to the fix. ### Triggered by the interaction Surveys fire from Genesys events and your own systems, so the question arrives while the experience is still fresh. Voice surveys start automatically when the agent hangs up, with no transfer. ### Real time alerts Critical or negative feedback raises an alert immediately, so someone can act while the customer is still listening. ### Close the loop Follow up automatically after a bad score, so customers see their feedback change something. ### A view for every role Frontline teams, supervisors and executives each see the dashboard that matters to them, with gamified scorecards for agents. ### Connected to your systems Genesys, Salesforce, REST API, SFTP and other leading technologies, so feedback flows into the workflows you already run. ### Built for scale High volumes across many markets and languages, with frequency caps and suppression so nobody gets asked too often. Real product screens. Click any screen to open it full size. Explore the platform Step by step guides for Genesys Cloud surveys Questions ## Frequently asked questions. Q: How do I set up a post call survey on Genesys Cloud CX? A: CX Index triggers the survey from the Genesys interaction. The caller can be transferred to an IVR survey at the end of the call, or sent a survey by SMS or email straight afterwards. Every answer is linked to the conversation, the agent and the queue. Q: Can I run an IVR survey on Genesys Cloud CX? A: Yes. Callers answer by keypad or by speech, the transfer happens automatically at the end of the call and customers are selected at random, so agents cannot choose who is surveyed. See our guide to voice and IVR survey design. Q: How do chat surveys work on Genesys Cloud CX? A: The survey appears in the chat window as soon as the conversation ends, or as a link to a short web survey. It works for chats handled by agents and by bots. See our guide to chat survey design. Q: Which channels can CX Index survey customers on? A: Voice and IVR, SMS, WhatsApp, email, chat, web, QR codes and social, all triggered by Genesys interactions or by events from your other systems. Q: Can CX Index start a voice survey automatically when the agent hangs up? A: Yes. On Genesys Cloud CX the caller moves into the survey when the agent disconnects, with no transfer and nothing for the agent to do. Agent transfer, callback, agentless and outbound IVR surveys are available too. Q: Which survey channels does CX Index support? A: Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, X, email, chat, website and in app pop ups, kiosks, QR codes and surveys on bots. Surveys can also be triggered from your CRM or any other system through the API, and sent as outbound campaigns. Q: Does CX Index have agent scorecards? A: Yes. Agents get gamified scorecards, and supervisors and executives each get their own dashboards, with scheduled reports and exports to Power BI, Tableau and Snowflake. Last updated 21 October 2026 See it with your own data ## Put the customer back in the room. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme. Book a demo See the whole platform --- Page: Canary: early warning for your customer data | CX Index URL: https://cxindex.com/canary/ Home  /  Canary Canary # Canary. The early warning in your customer data. Canary watches your customer feedback and Genesys Cloud CX data around the clock. When something moves, it finds the cause and acts on it inside Genesys. Your team hears about the problem before your customers go elsewhere. See what it watches Talk to us ## Canary finds it. Canary explains it. Canary acts on it. The next generation of Voice of the Customer. Canary goes looking, so nobody has to open a dashboard and hope they are looking in the right place. Always on Watching every programme, around the clock Explains why The cause, in your customers' own words Acts in Genesys Cases, alerts and callback requests Built to order Your monitors, running alongside ours The problem ## The expensive problems are the ones nobody thought to check. Most organisations collect more customer feedback than anyone has time to read. The usual answer is a dashboard. Someone opens it, filters, drills down and hopes they are looking in the right place. That works for the questions you already know to ask. It misses the customer group that starts to drift away while everyone is watching the headline number. Dashboards answer the questions you ask. Canary answers the ones you didn't think to. How Canary works ## Watch. Explain. Act. Three steps, running continuously across your CX Index and Genesys Cloud CX data. 01 Watch ### It spots the change. Canary runs a set of monitors across your data. Each one looks for a specific change, such as a customer group becoming less happy or a queue picking up negative sentiment. 02 Explain ### It finds the cause. When a monitor fires, Canary reads the customer comments behind the change, works out what is driving it and writes it up in plain English, with the customers' own words as evidence. 03 Act ### It starts the fix. Canary can open a case, alert the right person or send a callback request straight to an agent in Genesys. Everything it finds lands on your Canary dashboard and can go out by email. See it in action ## The finding arrived before anyone went looking. In our demo, satisfaction among customers aged 65 and over started to slip. Nobody was watching that group, and the headline score barely moved. Canary spotted the drop, read what those customers were saying and came back with the reason, backed by their own words. From there it can open a case and send a callback request to an agent in Genesys. Nobody searched. The answer came to the team. What it watches ## If it is in the data, Canary can watch for it. ### A drop for one group Satisfaction falling for a customer group, region or product while the overall score looks fine. ### Rising negative sentiment A queue or channel picking up frustration before it shows in the scores. ### A customer you cannot lose A low score from a high value customer, flagged the moment it lands. ### Scores out of line Customer scores moving against agent performance data pulled from another system. ### Automation drifting Customers on automated journeys scoring lower than the ones who reached an agent. ### Anything you can define Tell us what matters to your business and Canary will watch for it. Out of the box, or built to order ## Ready on day one. Built to order when you need it. Out of the box ### A library of monitors, working from the moment it is switched on. No setup project and no rules to write. Canary starts watching the changes that matter to most contact centres straight away. Built to order ### Your monitors, running alongside ours. If your business needs something specific, we build it for you. That includes connecting to other systems through their APIs, such as agent performance data, and checking it against your customer scores. Next generation Voice of the Customer ## For twenty years, VoC has meant reporting what customers said. Someone still had to read the reports, spot the pattern and decide what to do. Canary does that work for you. It finds the issue, explains it and starts the fix, so your team spends its time acting on problems. CX Index is built natively on Genesys, so Canary acts inside the platform your team already uses. No new system to learn, and the actions it takes land in the same queues and workflows your agents work from every day. Genesys Cloud CX tells you what happened in your contact centre. Canary adds how your customers felt about it, and why. Available to CX Index customers on Genesys Cloud CX. Explore the platform Questions ## Frequently asked questions. Q: What is Canary? A: Canary is the early warning in your customer data. It watches your CX Index and Genesys Cloud CX data around the clock, explains what changed and why, and acts on it inside Genesys by opening a case, alerting the right person or sending a callback request to an agent. Q: Is Canary an AI agent? A: Partly. Detection uses rules and statistics, because that is what works best for spotting change reliably. The investigation is where AI does the work: Canary decides what to read, reasons about the cause and reports back. Q: What can Canary watch for? A: A drop in satisfaction for one customer group, region or product, rising negative sentiment on a queue or channel, a low score from a high value customer, scores moving out of line with agent performance data, and anything else you can define in the data. Q: Does Canary replace case management? A: It can. Canary can open cases from any condition you choose, including the low score triggers you use today. Q: Who can use Canary? A: Canary is available to CX Index customers on Genesys Cloud CX. Canary ## Hear it first. We are working closely with a small group of organisations to shape what Canary watches for next. Tell us what you would want it watching, and we will show you it running on your own data. Book a demo Talk to us --- Page: VoC platform for Genesys Cloud CX | CX Index URL: https://cxindex.com/platform/ Home  /  Platform # The whole Voice of the Customer programme, on one platform. Collect feedback on every channel, understand it at contact centre scale, act on it inside Genesys Cloud CX, and govern all of it to ISO 27001. Book a 30 minute demo Compare with Genesys native Signal, clarity, outcome ## Four stages. Every one of them in the same place. Pick a stage, or read straight through. Each section shows the real product, and every screenshot opens full size. 01  Signal ### Collect 02  Clarity ### Understand 03  Outcome ### Act 04  Trust ### Govern 01 Collect ## Ask the right question on the right channel. Build surveys with conditional logic and dynamic paths, then send them by email, SMS, IVR, web, WhatsApp, chat or social, triggered by the interaction that just happened. Multiple question types Conditional display logic Dynamic survey paths Customer specific experiences Scheduling and activation periods Delivery windows Invitation limits and delays Trigger based distribution More on feedback and channels 01 Collect ## Plugs into the systems you already run. Genesys and Salesforce out of the box, with REST API, CSV, SFTP, manual triggering and custom integrations for everything else. Genesys Salesforce REST API CSV SFTP Manual triggering Custom integrations 01 Collect ## Hear from your own people too. Employee, manager and internal user surveys with their own audiences, notifications and reporting, kept apart from customer data. Dedicated survey configuration Internal audience targeting Notification management Separate reporting More on employee experience 02 Understand ## Every metric the board asks about, and the ones it will. NPS, CSAT, CES, FCR and sentiment as standard. Custom metrics built from business rules, formulas and data from other sources, calculated live. NPS CSAT CES FCR Sentiment Custom metrics Business rules and formulas 02 Understand ## Read every comment, at contact centre volume. Sentiment, keyword detection and topic categorisation across survey comments, chat conversations and voice interactions, with categories you configure yourself. Sentiment analysis Keyword detection Topic categorisation Custom categories Comments, chat and voice More on NLP and sentiment 02 Understand ## AI on your terms. Choose your LLM provider or bring your own. Custom prompts and personas, permissioned data access, token monitoring and a full prompt audit log, so AI gets approved by the people who have to approve it. Multiple LLM providers Bring your own AI Custom prompts Personas Permissioned data access Token monitoring Prompt audit logs AI tools management More on AI 02 Understand ## Rank anything against anything. Dedicated dashboards for every part of the programme, with filtering, trends, date summaries, data tables and exports. Rank any metric by agent, survey, team or any attribute you hold. Metrics Responses Participation and response rates Case management NLP Social listening User activity Rank by agent, team or attribute 03 Act ## Every unhappy customer gets an owner. Cases open automatically when your rules are met, with escalation paths, statuses, reason codes and a follow up survey to the agent who handled it. Case creation rules Escalation workflows Status management Reason codes Agent follow up surveys More on case management 03 Act ## Reports that arrive where people already work. PDF, Excel, CSV or PowerPoint, delivered by email, SFTP or Amazon S3, built from templates, from your own SQL, or generated by AI. PDF Excel CSV PowerPoint Email SFTP Amazon S3 Templates, SQL or AI More on reporting 03 Act ## OutLoud. Turn feedback into public reviews. Every eligible customer is invited to share their experience on the review platforms you choose, at the same point, whatever they scored. Low scores also trigger a recovery track. Answer engines draw on reviews when they recommend a company, so this matters more every year. Every customer invited Recovery track for low scores Rules by country More on OutLoud 03 Act ## Hear the conversations that never reach a survey. Monitor keywords, hashtags and brand mentions across social channels, then analyse and respond from the same place. Keywords Hashtags Brand mentions Direct interaction More on social listening 04 Govern ## Enterprise ready by default. ISO 27001 certified since 2018. Role based access, granular permissions, self managed anonymisation rules, AI access controls, a full audit trail, secure integration and audience exclusion lists. ISO 27001 Role based access Granular permissions Self managed anonymisation AI access controls Audit trail Secure API and SFTP Exclusion lists Visit the trust centre 04 Govern ## Your brand on every survey and dashboard. Logos, colours, survey appearance and dashboard branding, set once and applied everywhere. Logos Colours Survey appearance Dashboard branding Questions ## Frequently asked questions. Q: Which channels can CX Index survey customers on? A: Voice IVR, SMS, WhatsApp, email, chat, web pop ups, X and Facebook, triggered by Genesys interaction events or your own systems. Q: Which metrics does CX Index measure? A: NPS, CSAT, CES, first contact resolution and sentiment as standard, plus custom metrics built from business rules, formulas and data from other sources. Q: Can we use our own AI model with CX Index? A: Yes. You can choose from multiple LLM providers or bring your own model, with custom prompts, permissioned data access, token monitoring and a full prompt audit log. Q: Does CX Index include case management? A: Yes. Cases open automatically when your rules are met, with owners, statuses, reason codes, escalation paths and AI summaries of the conversation. Last updated 21 October 2026 See it with your own data ## Half an hour, on your journeys, in your Genesys estate. This page shows the main capabilities. For integrations, deployment options, security detail or a specific use case, we will walk you through it live. Book a demo Back to the homepage --- Page: Genesys Cloud survey vs CX Index: 37 requirements | CX Index URL: https://cxindex.com/genesys-voc-comparison/ Home  /  Capability matrix # What CX Index adds to the Genesys survey module, requirement by requirement. The Genesys Cloud survey module stays exactly where it is. This page shows what CX Index adds around it, in the language a buying committee uses. Scoped to survey and Voice of the Customer functionality only. Genesys Cloud is a leading CX and AI platform, which is why we build on it. 37 Requirements compared 6 Handled by the native survey module 31 Added by CX Index on top of it Everything Collection Insight and action Data, AI and delivery Search requirements | | Requirement | Genesys native survey | CX Index | What it adds ## How this was scoped. ### What the comparison covers CX Index platform, live dashboard, partner portal and onboarding materials, set against published Genesys Cloud customer survey documentation. It is not a comparison with Genesys Cloud as a contact centre platform, which is a far broader product. ### What not native means That the capability is not a standard function of the Genesys customer survey module. The wider platform can often be extended through Architect, triggers, APIs, data actions, the AppFoundry or custom development. This compares native capability with a supported, purpose built operating model. ## Check it yourself. Every claim in the Genesys column comes from public Genesys documentation. The links go straight to the source. About customer surveys Survey form questions Web survey policies Voice survey flows Post flow action Surveys performance detail Questions ## Frequently asked questions. Q: What is the best survey tool for Genesys Cloud CX? A: It depends on what your programme needs. The native survey module handles post call voice surveys. If you also need outbound journeys, surveys on bots, SMS and WhatsApp, sentiment, case management and reporting, CX Index is the specialist Voice of the Customer platform built natively on Genesys Cloud CX, rated 5.0 on Gartner Peer Insights from 8 reviews and 4.7 on G2 from 12 reviews. Q: What does the Genesys Cloud native survey module do? A: It handles post call voice surveys well and covers 6 of the 37 Voice of the Customer requirements in our comparison natively. Q: Does CX Index replace the Genesys native survey module? A: No. Your Genesys policies, forms and views stay where they are. CX Index builds the rest of the programme around them. Q: Which requirements does CX Index add? A: Among others: outbound and callback journeys, bot and automated interaction surveys, SMS, WhatsApp and social channels, sentiment and themes, case management, alerts and escalation, BI exports, SQL access and bring your own AI. ## Bring your own requirements and we will go through them. Send the Voice of the Customer section of your RFP. We will mark it up against this matrix and show you which rows matter for your estate. Book a 30 minute demo Back to the homepage Keep reading Last updated 21 October 2026 --- Page: Survey tools for Genesys Cloud CX compared | CX Index URL: https://cxindex.com/genesys-cloud-survey-tools/ Home  /  Survey tools for Genesys Cloud CX Buyer's guide # Survey and Voice of the Customer tools for Genesys Cloud CX. There are three kinds of survey tool: the surveys built into Genesys, specialist apps from the Genesys AppFoundry and enterprise experience platforms that integrate with Genesys. Conversation analytics products work alongside them and analyse what was said. This guide sets out the main ones, what each suits and the questions to ask in a demo. Book a 30 minute demo See the Genesys comparison ## We make CX Index. Read this guide with that in mind. Every statement about another product links to that company's own material, and each option gets the same treatment. 7 Options compared 4 Kinds of tool 6 Questions to ask Reviewed 21 October 2026 The options ## The main survey and Voice of the Customer tools for Genesys Cloud CX. | | Option | What it is | Suits | Watch for | Compare | Genesys native surveys | Web surveys and post call voice surveys built into Genesys Cloud CX. [1] | Teams that want a basic CSAT or NPS score and have Architect skills in house. | Voice surveys come with Genesys Cloud CX 3 and CX 4, or CX 1 and CX 2 with the WEM add on. [12] Results are viewed in Genesys quality views, and we found no built in analysis of comments described. [1] | 37 requirements compared | CX Index | The specialist Voice of the Customer platform for Genesys Cloud CX, also used beyond the contact centre by leading retailers around the world. Surveys, AI analysis, case management, reporting and the Canary early warning in one platform. | Contact centres on Genesys, and retailers measuring stores, web, app and deliveries in the same programme. | Built around Genesys Cloud CX. If Genesys is not your main contact centre platform, ask how the integration works for yours. | This site | Feebak VOC | A survey product built natively for Genesys Cloud. Conversation analysis and case management are separate Feebak products. [2] [9] | Genesys teams that want several tools from one vendor. | No early warning or bot scoring described for Feebak VOC. No customers named on its VOC page. | CX Index and Feebak VOC | Mindful Feedback | Post call surveys across several contact centre platforms. Formerly Survey Dynamix, now part of Medallia. [3] [4] [10] | Companies already buying from Medallia. | Analysis centres on keywords and sentiment. No early warning described. | CX Index and Mindful Feedback | Sixbell VOC Analytics | Generative AI analysis of speech and text conversations for customer experience, quality and sales, from a Latin American Genesys partner. It analyses conversations rather than running surveys. [8] | Teams that want every recorded conversation categorised, with a local services team in Latin America. | No customer surveys described in VOC Analytics, so it measures what was said rather than what the customer thought of it. | CX Index and Sixbell | Qualtrics | A broad experience management platform with a Genesys Cloud integration. [5] | Organisations with in house Qualtrics expertise, or a professional services engagement to build the Genesys integration. | The Genesys integration is set up with Genesys data actions, an OAuth client and a Qualtrics API token, so plan for technical owners. [11] | CX Index and Qualtrics | Medallia | An enterprise experience management platform that brings together feedback from online, in person, contact centre and chat. [6] Medallia also owns Mindful, which makes Mindful Feedback. [10] | Organisations comfortable with a professional services engagement and a slower, more considered rollout. | Contact centre feedback on Genesys comes through Mindful Feedback, a separate product. [3] [10] | CX Index and Medallia Other survey apps are listed on the Genesys AppFoundry. Numbers in square brackets refer to the sources below. In the demo ## Six questions to ask every vendor. ### How does the voice survey start? Ask them to show a voice survey that starts when the agent hangs up, with no transfer and no button. If the agent decides who gets surveyed, the scores drift towards happy customers. ### What arrives with each answer? Every response should carry the agent, queue, wrap up code and interaction ID. Without them you can score the contact centre but you cannot fix it. ### Who reads the comments? Ask how comments are analysed and whether the tool explains why a score moved. A sentiment label on its own tells you very little. ### What happens to an unhappy customer? Look for cases with an owner, alerts to the right person and a callback inside Genesys. A low score nobody acts on is wasted. ### Can it score your bots? If you run virtual agents, ask whether bot conversations are surveyed and scored on the same scale as agents. ### Who supports the Genesys integration? Find out who fixes it when Genesys changes. Some vendors leave custom integration code to you. How to decide ## A quick way to choose. If you already run Qualtrics or Medallia across the business, start there and check how much of the Genesys integration you will need to build and support yourself. If the contact centre is where most of your feedback comes from, shortlist the specialists and demo them side by side on your own journeys. Voice handling, what arrives with each answer and what happens after a low score will separate them faster than any feature list. If you only need a score, start with the Genesys native surveys and move on when you need to know why the score moved. Sources ## Where the information comes from. - Genesys Cloud Resource Center: About customer surveys - Feebak: Voice of the Customer - Mindful: Mindful Feedback for contact centres - Mindful: Survey Dynamix renamed to Mindful Feedback - Qualtrics Marketplace: Genesys Cloud integration - Medallia: Customer Experience - Genesys AppFoundry: customer engagement apps - Sixbell VOC Analytics on the Genesys AppFoundry - Feebak: home page and products - Medallia: Medallia acquires Mindful, August 2022 - Qualtrics support: Integrating with Genesys - Genesys Cloud Resource Center: Voice surveys FAQ Last reviewed 21 October 2026. Product names are trademarks of their owners. If anything here is out of date, tell us and we will correct it. Keep reading See it with your own data ## See CX Index on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for Genesys Cloud CX? A: It depends on where your feedback comes from. For programmes centred on a Genesys contact centre, CX Index is the specialist option: built natively on Genesys, listed on the Genesys AppFoundry and rated 5.0 on Gartner Peer Insights from 8 reviews and 4.7 on G2 from 12 reviews. Organisations running customer, employee and market research on one platform often choose Qualtrics or Medallia. Q: What survey apps work with Genesys Cloud CX? A: Genesys Cloud CX includes its own web and voice surveys. Specialist apps on the Genesys AppFoundry include CX Index, Feebak and Mindful Feedback, formerly Survey Dynamix. Qualtrics and Medallia also integrate with Genesys Cloud CX. Q: Which tools start a voice survey automatically when the agent hangs up? A: CX Index, Feebak and Mindful Feedback all say their voice surveys start automatically when the call ends, with no agent transfer. With the Genesys native surveys this is set up in Architect. Q: Is Sixbell VOC Analytics a survey tool? A: Not on its own. Sixbell describes VOC Analytics as generative AI analysis of speech and text conversations, so it works alongside survey tools rather than replacing them. Q: Is Survey Dynamix still available? A: Survey Dynamix is now Mindful Feedback. Mindful acquired it in October 2021 and renamed it in March 2022, and Mindful is now owned by Medallia. Q: Can Genesys Cloud CX run post call surveys on its own? A: Yes. Genesys Cloud CX includes web surveys and post call voice surveys. Specialist tools add analysis of the comments, case management, reporting and surveys on more channels. --- Page: Feebak VOC alternative for Genesys Cloud CX | CX Index URL: https://cxindex.com/cx-index-vs-feebak/ Home  /  Compare  /  Feebak VOC Compare  ·  Feebak VOC # CX Index and Feebak VOC on Genesys Cloud CX, compared. Feebak VOC and CX Index both run Voice of the Customer surveys on Genesys Cloud CX, and both start voice surveys automatically when the agent hangs up. The differences are in what happens after the answer comes in. This is how the two compare, from each company's own published material. Book a 30 minute demo See the Genesys comparison ## A fair comparison, with sources. Every statement about Feebak VOC below comes from its own published material, linked at the bottom of this page. Specialist Both focus on Genesys Cloud CX Sourced Every claim about Feebak VOC is linked Reviewed Last reviewed 21 October 2026 Fair Where each one suits best Side by side ## How CX Index and Feebak VOC work with Genesys Cloud CX. | | | CX Index | Feebak VOC | Focus | The specialist Voice of the Customer platform for Genesys Cloud CX, with connections to Salesforce, ServiceNow, SAP and other leading technologies. Voice of the Customer is the whole business. | Feebak's survey product, described as built natively for Genesys Cloud. [1] Conversation analysis and case management are separate Feebak products, and Feebak also sells Orbit, which manages Genesys Cloud configuration and migrations rather than customer feedback. [2] | Voice surveys | The survey starts automatically when the agent hangs up, with no transfer. Agent transfer, callback, agentless and outbound IVR surveys are available too, along with outbound survey campaigns. | Triggers surveys automatically on agent call disconnect, without agent transfers. Also supports agentless inbound voice and outbound IVR. [3] | Channels | Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop up surveys, kiosks, QR codes and surveys on bots and automated journeys. | Voice, outbound IVR, messaging and chat, email, web forms, WhatsApp, Instagram, Facebook, survey kiosks and API. [3] | Interaction data on each response | Every response carries the agent, queue, wrap up code, IVR path, DNIS and custom attributes of the interaction behind it. Surveys can also be triggered from your CRM or any other system through the API, with frequency caps and suppression so nobody is asked too often. | Surveys can be triggered by customer context, queue, agent, channel or events such as a CRM ticket closing. [3] | AI analysis | Large language model analysis of every comment for sentiment, intent and topics. Choose your LLM provider or bring your own model. | AI driven sentiment analysis that summarises scores, feedback trends and frequently mentioned topics. [3] Conversation analysis is a separate product, Feebak Pulse. [2] | Early warning | Canary watches feedback and Genesys data around the clock, finds what changed, explains why in plain English and starts the fix inside Genesys. | Not described on the Feebak VOC page or its AppFoundry listing. [1] [3] | Bots and AI journeys | The Performance Index scores agents, bots and blended journeys on one scale, so you can see whether your AI is working for customers. | Not described on the Feebak VOC page or its AppFoundry listing. [1] [3] | Closing the loop | AI assisted case management, alerts to the right person and callback requests sent straight to an agent in Genesys. | Low scores trigger escalations and supervisor alerts, complaints can become cases and CRM records can update automatically. [1] Case management is a separate product, Feebak Resolve. [2] | Reporting | Gamified agent scorecards, scheduled reports for executives, clients and analysts, and exports to Power BI, Tableau and Snowflake. | Real time and historical dashboards, gamified agent scoreboards, scheduled reports, mobile dashboards and BI integration APIs. [3] | Beyond the contact centre | Used beyond the contact centre by leading retailers around the world. Website and in app pop up surveys, in store kiosks and QR codes, surveys for loyalty card customers and for delivery drivers, survey and appointment scheduling with reminders, social listening in over 100 languages, employee experience surveys and OutLoud review invitations. | Feedback from physical locations, websites and kiosks. [3] | Security | ISO 27001 certified since 2018. Hosted on AWS in more than 20 regions. Supports GDPR, CASL, LGPD and PIPL. Designed to support HIPAA compliance, with a Business Associate Agreement available. | Lists ISO 27001, ISO 27017, SOC 2, GDPR and HIPAA on its VOC page. [1] | Genesys partnership | Built natively on Genesys Cloud CX and listed on the Genesys AppFoundry. | Listed on the Genesys AppFoundry. [3] | Customers and ratings | Named customers including WMATA, Coca-Cola Europacific Partners and Ahold Delhaize. Rated 5.0 on gartner peer insights from 8 reviews and 4.7 on g2 from 12 reviews. | No customers are named on the Feebak VOC page, which refers to leading organisations without naming them. [1] Numbers in square brackets refer to the sources below. "Not described" means we could not find it in the material listed, which may not cover everything the product does. Which one fits ## Where each one suits best. ### When Feebak VOC may suit you better Your procurement team requires SOC 2 or ISO 27017 from every supplier, as well as ISO 27001. ### When CX Index may suit you better You want AI that finds what changed and explains why, scores for bots as well as agents, case management and reporting in one product, and feedback from stores, websites, apps and deliveries in the same programme. Named enterprise references and independent ratings matter to your procurement team. ### When you are not sure Send us the Voice of the Customer section of your RFP. We will go through it with you, row by row, and tell you honestly where we fit. Sources ## Where the information comes from. - Feebak VOC: Voice of the Customer page - Feebak: home page, product list - Feebak VOC on the Genesys AppFoundry Last reviewed 21 October 2026. Information about Feebak VOC is taken from its public material on that date and may have changed since. Feebak VOC is a trademark of its owner. If anything here is out of date, tell us and we will correct it. Keep reading See it with your own data ## See CX Index on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: What is the best Feebak VOC alternative for Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry and rated 5.0 on Gartner Peer Insights from 8 reviews and 4.7 on G2 from 12 reviews. Both products start voice surveys automatically. CX Index adds Canary, an early warning that explains what changed in your customer data, and a Performance Index that scores bots and agents on one scale. Q: What is the difference between CX Index and Feebak VOC? A: Both run surveys on Genesys Cloud CX across voice and digital channels. Feebak sells conversation analysis and case management as products separate from Feebak VOC. CX Index puts surveys, AI analysis, case management, reporting and the Canary early warning in one platform, and adds social listening, employee experience and review invitations. Q: Does Feebak VOC start voice surveys automatically? A: Yes. Feebak says its surveys trigger automatically on agent call disconnect, without agent transfers. CX Index does the same, and also offers agent transfer and callback surveys. Q: Can I switch from Feebak VOC to CX Index? A: Yes. We can take your existing surveys and questions as the starting point, so your trend lines continue, and run the new programme alongside your Genesys build. --- Page: Survey Dynamix and Mindful Feedback alternative | CX Index URL: https://cxindex.com/cx-index-vs-mindful-feedback/ Home  /  Compare  /  Mindful Feedback Compare  ·  Mindful Feedback # CX Index and Mindful Feedback on Genesys Cloud CX, compared. Mindful Feedback was called Survey Dynamix until 2022. Mindful bought it, and Mindful is now owned by Medallia. It runs post call surveys across several contact centre platforms, Genesys Cloud among them. CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. This is how the two compare, from each company's own published material. Book a 30 minute demo See the Genesys comparison ## A fair comparison, with sources. Every statement about Mindful Feedback below comes from its own published material, linked at the bottom of this page. Specialist CX Index focuses on Genesys Cloud CX Sourced Every claim about Mindful is linked Reviewed Last reviewed 21 October 2026 Fair Where each one suits best Side by side ## How CX Index and Mindful Feedback work with Genesys Cloud CX. | | | CX Index | Mindful Feedback | Focus | The specialist Voice of the Customer platform for Genesys Cloud CX, with connections to Salesforce, ServiceNow, SAP and other leading technologies. | A post interaction survey product for contact centres. It works with Genesys Cloud, Amazon Connect, Twilio Flex, Five9, Avaya and Talkdesk. [1] | Ownership and history | CX Index has run Voice of the Customer programmes since 2012, as an independent company headquartered in Dublin. | Formerly Survey Dynamix. Mindful acquired Survey Dynamix in October 2021 and renamed it Mindful Feedback in March 2022. [2] Mindful is owned by Medallia. [3] | Voice surveys | The survey starts automatically when the agent hangs up, with no transfer. Agent transfer, callback, agentless and outbound IVR surveys are available too, along with outbound survey campaigns. | Maps the End Call function to send the customer into a survey after the call, with no agent involvement. [4] | Channels | Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop up surveys, kiosks, QR codes and surveys on bots and automated journeys. | Voice, SMS, email, chat, outbound IVR and web. [1] [4] | Interaction data on each response | Every response carries the agent, queue, wrap up code, IVR path, DNIS and custom attributes of the interaction behind it. Surveys can also be triggered from your CRM or any other system through the API, with frequency caps and suppression so nobody is asked too often. | Personalises surveys with agent, queue, wrap up, sentiment, product and call duration from the interaction. [4] | AI analysis | Large language model analysis of every comment for sentiment, intent and topics. Choose your LLM provider or bring your own model. | A keyword library flags terms, and machine learning scores positive or negative sentiment. [4] | Early warning | Canary watches feedback and Genesys data around the clock, finds what changed, explains why in plain English and starts the fix inside Genesys. | Not described in the material we reviewed. | Bots and AI journeys | The Performance Index scores agents, bots and blended journeys on one scale, so you can see whether your AI is working for customers. | Not described in the material we reviewed. | Closing the loop | AI assisted case management, alerts to the right person and callback requests sent straight to an agent in Genesys. | Instant alerts to Slack, Microsoft Teams or email, and integration with Salesforce. [4] | Reporting | Gamified agent scorecards, scheduled reports for executives, clients and analysts, and exports to Power BI, Tableau and Snowflake. | Role based dashboards for agents, supervisors and managers, plus scheduled reports. [1] [4] | Beyond the contact centre | Used beyond the contact centre by leading retailers around the world. Website and in app pop up surveys, in store kiosks and QR codes, surveys for loyalty card customers and for delivery drivers, survey and appointment scheduling with reminders, social listening in over 100 languages, employee experience surveys and OutLoud review invitations. | Not described in the material we reviewed. | Languages | Surveys run in the languages your customers use, and social listening covers over 100 languages. | Support for more than 120 languages, according to its AppFoundry listing. [4] | How to buy | Through the Genesys AppFoundry, your Genesys partner or directly from CX Index. | A Premium Client on the Genesys AppFoundry, billed through your Genesys Cloud contract. [4] Also sold through the AWS, Twilio and Five9 marketplaces. [1] Numbers in square brackets refer to the sources below. "Not described" means we could not find it in the material listed, which may not cover everything the product does. Which one fits ## Where each one suits best. ### When Mindful Feedback may suit you better You already buy from Medallia, or you need surveys in more than 120 languages. ### When CX Index may suit you better Your contact centre runs on Genesys Cloud CX and you want more than surveys: AI that explains what changed, scores for bots as well as agents, case management and feedback beyond the contact centre, from an independent specialist. ### When you are not sure Send us the Voice of the Customer section of your RFP. We will go through it with you, row by row, and tell you honestly where we fit. Sources ## Where the information comes from. - Mindful: Mindful Feedback for contact centres - Mindful: Survey Dynamix renamed to Mindful Feedback, March 2022 - Medallia: Medallia acquires Mindful, August 2022 - Mindful Feedback on the Genesys AppFoundry - Medallia documentation: Mindful Feedback with Genesys Cloud Last reviewed 21 October 2026. Information about Mindful Feedback is taken from its public material on that date and may have changed since. Mindful Feedback is a trademark of its owner. If anything here is out of date, tell us and we will correct it. Keep reading See it with your own data ## See CX Index on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: What happened to Survey Dynamix? A: Mindful acquired Survey Dynamix in October 2021 and renamed it Mindful Feedback in March 2022. Mindful is now owned by Medallia. The Survey Dynamix website now points visitors to Mindful. Q: Is Mindful Feedback part of Medallia? A: Yes. Mindful, which makes Mindful Feedback, is owned by Medallia. Medallia agreed to buy Mindful in July 2022 and completed the acquisition in August 2022. Q: What is the best Survey Dynamix alternative for Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry and rated 5.0 on Gartner Peer Insights from 8 reviews and 4.7 on G2 from 12 reviews. Like Mindful Feedback, it starts voice surveys automatically when the agent hangs up. It adds Canary, an early warning that explains what changed, and AI analysis of every comment. Q: Can I switch from Mindful Feedback to CX Index? A: Yes. We can take your existing surveys and questions as the starting point, so your trend lines continue, and run the new programme alongside your Genesys build. --- Page: Sixbell VOC Analytics alternative for Genesys Cloud CX | CX Index URL: https://cxindex.com/cx-index-vs-sixbell/ Home  /  Compare  /  Sixbell Compare  ·  Sixbell # CX Index and Sixbell VOC Analytics on Genesys Cloud CX, compared. Sixbell VOC Analytics uses generative AI to analyse speech and text conversations on Genesys Cloud. CX Index asks customers what they thought and links every answer to the conversation behind it. They answer different questions, and some teams use both. This is how the two compare, from each company's own published material. Book a 30 minute demo See the Genesys comparison ## A fair comparison, with sources. Every statement about Sixbell below comes from its own published material, linked at the bottom of this page. Different jobs Surveys and conversation analytics Sourced Every claim about Sixbell is linked Reviewed Last reviewed 21 October 2026 Fair Where each one suits best Side by side ## How CX Index and Sixbell work with Genesys Cloud CX. | | | CX Index | Sixbell | Focus | The specialist Voice of the Customer platform for Genesys Cloud CX, with connections to Salesforce, ServiceNow, SAP and other leading technologies. | Conversation analytics built for Genesys Cloud, from Sixbell, a customer experience company with offices in Chile, Mexico, Peru and Colombia. [1] [3] | What it analyses | Survey answers and comments, call and chat transcripts and social posts, each linked to the Genesys interaction behind it. | Speech and text conversations, with every interaction analysed and no sampling. [1] [2] | Customer surveys | The survey starts automatically when the agent hangs up, with no transfer. Agent transfer, callback, agentless and outbound IVR surveys are available too, along with outbound survey campaigns. Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop up surveys, kiosks, QR codes and surveys on bots and automated journeys. | Not described for VOC Analytics, which analyses conversations rather than asking customers for feedback. [1] [2] | AI analysis | Large language model analysis of every comment for sentiment, intent and topics. Choose your LLM provider or bring your own model. | Generative AI categorises every conversation and identifies contact reasons, emotions and friction points. [1] [2] | Uses | Voice of the Customer, closing the loop with unhappy customers and scoring agents, bots and blended journeys. | Customer experience and quality automation, plus sales and collections. [1] | Spotting change | Canary watches feedback and Genesys data around the clock, finds what changed, explains why in plain English and starts the fix inside Genesys. | Automated quality monitoring with smart dashboards and early deviation detection. [2] Sixbell says it detects breaks in the experience before they escalate. [4] | Closing the loop | AI assisted case management, alerts to the right person and callback requests sent straight to an agent in Genesys. | Not described in the material we reviewed. | Services | Guided onboarding that runs alongside your Genesys build, with no custom integration code to write. | VOC Gestionado, a service layer with consulting, customisation and continuous improvement programmes. [1] | How to buy | Through the Genesys AppFoundry, your Genesys partner or directly from CX Index. | Genesys AppFoundry, and contract pricing in usage units on 1 or 12 month terms, published on AWS Marketplace. [1] [2] Numbers in square brackets refer to the sources below. "Not described" means we could not find it in the material listed, which may not cover everything the product does. Which one fits ## Where each one suits best. ### When Sixbell may suit you better You want every recorded conversation categorised for quality, sales and collections, with a local services team in Latin America to run it. ### When CX Index may suit you better You want to hear from customers directly, link every answer to the Genesys interaction and act on unhappy customers, with an early warning that explains what changed. ### When you are not sure Send us the Voice of the Customer section of your RFP. We will go through it with you, row by row, and tell you honestly where we fit. Sources ## Where the information comes from. - Sixbell VOC Analytics on the Genesys AppFoundry - Sixbell VOC Analytics on AWS Marketplace - Sixbell: home page, offices and partners - Sixbell: solutions Last reviewed 21 October 2026. Information about Sixbell is taken from its public material on that date and may have changed since. Sixbell is a trademark of its owner. If anything here is out of date, tell us and we will correct it. Keep reading See it with your own data ## See CX Index on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Is Sixbell VOC Analytics a survey tool? A: Not on its own. Sixbell describes VOC Analytics as generative AI analysis of speech and text conversations for customer experience, quality and sales, and the material we reviewed does not describe surveys in it. CX Index runs surveys on Genesys Cloud CX and also analyses call and chat transcripts alongside survey comments. Q: What is the difference between conversation analytics and Voice of the Customer surveys? A: Conversation analytics tells you what was said in the call or chat. A survey tells you what the customer thought of it afterwards. Many contact centres use both, because a calm conversation can still leave a customer unhappy. Q: Can CX Index analyse conversations as well as surveys? A: Yes. CX Index analyses call and chat transcripts alongside survey comments and social posts, with large language models for sentiment, intent and topics. --- Page: Qualtrics alternative for Genesys Cloud CX | CX Index URL: https://cxindex.com/cx-index-vs-qualtrics/ Home  /  Compare  /  Qualtrics Compare  ·  Qualtrics # CX Index and Qualtrics on Genesys Cloud CX, compared. Qualtrics is a broad experience management platform used across customer, employee and market research. CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. If your feedback programme runs mainly through a Genesys contact centre, this is how the two compare. Book a 30 minute demo See the Genesys comparison ## A fair comparison, with sources. Every statement about Qualtrics below comes from its own published material, linked at the bottom of this page. Specialist CX Index focuses on Genesys Cloud CX Sourced Every claim about Qualtrics is linked Reviewed Last reviewed 21 October 2026 Fair Where each one suits best Side by side ## How CX Index and Qualtrics work with Genesys Cloud CX. | | | CX Index | Qualtrics | Focus | The specialist Voice of the Customer platform for Genesys Cloud CX. Also used well beyond the contact centre, in stores, on websites and apps and across deliveries, and for employee experience surveys. | An experience management platform with a Genesys Cloud integration. [3] | How it connects to Genesys | Built natively on Genesys Cloud CX and listed on the Genesys AppFoundry. Surveys are triggered by the Genesys interaction itself. | Event based. Genesys sends interaction data to a Qualtrics endpoint through a Web Services Data Actions integration, authenticated with an API token. [1] | Set up | Guided onboarding that runs alongside your Genesys build, with no custom integration code to write. | Needs Genesys admin access, OAuth client credentials and a Qualtrics API token. Qualtrics notes that response workflows need programming knowledge. [1] | Channels on Genesys | Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop ups, kiosks, QR codes and surveys on bots and automated journeys. | Post interaction feedback requests by email, SMS and chat. [2] | Who supports the integration | CX Index supports the Genesys integration end to end, with Genesys partners. | Qualtrics states that custom coding features are provided as is, without assistance from its support team. [1] | Best suited to | Organisations on Genesys Cloud CX that want feedback from every touchpoint, in the contact centre and beyond it, linked to the interaction behind it and live in days. | Organisations with in house Qualtrics expertise, or a professional services engagement to build and maintain the Genesys integration. Numbers in square brackets refer to the sources below. Where a cell has no number, it describes CX Index. Which one fits ## Where each one suits best. ### When Qualtrics may suit you better You have in house Qualtrics expertise, or you are comfortable with a professional services engagement to build and maintain the Genesys integration. ### When CX Index may suit you better You run Genesys Cloud CX and want feedback from every touchpoint, in the contact centre and beyond it, triggered natively by Genesys interactions on every channel including bots. You want it live in days, with a team that supports the integration for you. ### When you are not sure Send us the Voice of the Customer section of your RFP. We will go through it with you, row by row, and tell you honestly where we fit. Sources ## Where the information comes from. - Qualtrics support: Integrating with Genesys - Qualtrics Marketplace: Genesys Cloud Integration - Qualtrics: experience management platform Last reviewed 21 October 2026. Information about Qualtrics is taken from its public material on that date and may have changed since. Qualtrics is a trademark of its owner. If anything here is out of date, tell us and we will correct it. Keep reading See it with your own data ## See CX Index on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: What is the best Qualtrics alternative for Genesys Cloud CX? A: For contact centres on Genesys Cloud CX, CX Index is the specialist alternative. It is built natively on Genesys, listed on the Genesys AppFoundry and rated 5.0 on Gartner Peer Insights from 8 reviews and 4.7 on G2 from 12 reviews. CX Index also runs programmes beyond the contact centre and goes live in days. Qualtrics may suit organisations with in house Qualtrics expertise, or a professional services engagement to build and maintain the Genesys integration. Q: How does Qualtrics connect to Genesys Cloud CX? A: According to Qualtrics documentation, Genesys sends interaction data to a Qualtrics endpoint through a Web Services Data Actions integration, which then triggers the survey. Set up needs Genesys admin access, OAuth credentials and a Qualtrics API token. Q: Can I switch from Qualtrics to CX Index? A: Yes. We can take your existing surveys and questions as the starting point, so your trend lines continue, and run the new programme alongside your Genesys build. --- Page: Medallia alternative for Genesys Cloud CX | CX Index URL: https://cxindex.com/cx-index-vs-medallia/ Home  /  Compare  /  Medallia Compare  ·  Medallia # CX Index and Medallia on Genesys Cloud CX, compared. Medallia is an enterprise experience management platform, and its contact centre feedback product works across several contact centre platforms. CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. If your contact centre runs on Genesys, this is how the two compare. Book a 30 minute demo See the Genesys comparison ## A fair comparison, with sources. Every statement about Medallia below comes from its own published material, linked at the bottom of this page. Specialist CX Index focuses on Genesys Cloud CX Sourced Every claim about Medallia is linked Reviewed Last reviewed 21 October 2026 Fair Where each one suits best Side by side ## How CX Index and Medallia work with Genesys Cloud CX. | | | CX Index | Medallia | Focus | The specialist Voice of the Customer platform for Genesys Cloud CX. Leading retailers also use it well beyond the contact centre, in stores, on websites and apps and across deliveries. | An experience management platform that brings together feedback from online, in person, contact centre and chat. [1] | How it connects to Genesys | Built natively on Genesys Cloud CX and listed on the Genesys AppFoundry. Surveys are triggered by the Genesys interaction itself. | Contact centre feedback comes through Mindful Feedback, a product from Mindful, which Medallia owns. It integrates with Genesys Cloud and other contact centre platforms. [2] [3] | Set up | Guided onboarding that runs alongside your Genesys build, with no custom integration code to write. | Mindful Feedback surveys are configured as survey interactions in Genesys Cloud, following Medallia documentation. [3] | Channels on Genesys | Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop ups, kiosks, QR codes and surveys on bots and automated journeys. | IVR, SMS, email and web surveys, with surveys deployed directly from the IVR. [2] | Contact centre platforms | Genesys Cloud CX is the focus. CX Index also works with Salesforce, ServiceNow, Zendesk, Five9, Amazon Connect and Zoom Contact Center through the API. | Genesys Cloud, Amazon Connect, Twilio Flex, Five9, Avaya and Talkdesk, among others. [2] | Best suited to | Organisations on Genesys Cloud CX that want feedback from every touchpoint, in the contact centre and beyond it, linked to the interaction behind it and live in days. | Organisations comfortable with a professional services engagement and a slower, more considered rollout. Numbers in square brackets refer to the sources below. Where a cell has no number, it describes CX Index. Which one fits ## Where each one suits best. ### When Medallia may suit you better You are comfortable with a professional services engagement and you want a slower, more considered rollout. ### When CX Index may suit you better You run Genesys Cloud CX and want feedback from every touchpoint, in the contact centre, in stores, online and across deliveries. You want it built natively around Genesys, live in days and run with a specialist team that knows Genesys. ### When you are not sure Send us the Voice of the Customer section of your RFP. We will go through it with you, row by row, and tell you honestly where we fit. Sources ## Where the information comes from. - Medallia: Customer Experience - Mindful Feedback: Voice of Customer for contact centres - Medallia documentation: Mindful Feedback with Genesys Cloud Last reviewed 21 October 2026. Information about Medallia is taken from its public material on that date and may have changed since. Medallia is a trademark of its owner. If anything here is out of date, tell us and we will correct it. Keep reading See it with your own data ## See CX Index on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: What is the best Medallia alternative for Genesys Cloud CX? A: For contact centres on Genesys Cloud CX, CX Index is the specialist alternative. It is built natively on Genesys, listed on the Genesys AppFoundry and rated 5.0 on Gartner Peer Insights from 8 reviews and 4.7 on G2 from 12 reviews. CX Index also runs programmes beyond the contact centre, in stores, on websites and apps and across deliveries, and goes live in days. Medallia may suit organisations comfortable with a professional services engagement and a slower, more considered rollout. Q: How does Medallia work with Genesys Cloud CX? A: Medallia offers contact centre feedback through Mindful Feedback, from Mindful, which Medallia owns. It integrates with Genesys Cloud and other contact centre platforms and offers IVR, SMS, email and web surveys. Q: Can I switch from Medallia to CX Index? A: Yes. We can take your existing surveys and questions as the starting point, so your trend lines continue, and run the new programme alongside your Genesys build. --- Page: Ahold Delhaize USA case study | CX Index URL: https://cxindex.com/case-studies/ahold-delhaize-usa/ Home  /  Case studies  /  Ahold Delhaize USA Case study  ·  Retail, United States # Ahold Delhaize USA improved its key experience metrics in nine of ten months. Ahold Delhaize USA runs Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. With Genesys, Waterfield Technologies and CX Index, it turned its contact centres into an operation run on customer feedback. Its key experience metrics improved in nine of the ten months after go live. Book a 30 minute demo See the Genesys comparison ## The results. In the ten months after go live. 9 of 10 Months of improvement in key experience metrics 5 Brands, all with higher CSAT and NPS FCR First call resolution up Empathy Agent friendliness and empathy up The challenge ## Customers expected more, and the gap was widening. Shoppers expect more and buy in new ways, such as click and collect. They also have plenty of choice. The brands had strong loyalty and market share, and there was still a widening gap between what customers told them and what the business did about it. The aim was contact centres that ran on customer insight, with consistent and personal service on every channel. That needed strong contact centre infrastructure, and a way to capture what customers said and act on it. The solution ## Genesys Cloud, Waterfield Technologies and CX Index. Ahold Delhaize USA chose Genesys Cloud as its contact centre platform, with Waterfield Technologies as the systems integrator across its multi brand estate. CX Index runs the Voice of the Customer programme on top. ### Alerts and closed loop Real time alerts and follow up workflows, tied to the Genesys interaction. ### What drives the scores First contact resolution and agent empathy and effort, with the reasons behind each. ### Team and agent tracking NPS, CSAT and resolution rates for every team and agent. ### Brand and region Feedback split by brand, region and interaction type, so the root cause shows up. The outcomes ## What changed. ### First call resolution Up, through clear sight of agent performance and the points where customers got stuck. ### CSAT and NPS Higher across all five brands, from quicker and more personal service. ### Agent empathy Better, because coaching is based on what customers actually said. ### Benchmarking across brands Leadership can spot what works in one brand and copy it in the others. In their words ## From the systems integrator. After go live, CX Index became the one place where teams across Ahold Delhaize USA view and act on customer feedback, across every major channel and brand. Agents, supervisors and executives work from the same view. We've been delighted to partner with ADUSA and CX Index to transform their contact centers into an insight-driven CX powerhouse. By uniting Genesys Cloud's AI-native engagement platform with CX Index's real-time VoC intelligence, their contact centers now resolve issues faster, coach agents for empathy, and sustain nine consecutive months of rising CSAT and NPS. The outcome is measurable loyalty growth and a contact center that operates as a revenue engine rather than a cost line. Owen Robinson, SVP, Enterprise AI and Experience Services, Waterfield Technologies Download Download the Ahold Delhaize USA case study as a PDF Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See what CX Index would show in your estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: What results did Ahold Delhaize USA get with CX Index? A: Its key experience metrics improved in nine of the ten months after go live. CSAT and NPS rose across all five brands, and first call resolution and agent empathy improved. Q: Which brands does the Ahold Delhaize USA programme cover? A: Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Q: Who delivered the Ahold Delhaize USA programme? A: Genesys provides the contact centre platform, Waterfield Technologies is the systems integrator and CX Index runs the Voice of the Customer programme. --- Page: ATB Financial case study: survey response rates up 500% | CX Index URL: https://cxindex.com/case-studies/atb-financial/ Home  /  Case studies  /  ATB Financial Case study  ·  Financial services, Canada # ATB Financial moved to Genesys Cloud and lifted survey response rates by 500%. ATB Financial rebuilt customer feedback around its move to Genesys Cloud, with CX Index running chat and IVR surveys. Survey response rates rose 500%. Scores for ease, request fulfilment and service quality all improved by 24% or more. Book a 30 minute demo See the Genesys comparison ## The results. After moving its contact centre feedback to CX Index on Genesys Cloud. 500% Increase in survey response rates 1m IVR responses captured 27% Improvement in request fulfilled 24% Improvement in ease and in service quality The challenge ## A contact centre migration, and feedback had to move with it. ATB Financial was moving its contact centre to Genesys Cloud. It needed customer feedback that worked across voice, chat and email, carried the context of every interaction and cut the manual reporting. It also had to meet strict data security standards. For ATB, CX Index was the only platform with native integration across all the Genesys channels it needed, voice IVR, chat and email, and it met the security requirements with ISO 27001. What changed ## Three questions, asked automatically. ### Automated and in real time Surveys fire automatically from the Genesys interaction, as soon as it ends. ### Every answer has its context Each response carries the reason for contact, the team and agent, the wait time, the department and the customer's prior experience. ### Simpler for everyone A cleaner experience for customers, and for the teams acting on what they say. The survey ## What ATB asked its customers. The survey came down to three statements. “The person I chatted with provided high quality service.” “The person I chatted with was able to fulfil my request.” “The person I chatted with made the interaction easy for me.” Open text comments gave the reasons behind the scores, and ideas for improvements led by customers. Who sees it ## Insight in the place people already work. Agents see their own performance in real time. Managers have team dashboards. Executives see every department from the top down. All of it is inside the Genesys interface, so nobody switches platform, and that drove adoption and faster action. Implementing CX Index as our Voice of the Customer solution has meant real time insight for real time action. We have been able to analyse both our highest and lowest rated interactions and find trends, which led us to make valuable changes to improve the customer experience. Michael Rogers, Director of Insights, ATB Financial Download Download the ATB Financial case study as a PDF Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See what CX Index would show in your estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: How much did survey responses increase at ATB Financial? A: Survey response rates rose 500% after ATB Financial moved its contact centre feedback to CX Index on Genesys Cloud. CX Index captured 1 million IVR responses. Q: Which channels does ATB Financial survey with CX Index? A: Voice IVR and chat, triggered automatically from Genesys Cloud interactions. Q: What improved at ATB Financial? A: Request fulfilled improved by 27%, and ease of interaction and service quality both improved by 24%. --- Page: SuperValu case study: in store NPS up 33% | CX Index URL: https://cxindex.com/case-studies/supervalu/ Home  /  Case studies  /  SuperValu Case study  ·  Retail, Ireland # SuperValu lifted in store NPS by 33%, and AI now writes every store's action plan. SuperValu, part of the Musgrave Group, has 223 stores across Ireland, most of them run by franchise owners. With CX Index, every store hears from its customers in real time. In store NPS rose 33% and online NPS rose 23%. Now AI reads what customers say and writes an action plan for each store. Book a 30 minute demo See the Genesys comparison ## The results. Measured across the SuperValu estate. 33% In store NPS increase 23% Online NPS increase €14 Extra spent each week by promoters 223 Stores, each with its own AI written plan The challenge ## Win on experience. SuperValu competes in a fiercely competitive grocery market. Discounters and low cost entrants have taken share for two decades, and a rival can match a price overnight. A better store visit, in 223 stores, is far harder to copy. Before CX Index there was no real time feedback in store, and no way to share the right information with 223 stores and thousands of staff. The franchise model is part of SuperValu's community identity. It also makes consistent delivery hard, so every store needed to know what to do next. Phase 1 ## Every store runs on feedback. ### Drivers first Before launch, a driver analysis found the touchpoints that matter most, and CX Index built a tool to benchmark every KPI and driver. ### Short and consistent CSAT on a 1 to 7 scale and NPS on 0 to 10, the same in every store. ### Joined to loyalty data Answers join in real time with Real Rewards loyalty data and the visit details, so customers are never asked what SuperValu already knows. ### Access that mirrors the business Group, regional, store owner and manager views follow Musgrave's own structure. ### Plans owned by stores Store owners and managers write action plans for the areas where their store can improve. ### Fast roll out 30 stores went live in early 2018, and the full estate followed within months. Measured ROI ## What a promoter is worth. ### 22% More spent by promoters than by detractors. ### €14 Extra spent each week by promoters, on average. ### 6% Higher NPS among shoppers who spend €40 or more. ### 10% Fall in customer turnover when customers become promoters. For SuperValu, CX Index has delivered better insights, more automated processes and streamlined distribution of data for all stakeholders that has delivered significant improvements in customer experience. We look forward to continuing on the journey as we strive to retain our position as industry leaders. Siobhan Hennessy, Head of Customer Experience, Musgrave Retail Partners Phase 2 ## AI that tells every store what to do. ### Find the drivers Correlation, weighted regression and random forest models show what moves satisfaction and NPS in each store. Price and promotions are taken out, so every driver left is one the store team can change. ### Remove personal details Names and personal details are stripped from every comment before any AI sees it. ### Ask the right question A large language model gets each store's own drivers and comments, and one question. Based on these issues and this feedback, what should this store do? ### Every store gets its plan Specific actions for each store, backed by real customer quotes, so a manager can see exactly why each one is on the list. Each store keeps three focus areas for 90 days. AI refreshes the evidence every month, and the driver analysis reruns every quarter. Numbers, themes and quotes are checked before anything is released. Musgrave sees the whole network too. A group report shows which drivers matter most nationally, a progress tracker shows which actions are working, and stores moving backwards show up early. Download Download the SuperValu case study as a PDF Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See what CX Index would show in your estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: What results has SuperValu seen with CX Index? A: In store NPS rose 33% and online NPS rose 23%. Promoters spend 22% more than detractors, an extra €14 a week on average. Q: How does AI write action plans for SuperValu stores? A: Statistics find the drivers that move each store's scores. Personal details are removed from customer comments, then a large language model reads the comments against each driver and writes specific actions, backed by real quotes. Q: How many SuperValu stores use CX Index? A: All 223 stores, each with its own AI written action plan. --- Page: How to survey customers after a Genesys Cloud callback | CX Index URL: https://cxindex.com/genesys-cloud-surveys/callback-survey/ Home  /  Genesys Cloud survey guides How to  ·  Genesys Cloud CX # How to survey customers after a Genesys Cloud callback. Set Post-Flow does not cover the outbound leg of a callback, so the usual post call survey either never starts or runs too early, before the callback happens. The native fix is to set the post flow through the API while the call is still live. ## With CX Index. CX Index triggers the survey from the Genesys interaction itself, so callbacks are surveyed the same way as inbound calls. The agent does nothing. Native Steps in Genesys Cloud Sources Genesys docs and community Reviewed 21 October 2026 In Genesys Cloud ## The native way, step by step. ### Step 1 Consider customer first callbacks. A Genesys moderator recommends them as good practice, so test how surveys behave with them first. ### Step 2 For agent first callbacks, create a data action that calls the post flow action API for the customer's side of the conversation. ### Step 3 Give the integration the permission conversation:call:setMandatoryPostFlowAction. ### Step 4 Run the data action from a button in the agent script, early in the call, before the agent can disconnect. Some teams instead blind transfer to a flow that sets the post flow and then disconnects. ### Step 5 Point the post flow at your voice survey flow and test it on real callbacks. Worth knowing ## Before you build it. ### Timing The post flow has to be set while the call is live. If the agent disconnects first, the customer is gone. ### The agent decides A script button means the agent chooses who gets surveyed. Track the share of callbacks each agent sends to the survey. ### IDs The API call needs the conversation, participant and communication IDs, so they must exist before the button is pressed. Sources ## Where the steps come from. - Genesys Community: Is it possible to trigger a CSAT survey after a callback? - Genesys Community: Set post call actions for voice calls using public APIs - Genesys Community: Post call survey not triggering after agent first callback - Genesys Cloud Resource Center: Set Post-Flow action Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date. More Genesys Cloud survey guides Keep reading Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See it working on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Why does my Genesys Cloud survey not start after a callback? A: Set Post-Flow is only available in inbound and in-queue flows, and common modules called from them. The outbound leg of a callback is not covered, so the post flow has to be set through the API while the call is live. Q: Can CX Index survey Genesys Cloud callbacks? A: Yes. CX Index surveys callbacks the same way as inbound calls, with nothing for the agent to do. --- Page: How to survey web messaging and chat in Genesys Cloud | CX Index URL: https://cxindex.com/genesys-cloud-surveys/chat-survey/ Home  /  Genesys Cloud survey guides How to  ·  Genesys Cloud CX # How to survey web messaging and chat in Genesys Cloud. By default Genesys Cloud sends web survey invitations by email, after a delay. Genesys now lets you create a direct web survey link through the API and send it in the conversation itself. The closer the survey is to the chat, the more people answer. ## With CX Index. CX Index surveys chat and web messaging customers as soon as the conversation ends, and links every answer to the interaction. Native Steps in Genesys Cloud Sources Genesys docs and community Reviewed 21 October 2026 In Genesys Cloud ## The native way, step by step. ### Step 1 Build and publish a web survey form in Genesys Cloud. ### Step 2 When the digital interaction completes, create a direct web survey link through the API. ### Step 3 Send the link in the messaging conversation as it ends. Each link can be used once. ### Step 4 Follow the Genesys article on direct web survey links, and the Post-Chat Inline Survey Link blueprint. Worth knowing ## Before you build it. ### Email misses chat customers People who chose chat often do not check the email address on file. ### Delay The default email invitation is not immediate, and response rates fall the longer you wait. ### Keep it short One or two questions, asked as the chat ends, get the most answers. Sources ## Where the steps come from. - Genesys Cloud Resource Center: Create a direct web survey link to send in a message - Genesys Community: Web messaging survey - Genesys Community: Ability to send an immediate web survey - Genesys Cloud Resource Center: About customer surveys Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date. More Genesys Cloud survey guides Keep reading Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See it working on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Can I send a survey at the end of a Genesys Cloud chat? A: Yes. Genesys lets you create a direct web survey link through the API and send it in the conversation as it ends. Q: Does CX Index survey web messaging? A: Yes. Chat and web messaging customers are surveyed as soon as the conversation ends. --- Page: How to export Genesys Cloud survey results and comments | CX Index URL: https://cxindex.com/genesys-cloud-surveys/export-survey-results/ Home  /  Genesys Cloud survey guides How to  ·  Genesys Cloud CX # How to export Genesys Cloud survey results and comments. The Genesys Cloud interface has no bulk export of individual responses and free text comments. Comments sit on each interaction, so team leaders end up opening calls one at a time. The native routes are a script with the Genesys Cloud CLI or a regular extract into your data warehouse. ## With CX Index. In CX Index every response lands with its comments, agent, queue and conversation ID, and you can schedule exports and reports to whoever needs them. Native Steps in Genesys Cloud Sources Genesys docs and community Reviewed 21 October 2026 In Genesys Cloud ## The native way, step by step. ### Step 1 For a quick look, open the interactions view, filter to interactions with surveys and filter by score or status. ### Step 2 Read free text answers one conversation at a time in the Quality Summary tab. ### Step 3 For a bulk export, write a script with the Genesys Cloud CLI that loops through completed surveys and writes them to a file. ### Step 4 Or set up a regular extract into your data warehouse. Worth knowing ## Before you build it. ### Somebody has to own it Scripts and extracts work, and they break when nobody looks after them. ### Late answers Customers can answer a web survey for up to 90 days, so an export on a fixed window can miss late answers. ### Comments matter most The comment is where the reason is. Plan the export around it. Sources ## Where the steps come from. - Genesys Community: Survey reporting - Genesys Community: Survey reporting parameters - Genesys Cloud Resource Center: Create a web survey policy Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date. More Genesys Cloud survey guides Keep reading Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See it working on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Can I export all Genesys Cloud survey comments at once? A: Not from the interface. Use the Genesys Cloud CLI, a data warehouse extract or a Voice of the Customer platform that stores every answer. Q: Where do I see a customer's survey comment in Genesys Cloud? A: On the interaction, in the Quality Summary tab. --- Page: Genesys Cloud survey guides | CX Index URL: https://cxindex.com/genesys-cloud-surveys/ Home  /  Genesys Cloud survey guides Guides  ·  Genesys Cloud CX # Genesys Cloud survey guides. Practical answers to the survey questions Genesys Cloud teams ask most. Each guide gives the native Genesys steps first, then where CX Index fits. They come from the questions we see on the Genesys Community and in our own projects. ## Native first. Every guide starts with how to do it in Genesys Cloud, with links to the Genesys documentation and community threads behind each step. 10 Guides Native Steps in Genesys Cloud Reviewed 21 October 2026 The guides ## Pick your question. How to set up a post call voice survey in Genesys Cloud Genesys Cloud runs post call voice surveys through a voice survey flow, started by a Set Post-Flow action in Architect. How to survey customers after a Genesys Cloud callback Set Post-Flow does not cover the outbound leg of a callback, so the usual post call survey either never starts or runs too early, before the callback happens. How to stop a Genesys Cloud survey on some calls Set a participant data flag from the agent script and check it at the top of the survey flow, or use a Clear Post-Flow action in Architect. How to handle Genesys Cloud surveys after a transfer The survey starts when the last agent leaves the call and the customer is still on the line. How to survey only certain wrap up codes in Genesys Cloud You cannot do this natively today. How to survey outbound calls in Genesys Cloud Set Post-Flow is only available in inbound and in-queue flows, so outbound calls need a workaround. How to export Genesys Cloud survey results and comments The Genesys Cloud interface has no bulk export of individual responses and free text comments. How to get Genesys Cloud survey results into Salesforce Write the key survey values to interaction attributes and map them to custom fields on the Salesforce activity. How to survey web messaging and chat in Genesys Cloud By default Genesys Cloud sends web survey invitations by email, after a delay. How to send SMS surveys from Genesys Cloud Build a web survey and a survey invite flow, then add a web survey policy for the Message media type. Choosing a tool ## Comparing survey tools for Genesys Cloud CX? Read the buyer's guide to Genesys native surveys, CX Index, Feebak VOC, Mindful Feedback, Sixbell, Qualtrics and Medallia. Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See it working on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: How do I set up surveys in Genesys Cloud? A: Voice surveys use a voice survey flow started by a Set Post-Flow action in Architect. Web, chat and SMS surveys use a web survey form, a survey invite flow and a survey policy. Each guide here gives the steps. Q: What can Genesys Cloud surveys not do natively? A: Common gaps include surveys after agent first callbacks and outbound calls, surveys based on wrap up codes and bulk export of comments. The guides cover the workarounds. --- Page: How to survey outbound calls in Genesys Cloud | CX Index URL: https://cxindex.com/genesys-cloud-surveys/outbound-call-survey/ Home  /  Genesys Cloud survey guides How to  ·  Genesys Cloud CX # How to survey outbound calls in Genesys Cloud. Set Post-Flow is only available in inbound and in-queue flows, so outbound calls need a workaround. Create a survey queue whose in-queue flow sets the post flow and disconnects. Then give agents a script button that blind transfers the customer to that queue. ## With CX Index. CX Index runs outbound survey campaigns and outbound IVR surveys, alongside surveys on inbound calls. Native Steps in Genesys Cloud Sources Genesys docs and community Reviewed 21 October 2026 In Genesys Cloud ## The native way, step by step. ### Step 1 Create a queue just for surveys. ### Step 2 In its in-queue flow, add a Set Post-Flow action for your voice survey, then a Disconnect. ### Step 3 Add a button to the agent script that blind transfers the customer to the survey queue. ### Step 4 Make that script the default for your outbound queues, and track how many calls each agent sends. Worth knowing ## Before you build it. ### The agent decides The survey only happens if the agent clicks. Expect some to forget, and some to choose. ### Workflow triggers A workflow trigger is likely to fire after the customer has gone, so it is a poor way to start a voice survey. ### Native support There is an idea on the Genesys Ideas portal for native outbound surveys. Vote for it. Sources ## Where the steps come from. - Genesys Community: Outbound calls with voice survey Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date. More Genesys Cloud survey guides Keep reading Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See it working on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Can Genesys Cloud survey outbound calls? A: Not with Set Post-Flow alone. The common workaround is a survey queue reached by a blind transfer from the agent script. Q: Can CX Index run outbound surveys? A: Yes. CX Index runs outbound survey campaigns and outbound IVR surveys. --- Page: How to set up a post call voice survey in Genesys Cloud | CX Index URL: https://cxindex.com/genesys-cloud-surveys/post-call-voice-survey/ Home  /  Genesys Cloud survey guides How to  ·  Genesys Cloud CX # How to set up a post call voice survey in Genesys Cloud. Genesys Cloud runs post call voice surveys through a voice survey flow, started by a Set Post-Flow action in Architect. The survey begins when the agent disconnects. You need CX 3 or CX 4, CX 2 with WEM Add-on I, or CX 1 with WEM Add-on II. ## With CX Index. With CX Index the survey starts automatically when the agent hangs up, with no transfer. Every answer carries the agent, queue, wrap up code and IVR path. Native Steps in Genesys Cloud Sources Genesys docs and community Reviewed 21 October 2026 In Genesys Cloud ## The native way, step by step. ### Step 1 Build the survey form under Conversation Intelligence, then Quality Management, then Customer Surveys. Publish it. ### Step 2 Create a voice survey flow from the form in Architect. Architect builds the question actions for you. ### Step 3 Add a Set Post-Flow action to your inbound or in-queue flow, with the target set to Caller, and point it at the survey flow. ### Step 4 Add a Clear Post-Flow action before error paths and any Disconnect action in your IVR or in-queue flows. ### Step 5 Publish both flows and test with real calls. Worth knowing ## Before you build it. ### Licences Voice surveys come with CX 3 and CX 4. CX 2 needs WEM Add-on I and CX 1 needs WEM Add-on II. ### Error paths If the post flow is set early, callers who time out in the IVR can still be offered the survey. Clear it on those paths. ### Retries Use the no input and no match handling in the Ask Survey Question action, and check the answer before moving on. Sources ## Where the steps come from. - Genesys Cloud Resource Center: Voice surveys FAQ - Genesys Cloud Resource Center: Work with voice survey flows - Genesys Community: After call survey - Genesys Community: Voice survey challenges - Genesys Community: Help creating a post flow voice survey Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date. More Genesys Cloud survey guides Keep reading Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See it working on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Do I need a special licence for Genesys Cloud voice surveys? A: Voice surveys are included with Genesys Cloud CX 3 and CX 4. CX 2 needs WEM Add-on I and CX 1 needs WEM Add-on II. Q: When does a Genesys Cloud post call survey start? A: When the agent leaves the call and the customer is still on the line. The Set Post-Flow action decides which survey flow the caller moves into. Q: Can CX Index start a voice survey automatically when the agent hangs up? A: Yes. The caller moves into the survey when the agent disconnects, with no transfer and nothing for the agent to do. --- Page: How to stop a Genesys Cloud survey on some calls | CX Index URL: https://cxindex.com/genesys-cloud-surveys/skip-survey/ Home  /  Genesys Cloud survey guides How to  ·  Genesys Cloud CX # How to stop a Genesys Cloud survey on some calls. Set a participant data flag from the agent script and check it at the top of the survey flow, or use a Clear Post-Flow action in Architect. A script button that blind transfers to the survey also works. Then the agent decides who gets surveyed, and that biases the scores. ## With CX Index. CX Index surveys every eligible interaction by rule, with frequency caps and suppression, so nobody chooses which customers are asked. Native Steps in Genesys Cloud Sources Genesys docs and community Reviewed 21 October 2026 In Genesys Cloud ## The native way, step by step. ### Step 1 Add a button to the agent script that sets a participant data attribute when a survey is not appropriate. ### Step 2 At the top of the survey flow, check the attribute and end the flow if it is set. ### Step 3 Use Clear Post-Flow in Architect before error paths and any Disconnect action, so those callers are never surveyed. ### Step 4 Report the share of calls offered a survey, by agent. Worth knowing ## Before you build it. ### Selection bias If one agent sends far fewer customers to the survey than the rest, their scores are being chosen. ### Keep it simple A single flag checked in one place is easier to maintain than changes across many flows. ### Frequency Decide how often the same customer can be asked, and check it in the survey flow. Sources ## Where the steps come from. - Genesys Community: Customer satisfaction surveys - Genesys Community: Voice survey challenges Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date. More Genesys Cloud survey guides Keep reading Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See it working on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Can agents opt a caller out of a Genesys Cloud survey? A: Yes. The usual way is a script button that sets participant data, which the survey flow checks before it starts. Q: Should agents choose who gets surveyed? A: Rarely. When agents choose, scores drift towards happy customers. Survey by rule and track the offer rate by agent. --- Page: How to send SMS surveys from Genesys Cloud | CX Index URL: https://cxindex.com/genesys-cloud-surveys/sms-survey/ Home  /  Genesys Cloud survey guides How to  ·  Genesys Cloud CX # How to send SMS surveys from Genesys Cloud. Build a web survey and a survey invite flow, then add a web survey policy for the Message media type. The policy starts your invite flow when the SMS conversation ends, and the flow sends the link by SMS. For voice calls, a short voice survey for the score and an SMS link for the comment works well. ## With CX Index. CX Index sends SMS and WhatsApp surveys after any Genesys interaction, including voice calls. Every answer is linked to the conversation behind it. Native Steps in Genesys Cloud Sources Genesys docs and community Reviewed 21 October 2026 In Genesys Cloud ## The native way, step by step. ### Step 1 Build the web survey form in Genesys Cloud. ### Step 2 Create a survey invite flow in Architect. ### Step 3 Build the invite flow so it sends the survey link by SMS. ### Step 4 Add a web survey policy for the Message media type, so the flow starts when the SMS conversation ends. ### Step 5 Test it end to end on a real SMS conversation. Worth knowing ## Before you build it. ### The policy is the key Several teams get stuck until they add the policy for the Message media type. ### Voice plus SMS Callers will press a key for a score. Spoken comments need speech recognition in your language, so many teams send the comment question by SMS. ### Consent Check you have permission to text the customer before you send the link. Sources ## Where the steps come from. - Genesys Community: SMS post survey via web survey invite flow - Genesys Cloud Resource Center: Create a web survey policy - Genesys Community: Building surveys Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date. More Genesys Cloud survey guides Keep reading Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See it working on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Can Genesys Cloud send survey invitations by SMS? A: Yes. A web survey policy for the Message media type starts your invite flow when the SMS conversation ends, and the flow sends the link by SMS. Q: Can CX Index send SMS surveys after a phone call? A: Yes. CX Index sends SMS and WhatsApp surveys after any Genesys interaction, including voice calls. --- Page: How to handle Genesys Cloud surveys after a transfer | CX Index URL: https://cxindex.com/genesys-cloud-surveys/survey-after-transfer/ Home  /  Genesys Cloud survey guides How to  ·  Genesys Cloud CX # How to handle Genesys Cloud surveys after a transfer. The survey starts when the last agent leaves the call and the customer is still on the line. It uses the post flow that is on the call at that moment. To score the last queue, clear the post flow and set it again in each queue's in-queue flow. ## With CX Index. With CX Index the survey starts automatically when the agent hangs up, with no transfer. Every answer carries the agent, queue, wrap up code and IVR path. Native Steps in Genesys Cloud Sources Genesys docs and community Reviewed 21 October 2026 In Genesys Cloud ## The native way, step by step. ### Step 1 Agree with the quality team which queue a transferred call should be scored against. ### Step 2 To score the last queue, clear the post flow and set it again in each queue's in-queue flow. ### Step 3 To skip external transfers, add a data action at the top of the survey flow that reads the conversation and ends the flow if there is an external participant. ### Step 4 Test internal transfers, external transfers and calls with several transfers. Some teams find the survey fires at a transfer. Worth knowing ## Before you build it. ### One survey, two questions Most teams want the first queue for the transfer decision and the last queue for the resolution. One survey cannot answer both cleanly. ### Several flows Clearing and setting the post flow per queue usually means a separate in-queue flow for each one. ### The API route The post flow action API can also clear and set the survey, if you would rather not change every flow. Sources ## Where the steps come from. - Genesys Cloud Resource Center: Set Post-Flow action - Genesys Community: Set Post-Flow action call survey - Genesys Community: Post call surveys on external transfers Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date. More Genesys Cloud survey guides Keep reading Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See it working on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Which queue gets the survey after a Genesys Cloud transfer? A: The survey uses the post flow that is on the call when the last agent leaves. To score the last queue, clear it and set it again in each queue's in-queue flow. Q: Can I stop surveys after an external transfer in Genesys Cloud? A: Yes. Check the conversation for an external participant at the top of the survey flow and end the flow if one is found. --- Page: How to get Genesys Cloud survey results into Salesforce | CX Index URL: https://cxindex.com/genesys-cloud-surveys/survey-results-salesforce/ Home  /  Genesys Cloud survey guides How to  ·  Genesys Cloud CX # How to get Genesys Cloud survey results into Salesforce. Write the key survey values to interaction attributes and map them to custom fields on the Salesforce activity. They sync across with the interaction. It works well for scores. Full responses and long comments need an integration. ## With CX Index. CX Index connects to Salesforce directly, so survey responses and comments can reach Salesforce without building middleware. Native Steps in Genesys Cloud Sources Genesys docs and community Reviewed 21 October 2026 In Genesys Cloud ## The native way, step by step. ### Step 1 Create custom fields on the Salesforce activity for the survey values you need. ### Step 2 In the survey flow, write those values to interaction attributes. ### Step 3 Map the attributes to the Salesforce fields so they sync with the interaction. ### Step 4 Test with a completed survey and check the record in Salesforce. Worth knowing ## Before you build it. ### Scores only Attributes suit a score or two. Multi question surveys and long comments get awkward quickly. ### Unanswered surveys Decide what the Salesforce record shows when the customer never answers. ### Timing Web survey answers can arrive days later, after the interaction has synced. Sources ## Where the steps come from. - Genesys Community: Auto retrieve web survey data Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date. More Genesys Cloud survey guides Keep reading Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See it working on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Can Genesys Cloud send survey results to Salesforce? A: Yes, for key values, through interaction attributes mapped to Salesforce activity fields. Full responses need an integration. Q: Does CX Index integrate with Salesforce? A: Yes. CX Index connects to Salesforce, ServiceNow, SAP and other leading technologies. --- Page: Genesys Cloud surveys by wrap up code | CX Index URL: https://cxindex.com/genesys-cloud-surveys/wrap-up-code-survey/ Home  /  Genesys Cloud survey guides How to  ·  Genesys Cloud CX # How to survey only certain wrap up codes in Genesys Cloud. You cannot do this natively today. The voice survey starts before the agent picks the wrap up code, so the code is not there to check. Gate the survey on the queue or IVR path instead, or survey everyone and filter the results by wrap up code. ## With CX Index. CX Index attaches the wrap up code to every answer, so you can survey by rule and report on any wrap up code afterwards. Native Steps in Genesys Cloud Sources Genesys docs and community Reviewed 21 October 2026 In Genesys Cloud ## The native way, step by step. ### Step 1 Check whether the queue or IVR path predicts the outcome you care about. If it does, gate the survey on that. ### Step 2 If it does not, survey every eligible call. ### Step 3 Report and filter the results by wrap up code after the event. ### Step 4 Vote for the related ideas on the Genesys Ideas portal. Worth knowing ## Before you build it. ### Why it fails The post flow starts the moment the call ends. Wrap up happens after that. ### Report afterwards Surveying everyone and filtering later gives you the same answer, with a bigger sample. ### Watch for bias Gating on outcomes means you only hear from some customers. Make sure that is what you want. Sources ## Where the steps come from. - Genesys Community: Sending a voice survey only for specific wrap up codes Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date. More Genesys Cloud survey guides Keep reading Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026. See it with your own data ## See it working on your own Genesys estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Can Genesys Cloud send a survey based on the wrap up code? A: Not natively. The voice survey starts before the agent selects the wrap up code, so the code cannot be checked in time. Q: How do I report survey results by wrap up code? A: Use a tool that stores the wrap up code with each answer. CX Index does this for every response. --- Page: VoC for Genesys Cloud CX and Salesforce | CX Index URL: https://cxindex.com/genesys-and-salesforce/ Home  /  Integrations  /  Genesys and Salesforce Integrations  ·  Genesys and Salesforce # Voice of the Customer for Genesys Cloud CX and Salesforce. Many of our customers run Genesys Cloud CX for the contact centre and Salesforce for the customer record. CX Index is the hub in the middle. It surveys customers after Genesys conversations and Salesforce events, and holds every answer in one place. ## One hub for both. Each answer is linked to the Genesys conversation and to the Salesforce record behind it, so nobody has to stitch the story together by hand. Genesys Conversation, agent, queue Salesforce Case, owner, account One Programme and one view Why it matters ## Genesys and Salesforce are close partners. Their joint offer, CX Cloud from Genesys and Salesforce, combines the Genesys Cloud contact centre with an agent workspace in Salesforce Service Cloud. [1] Salesforce also invested in Genesys in 2025. [2] More companies now run both. Their customer feedback often ends up split between the two, with part of the story in the contact centre and part in Salesforce. CX Index brings it back together, so every customer in both ecosystems is heard and looked after. How it works ## One programme across both platforms. ### Step 1 Surveys start from Genesys events, such as a call or chat ending. ### Step 2 They also start from Salesforce events, such as a case closing. ### Step 3 Each answer is stored with the Genesys metadata and the Salesforce case number, owner and account. ### Step 4 AI reads every comment, and Canary watches both sources for anything that changes. ### Step 5 Low scores raise an alert or a case, so the right person follows up with the customer. What you get ## The hub for your customer feedback. ### Both sides of the story The conversation in Genesys and the record in Salesforce, on the same answer. ### One set of numbers One NPS and CSAT across both platforms, so the contact centre and the service teams work from the same figures. ### Canary across both Finds what changed, explains why in plain English and starts the fix. ### Close the loop AI assisted case management and alerts to the right person. ### Scorecards and reporting Gamified agent scorecards, dashboards for every role and exports to Power BI, Tableau and Snowflake. ### Security ISO 27001 certified since 2018 and hosted on AWS in more than 20 regions. Sources ## Where the partnership details come from. - Genesys: Now available, CX Cloud from Genesys and Salesforce - CX Today: Salesforce and ServiceNow invest $1.5BN in Genesys, July 2025 Keep reading Last updated 21 October 2026 See it with your own data ## See CX Index across your Genesys and Salesforce estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Can CX Index work with Genesys Cloud CX and Salesforce at the same time? A: Yes. CX Index connects to both through their APIs. Surveys start from Genesys conversations and Salesforce events, and every answer is held in one place. Q: Why use one Voice of the Customer platform across Genesys and Salesforce? A: So the contact centre and the service teams see the same customers and the same numbers. Feedback split across two systems hides the full story. Q: Are Genesys and Salesforce partners? A: Yes. Their joint offer, CX Cloud from Genesys and Salesforce, combines the Genesys Cloud contact centre with an agent workspace in Salesforce Service Cloud. Salesforce also invested in Genesys in 2025. --- Page: VoC for Genesys Cloud CX and ServiceNow | CX Index URL: https://cxindex.com/genesys-and-servicenow/ Home  /  Integrations  /  Genesys and ServiceNow Integrations  ·  Genesys and ServiceNow # Voice of the Customer for Genesys Cloud CX and ServiceNow. Many of our customers run Genesys Cloud CX for the contact centre and ServiceNow for service management. CX Index is the hub in the middle. It surveys customers after Genesys conversations and ServiceNow events, and holds every answer in one place. ## One hub for both. Each answer is linked to the Genesys conversation and to the ServiceNow record behind it, so nobody has to stitch the story together by hand. Genesys Conversation, agent, queue ServiceNow Case, group, priority One Programme and one view Why it matters ## Genesys and ServiceNow are close partners. Genesys expanded its strategic partnership with ServiceNow in September 2025, through the Unified Experience from Genesys and ServiceNow. [1] ServiceNow also invested in Genesys in 2025. [2] More companies now run both. Their customer feedback often ends up split between the two, with part of the story in the contact centre and part in ServiceNow. CX Index brings it back together, so every customer in both ecosystems is heard and looked after. How it works ## One programme across both platforms. ### Step 1 Surveys start from Genesys events, such as a call or chat ending. ### Step 2 They also start from ServiceNow events, such as an incident or case being resolved. ### Step 3 Each answer is stored with the Genesys metadata and the ServiceNow case number, assignment group and priority. ### Step 4 AI reads every comment, and Canary watches both sources for anything that changes. ### Step 5 Low scores raise an alert or a case, so the right person follows up with the customer. What you get ## The hub for your customer feedback. ### Both sides of the story The conversation in Genesys and the record in ServiceNow, on the same answer. ### One set of numbers One NPS and CSAT across both platforms, so the contact centre and the service teams work from the same figures. ### Canary across both Finds what changed, explains why in plain English and starts the fix. ### Close the loop AI assisted case management and alerts to the right person. ### Scorecards and reporting Gamified agent scorecards, dashboards for every role and exports to Power BI, Tableau and Snowflake. ### Security ISO 27001 certified since 2018 and hosted on AWS in more than 20 regions. Sources ## Where the partnership details come from. - Genesys: Genesys expands strategic partnership with ServiceNow, September 2025 - CX Today: Salesforce and ServiceNow invest $1.5BN in Genesys, July 2025 Keep reading Last updated 21 October 2026 See it with your own data ## See CX Index across your Genesys and ServiceNow estate. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Can CX Index work with Genesys Cloud CX and ServiceNow at the same time? A: Yes. CX Index connects to both through their APIs. Surveys start from Genesys conversations and ServiceNow events, and every answer is held in one place. Q: Why use one Voice of the Customer platform across Genesys and ServiceNow? A: So the contact centre and the service teams see the same customers and the same numbers. Feedback split across two systems hides the full story. Q: Are Genesys and ServiceNow partners? A: Yes. Genesys expanded its strategic partnership with ServiceNow in September 2025, through the Unified Experience from Genesys and ServiceNow. ServiceNow also invested in Genesys in 2025. --- Page: Voice of the Customer for Amazon Connect | CX Index URL: https://cxindex.com/voc-for-amazon-connect/ Home  /  Integrations  /  Amazon Connect Integrations  ·  Amazon Connect # Voice of the Customer for Amazon Connect. CX Index runs customer surveys on Amazon Connect and links every answer to the interaction behind it. Surveys start from Amazon Connect events, such as a voice or chat contact ending, through the API. Genesys Cloud CX is our main focus, and we already run programmes for customers on Amazon Connect. ## How it connects. Through the Amazon Connect API. CX Index listens for events and reads the metadata of each interaction, so every answer arrives with its context. API Event based triggers Metadata On every answer Live Customers on Amazon Connect today How it works ## From a Amazon Connect event to an answer you can act on. ### Step 1 Connect CX Index to Amazon Connect through the API. ### Step 2 Choose the events that start a survey, for example a voice or chat contact ending. ### Step 3 Set the channel and the questions. CX Index sends the survey while the experience is still fresh. ### Step 4 Each answer is stored with the agent, queue, channel and contact attributes. ### Step 5 Results, alerts and cases reach the right people, with the interaction behind every number. CX Index is hosted on AWS in more than 20 regions, so your survey data can be hosted in the same AWS region as your Amazon Connect instance. What you get ## The full CX Index platform, on Amazon Connect. ### AI on every comment Sentiment, intent and topics for every answer, with your choice of LLM provider or your own model. ### Canary early warning Finds what changed in your customer data, explains why in plain English and starts the fix. ### Close the loop AI assisted case management, alerts to the right person and follow up with unhappy customers. ### Scorecards and reporting Gamified agent scorecards, dashboards for every role, scheduled reports and exports to Power BI, Tableau and Snowflake. ### Every channel Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop ups, kiosks and QR codes. ### Security ISO 27001 certified since 2018, hosted on AWS in more than 20 regions, with GDPR, CASL, LGPD and PIPL supported. Other platforms Last updated 21 October 2026 See it with your own data ## See CX Index with your Amazon Connect data. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Does CX Index work with Amazon Connect? A: Yes. CX Index connects to Amazon Connect through the API and already runs Voice of the Customer programmes for customers on Amazon Connect. Q: How does CX Index trigger surveys from Amazon Connect? A: From Amazon Connect events, such as a voice or chat contact ending. Each answer is stored with the agent, queue, channel and contact attributes. Q: Is CX Index only for Genesys? A: No. Genesys Cloud CX is our main focus and where most of our customers run, and CX Index also works with Amazon Connect, Salesforce, ServiceNow and other leading platforms through the API. --- Page: Voice of the Customer for Five9 | CX Index URL: https://cxindex.com/voc-for-five9/ Home  /  Integrations  /  Five9 Integrations  ·  Five9 # Voice of the Customer for Five9. CX Index runs customer surveys on Five9 and links every answer to the interaction behind it. Surveys start from Five9 events, such as a call or chat ending, through the API. Genesys Cloud CX is our main focus, and we already run programmes for customers on Five9. ## How it connects. Through the Five9 API. CX Index listens for events and reads the metadata of each interaction, so every answer arrives with its context. API Event based triggers Metadata On every answer Live Customers on Five9 today How it works ## From a Five9 event to an answer you can act on. ### Step 1 Connect CX Index to Five9 through the API. ### Step 2 Choose the events that start a survey, for example a call or chat ending. ### Step 3 Set the channel and the questions. CX Index sends the survey while the experience is still fresh. ### Step 4 Each answer is stored with the agent, skill, campaign, disposition and call type. ### Step 5 Results, alerts and cases reach the right people, with the interaction behind every number. Inbound and outbound campaigns can be surveyed in the same programme, and the disposition on each answer shows how the outcome felt to the customer. What you get ## The full CX Index platform, on Five9. ### AI on every comment Sentiment, intent and topics for every answer, with your choice of LLM provider or your own model. ### Canary early warning Finds what changed in your customer data, explains why in plain English and starts the fix. ### Close the loop AI assisted case management, alerts to the right person and follow up with unhappy customers. ### Scorecards and reporting Gamified agent scorecards, dashboards for every role, scheduled reports and exports to Power BI, Tableau and Snowflake. ### Every channel Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop ups, kiosks and QR codes. ### Security ISO 27001 certified since 2018, hosted on AWS in more than 20 regions, with GDPR, CASL, LGPD and PIPL supported. Other platforms Last updated 21 October 2026 See it with your own data ## See CX Index with your Five9 data. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Does CX Index work with Five9? A: Yes. CX Index connects to Five9 through the API and already runs Voice of the Customer programmes for customers on Five9. Q: How does CX Index trigger surveys from Five9? A: From Five9 events, such as a call or chat ending. Each answer is stored with the agent, skill, campaign, disposition and call type. Q: Is CX Index only for Genesys? A: No. Genesys Cloud CX is our main focus and where most of our customers run, and CX Index also works with Five9, Salesforce, ServiceNow and other leading platforms through the API. --- Page: Voice of the Customer for Salesforce | CX Index URL: https://cxindex.com/voc-for-salesforce/ Home  /  Integrations  /  Salesforce Integrations  ·  Salesforce # Voice of the Customer for Salesforce. CX Index runs customer surveys on Salesforce and links every answer to the interaction behind it. Surveys start from Salesforce events, such as a case closing, or a chat or messaging session ending in Service Cloud, through the API. Genesys Cloud CX is our main focus, and we already run programmes for customers on Salesforce. ## How it connects. Through the Salesforce API. CX Index listens for events and reads the metadata of each interaction, so every answer arrives with its context. API Event based triggers Metadata On every answer Live Customers on Salesforce today How it works ## From a Salesforce event to an answer you can act on. ### Step 1 Connect CX Index to Salesforce through the API. ### Step 2 Choose the events that start a survey, for example a case closing, or a chat or messaging session ending in Service Cloud. ### Step 3 Set the channel and the questions. CX Index sends the survey while the experience is still fresh. ### Step 4 Each answer is stored with the case number, case owner, queue, record type and account. ### Step 5 Results, alerts and cases reach the right people, with the interaction behind every number. Salesforce teams often run Genesys Cloud CX as well. CX Index can link the answer to the Genesys conversation and to the Salesforce case, so you see both sides of the story. What you get ## The full CX Index platform, on Salesforce. ### AI on every comment Sentiment, intent and topics for every answer, with your choice of LLM provider or your own model. ### Canary early warning Finds what changed in your customer data, explains why in plain English and starts the fix. ### Close the loop AI assisted case management, alerts to the right person and follow up with unhappy customers. ### Scorecards and reporting Gamified agent scorecards, dashboards for every role, scheduled reports and exports to Power BI, Tableau and Snowflake. ### Every channel Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop ups, kiosks and QR codes. ### Security ISO 27001 certified since 2018, hosted on AWS in more than 20 regions, with GDPR, CASL, LGPD and PIPL supported. Other platforms Last updated 21 October 2026 See it with your own data ## See CX Index with your Salesforce data. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Does CX Index work with Salesforce? A: Yes. CX Index connects to Salesforce through the API and already runs Voice of the Customer programmes for customers on Salesforce. Q: How does CX Index trigger surveys from Salesforce? A: From Salesforce events, such as a case closing, or a chat or messaging session ending in Service Cloud. Each answer is stored with the case number, case owner, queue, record type and account. Q: Is CX Index only for Genesys? A: No. Genesys Cloud CX is our main focus and where most of our customers run, and CX Index also works with Salesforce, Salesforce, ServiceNow and other leading platforms through the API. --- Page: Voice of the Customer for ServiceNow | CX Index URL: https://cxindex.com/voc-for-servicenow/ Home  /  Integrations  /  ServiceNow Integrations  ·  ServiceNow # Voice of the Customer for ServiceNow. CX Index runs customer surveys on ServiceNow and links every answer to the interaction behind it. Surveys start from ServiceNow events, such as an incident or customer service case being resolved, through the API. Genesys Cloud CX is our main focus, and we already run programmes for customers on ServiceNow. ## How it connects. Through the ServiceNow API. CX Index listens for events and reads the metadata of each interaction, so every answer arrives with its context. API Event based triggers Metadata On every answer Live Customers on ServiceNow today How it works ## From a ServiceNow event to an answer you can act on. ### Step 1 Connect CX Index to ServiceNow through the API. ### Step 2 Choose the events that start a survey, for example an incident or customer service case being resolved. ### Step 3 Set the channel and the questions. CX Index sends the survey while the experience is still fresh. ### Step 4 Each answer is stored with the case or incident number, assignment group, category, priority and assigned agent. ### Step 5 Results, alerts and cases reach the right people, with the interaction behind every number. Low scores raise an alert or a case, so the customer who had a bad experience hears back from someone who can fix it. What you get ## The full CX Index platform, on ServiceNow. ### AI on every comment Sentiment, intent and topics for every answer, with your choice of LLM provider or your own model. ### Canary early warning Finds what changed in your customer data, explains why in plain English and starts the fix. ### Close the loop AI assisted case management, alerts to the right person and follow up with unhappy customers. ### Scorecards and reporting Gamified agent scorecards, dashboards for every role, scheduled reports and exports to Power BI, Tableau and Snowflake. ### Every channel Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop ups, kiosks and QR codes. ### Security ISO 27001 certified since 2018, hosted on AWS in more than 20 regions, with GDPR, CASL, LGPD and PIPL supported. Other platforms Last updated 21 October 2026 See it with your own data ## See CX Index with your ServiceNow data. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Does CX Index work with ServiceNow? A: Yes. CX Index connects to ServiceNow through the API and already runs Voice of the Customer programmes for customers on ServiceNow. Q: How does CX Index trigger surveys from ServiceNow? A: From ServiceNow events, such as an incident or customer service case being resolved. Each answer is stored with the case or incident number, assignment group, category, priority and assigned agent. Q: Is CX Index only for Genesys? A: No. Genesys Cloud CX is our main focus and where most of our customers run, and CX Index also works with ServiceNow, Salesforce, ServiceNow and other leading platforms through the API. --- Page: Voice of the Customer for Zendesk | CX Index URL: https://cxindex.com/voc-for-zendesk/ Home  /  Integrations  /  Zendesk Integrations  ·  Zendesk # Voice of the Customer for Zendesk. CX Index runs customer surveys on Zendesk and links every answer to the interaction behind it. Surveys start from Zendesk events, such as a ticket being solved, or a chat or messaging conversation ending, through the API. Genesys Cloud CX is our main focus, and we already run programmes for customers on Zendesk. ## How it connects. Through the Zendesk API. CX Index listens for events and reads the metadata of each interaction, so every answer arrives with its context. API Event based triggers Metadata On every answer Live Customers on Zendesk today How it works ## From a Zendesk event to an answer you can act on. ### Step 1 Connect CX Index to Zendesk through the API. ### Step 2 Choose the events that start a survey, for example a ticket being solved, or a chat or messaging conversation ending. ### Step 3 Set the channel and the questions. CX Index sends the survey while the experience is still fresh. ### Step 4 Each answer is stored with the ticket ID, group, assignee, tags and channel. ### Step 5 Results, alerts and cases reach the right people, with the interaction behind every number. Tags and groups come through with every answer, so you can see which ticket types and teams leave customers happiest, and which do not. What you get ## The full CX Index platform, on Zendesk. ### AI on every comment Sentiment, intent and topics for every answer, with your choice of LLM provider or your own model. ### Canary early warning Finds what changed in your customer data, explains why in plain English and starts the fix. ### Close the loop AI assisted case management, alerts to the right person and follow up with unhappy customers. ### Scorecards and reporting Gamified agent scorecards, dashboards for every role, scheduled reports and exports to Power BI, Tableau and Snowflake. ### Every channel Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop ups, kiosks and QR codes. ### Security ISO 27001 certified since 2018, hosted on AWS in more than 20 regions, with GDPR, CASL, LGPD and PIPL supported. Other platforms Last updated 21 October 2026 See it with your own data ## See CX Index with your Zendesk data. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Does CX Index work with Zendesk? A: Yes. CX Index connects to Zendesk through the API and already runs Voice of the Customer programmes for customers on Zendesk. Q: How does CX Index trigger surveys from Zendesk? A: From Zendesk events, such as a ticket being solved, or a chat or messaging conversation ending. Each answer is stored with the ticket ID, group, assignee, tags and channel. Q: Is CX Index only for Genesys? A: No. Genesys Cloud CX is our main focus and where most of our customers run, and CX Index also works with Zendesk, Salesforce, ServiceNow and other leading platforms through the API. --- Page: Voice of the Customer for Zoom Contact Center | CX Index URL: https://cxindex.com/voc-for-zoom/ Home  /  Integrations  /  Zoom Contact Center Integrations  ·  Zoom Contact Center # Voice of the Customer for Zoom Contact Center. CX Index runs customer surveys on Zoom Contact Center and links every answer to the interaction behind it. Surveys start from Zoom Contact Center events, such as a voice, chat or messaging engagement ending, through the API. Genesys Cloud CX is our main focus, and we already run programmes for customers on Zoom Contact Center. ## How it connects. Through the Zoom Contact Center API. CX Index listens for events and reads the metadata of each interaction, so every answer arrives with its context. API Event based triggers Metadata On every answer Live Customers on Zoom today How it works ## From a Zoom event to an answer you can act on. ### Step 1 Connect CX Index to Zoom Contact Center through the API. ### Step 2 Choose the events that start a survey, for example a voice, chat or messaging engagement ending. ### Step 3 Set the channel and the questions. CX Index sends the survey while the experience is still fresh. ### Step 4 Each answer is stored with the agent, queue, channel and engagement ID. ### Step 5 Results, alerts and cases reach the right people, with the interaction behind every number. Calls, chats and messaging from Zoom Contact Center are surveyed in one programme, with the agent and queue on every answer. What you get ## The full CX Index platform, on Zoom Contact Center. ### AI on every comment Sentiment, intent and topics for every answer, with your choice of LLM provider or your own model. ### Canary early warning Finds what changed in your customer data, explains why in plain English and starts the fix. ### Close the loop AI assisted case management, alerts to the right person and follow up with unhappy customers. ### Scorecards and reporting Gamified agent scorecards, dashboards for every role, scheduled reports and exports to Power BI, Tableau and Snowflake. ### Every channel Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop ups, kiosks and QR codes. ### Security ISO 27001 certified since 2018, hosted on AWS in more than 20 regions, with GDPR, CASL, LGPD and PIPL supported. Other platforms Last updated 21 October 2026 See it with your own data ## See CX Index with your Zoom data. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: Does CX Index work with Zoom Contact Center? A: Yes. CX Index connects to Zoom Contact Center through the API and already runs Voice of the Customer programmes for customers on Zoom Contact Center. Q: How does CX Index trigger surveys from Zoom Contact Center? A: From Zoom Contact Center events, such as a voice, chat or messaging engagement ending. Each answer is stored with the agent, queue, channel and engagement ID. Q: Is CX Index only for Genesys? A: No. Genesys Cloud CX is our main focus and where most of our customers run, and CX Index also works with Zoom Contact Center, Salesforce, ServiceNow and other leading platforms through the API. --- Page: Trust centre: secure surveys for Genesys Cloud CX | CX Index URL: https://cxindex.com/trust-centre/ Home  /  Trust centre # Information security, answered before you ask. Your Voice of the Customer data holds your customers’ words and your agents’ names. This page sets out how CX Index protects it, where it lives, and what stays in your control. It is written for the security and procurement review, so it is thorough on purpose. Download our ISO certificate Ask a security question Certified ISO 27001:2022 An ISO 27001 certified organisation since 2018. The current certificate is independently audited and valid until August 2027. 20+ AWS regions Choose where your data lives TLS 1.2 Encryption for all data in transit Encrypted at rest Protected data, industry standard Least privilege Every access request authorised and auditable Verify the certificate At a glance ## The answers your security questionnaire will ask for. Summarised here so your reviewer can check the shortlist in one pass. Each line is covered in more detail below. | Certification | ISO 27001:2022, certified since 2018, current certificate valid until August 2027 | Hosting | Amazon Web Services, with data residency available in more than 20 regions | Encryption in transit | All data transmitted over HTTPS using TLS 1.2 | Encryption at rest | Production data classified, with personal and confidential information encrypted using industry standard protocols | Backups | Regular snapshots of production data and infrastructure, a backup of every customer database, and periodic restore testing | Access control | Least privilege, need to know, every request authorised and auditable | Customer controls | Role based access with granular permissions, self managed anonymisation rules, retention and deletion under your control | Data export | Full raw export from inside the platform, by API, or on request | Regulation | Supports GDPR, CASL, LGPD and PIPL | AI governance | Choice of LLM provider or your own model, permissioned data access, token monitoring and a full prompt audit log 01 Certification and compliance ## Audited to an international standard. ### Data security and trust ISO 27001 sets out the security controls we operate and is audited independently. It protects sensitive data and gives your reviewers a standard they already recognise. ### Legal and regulatory alignment Our controls align with GDPR and the requirements of regulated industries, so the programme can run in banking, insurance, healthcare and the public sector. ### Risk management Structured risk assessments and mitigation plans reduce the chance and the impact of a breach or cyberattack. ### Continuous improvement We review infrastructure and services against industry best practice and keep improving them. Certification is renewed through external audit. ### HIPAA, for US healthcare Designed to support HIPAA compliance for US healthcare customers. Talk to us about a Business Associate Agreement. ### Regulations we support GDPR CASL LGPD PIPL 02 Hosting and residency ## Your data, in the region you choose. ### Hosted on Amazon Web Services CX Index runs on AWS and is available in more than 20 regions, so data can stay within the jurisdiction your regulator or your policy requires. Multi region programmes can hold each region’s data separately. ### Backups Production data and infrastructure are snapshotted regularly to allow recovery from a disaster, and every customer database is backed up in addition. Restore procedures are tested periodically. ### Storage Production data is classified. Personally identifiable and other potentially confidential information is encrypted and not available outside the production system. 03 The data we hold ## What is stored, and why. ### Customer feedback CX Index captures customer feedback. When it is integrated with your CRM or helpdesk, it can also store the metadata and conversations related to cases. ### Customer service data An agent’s name, staff ID or email address may be associated with feedback about the quality of the interaction they handled. ### Interactions You decide whether to upload or import data at all. We recommend against storing confidential information, and deletion, storage and retention stay fully in your control. ### Contact CX Index uses email to send staff notifications according to the settings you choose, and the surveys module can send customer surveys by email. ### Data export You can take a full raw export of everything stored in CX Index, from inside the platform, through the API, or on request. That includes staff and feedback records. 04 Protection and control ## Locked down by us. Configured by you. ### Encryption All data in transit is sent over HTTPS using TLS 1.2. Data at rest is classified, and protected information is encrypted using industry standard protocols. ### Access control We operate least privilege. Access is granted on a need to know basis, and every request must be authorised and auditable. ### Your permissions Role based access down to granular permissions, including rules for your own security settings and which attributes each role can see. ### Anonymisation Self managed anonymisation rules, so regulated teams can keep full reporting scope without exposing personal data. ### Audit trail User activity is recorded and reviewable, so every change to the programme has a name and a time against it. ### Secure integration Secure API and SFTP for data exchange, and audience exclusion lists to keep specified people out of every survey. 05 AI governance ## The controls that get AI approved. ### Your model, or ours Choose from multiple LLM providers or bring your own, so your existing AI policy covers your customer data. ### Permissioned access Decide exactly which data AI features can read, and which roles can use them. ### Prompt audit log Every prompt is logged, so any AI generated insight can be traced back to what was asked. ### Usage monitoring Token monitoring shows how AI is being used and what it costs, before the invoice does. Documents ## Everything your reviewer will ask for. ISO 27001:2022 certificate Independently issued and verifiable online. Valid until August 2027. View certificate Privacy notice What we collect, why, who we share it with and your rights. Read the notice Data protection policy Our terms and data protection commitments, sent on request. Request it Security questionnaire We complete your security questionnaire as part of procurement. Request it Sub processors and DPA Our sub processor list and data processing agreement, sent on request. Request it Questions ## Frequently asked questions. Q: Are CX Index surveys secure for Genesys Cloud CX? A: Yes. CX Index has been ISO 27001 certified since 2018, is hosted on AWS in the region you choose, encrypts personal data and connects to Genesys Cloud CX through its supported integration, with role based access and audit logs. Q: Is CX Index ISO 27001 certified? A: Yes. CX Index is ISO 27001:2022 certified, has been certified since 2018, and the current certificate is valid until August 2027. Q: Where is CX Index data hosted? A: On Amazon Web Services, with data residency available in more than 20 regions. Q: Can we export our data? A: Yes. You can take a full raw export from inside the platform, through the API, or on request. Q: Which privacy regulations does CX Index support? A: GDPR, CASL, LGPD and PIPL. Q: Is CX Index HIPAA compliant? A: Designed to support HIPAA compliance for US healthcare customers. Talk to us about a Business Associate Agreement. Last updated 21 October 2026 Security review ## Send us your security questionnaire. CX Index is built natively on Genesys Cloud CX and installed from the AppFoundry. Send us your questionnaire and we will turn it round while the commercial conversation is still going. Send us your questionnaire Back to the homepage --- Page: CX Index reviews: Gartner Peer Insights and G2 ratings | CX Index URL: https://cxindex.com/reviews/ Home  /  Reviews Reviews and ratings # What customers say about CX Index. CX Index is reviewed by verified customers on Gartner Peer Insights, in the Voice of the Customer Platforms market, and on G2. These are the independent places to read what customers think. Book a 30 minute demo See the Genesys comparison ## Rated by customers. Ratings as shown on each site on 29 September 2026. 5.0 Gartner Peer Insights, from 8 reviews 4.7 G2, from 12 reviews Voice of the Customer Gartner Peer Insights market Genesys Built natively on Genesys Cloud CX Read the reviews ## Two independent review sites. ### Gartner Peer Insights Gartner Peer Insights publishes reviews from verified users of enterprise software. CX Index is listed in the Voice of the Customer Platforms market and rated 5.0 from 8 reviews. ### G2 G2 publishes reviews from verified software users. CX Index is rated 4.7 from 12 reviews. ### Ask a customer We are happy to introduce you to a customer in your sector running CX Index on Genesys Cloud CX. Ask us. Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content. Last updated 21 October 2026 See it with your own data ## See why customers rate it. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Results ## What customers have measured. Real outcomes from CX Index customers. Some prefer not to be named, so we describe them instead. ### 500% More survey responses at ATB Financial, after moving to Genesys Cloud. Read the case study ### 375% More survey responses at a large UK grocery retailer. ### 220% More survey responses at a US city. ### 33% Higher in store NPS at SuperValu, and 23% higher online. Read the case study ### 9 of 10 Months of improvement in key experience metrics at Ahold Delhaize USA. Read the case study ### €14 Extra spent each week by SuperValu promoters. Read the case study Questions ## Frequently asked questions. Q: Which Voice of the Customer vendors are rated on Gartner Peer Insights? A: Gartner Peer Insights lists vendors in its Voice of the Customer Platforms market, each rated by verified users. CX Index is listed there and rated 5.0 from 8 reviews. You can compare vendors in that market on the Gartner Peer Insights site. Q: What is the CX Index rating on Gartner Peer Insights? A: 5.0 out of 5, from 8 reviews, in the Voice of the Customer Platforms market. Q: What is the CX Index rating on G2? A: 4.7 out of 5, from 12 reviews. Q: Where can I read CX Index reviews? A: On Gartner Peer Insights and on G2. --- Page: David Heneghan, Co-founder and CEO of CX Index | CX Index URL: https://cxindex.com/company/david-heneghan/ Home  /  About  /  David Heneghan About  ·  David Heneghan # David Heneghan Co-founder and CEO of CX Index. David founded CX Index in Dublin in 2012, after two years trading bonds at Credit Suisse and Lehman Brothers. He writes The Awkward Question, a newsletter on customer experience, AI and the questions most vendors would rather you did not ask. ## Why a trader built a feedback company. In a trading room every number is read for what it is worth. David built CX Index to read customer feedback the same way, as it happens and with a value attached. 2012 Founded CX Index Dublin Based in Dún Laoghaire Genesys Specialist in Genesys Cloud CX Writer The Awkward Question Writing ## Recent articles. - Containment measures the bot. Who is measuring the customer? - Want to stand out in customer experience? Find the blind spots. - How to get higher survey response rates - Voice and IVR survey design: what to get right Follow David on LinkedIn See it with your own data ## Talk to David and the team. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform --- Page: About CX Index | CX Index URL: https://cxindex.com/company/ Home  /  About About CX Index # Customer feedback is a financial asset. We built a company that treats it like one. CX Index was founded in Dublin in 2012. We run Voice of the Customer programmes for enterprise contact centres in Europe, the Americas and Africa, and we are the specialist Voice of the Customer platform for Genesys Cloud CX. Book a 30 minute demo See the platform ## CX Index at a glance. Founded in Dún Laoghaire, Dublin, where we are still headquartered. 2012 Founded in Dublin 5.0 Gartner Peer Insights rating ISO 27001 Certified since 2018 20+ AWS regions Where customer data can be held Where we come from ## A trading room view of customer experience. ### Every number has a value. Before CX Index, David spent two years trading bonds at Credit Suisse and Lehman Brothers. In a trading room every number is read for what it is worth and what it is about to do. ### Feedback deserved the same. Most companies were collecting customer feedback and reading it once a month. We thought it should be read like market data, as it happens, with a value attached. ### So we built for that. A customer you keep is revenue you do not have to replace. Everything we build reports feedback in terms a finance director recognises. What we believe ## Three things we will not change. ### Ask the customer. Automation can tell you what the system did. The customer is the one who knows whether it worked, and hardly anyone is asking them. ### Go deep where it matters. We chose to specialise in Genesys Cloud CX. Our customers get a platform built for the estate they already run, and a team that knows it inside out. ### Stay for years. Our longest customer relationship has run for thirteen years. We would rather keep a customer than win a new one. Our story ## Fourteen years, one idea. 2012 ### Founded in Dublin David and Piotr start CX Index. Piotr joins as co-founder and CTO, bringing years of building custom technology for enterprise clients. 2015 ### Recognised with CarTrawler After nearly two years building a programme with CarTrawler, we win a global innovation award for customer experience together at the Ovum Industry Congress in London. 2016 ### High potential start up Enterprise Ireland backs CX Index as a High Potential Start Up. 2018 ### Retail and security We move into retail with some of the best known names in Ireland and Canada, and become ISO 27001 certified. 2020 ### Into the cloud Our cloud platform launches and cuts onboarding from months to hours for many customers. 2021 ### Built for Genesys We focus the product on Genesys Cloud CX and the AppFoundry, and rebuild it for the way Genesys customers work. 2023 ### Partner led Genesys partners and resellers become our main route to market, backed by our own demo and onboarding support. 2024 ### Generative AI Large language models arrive in the platform, reading every comment for sentiment, intent and the reason behind the score. 2026 ### Canary and OutLoud Canary brings always on early warning to customer data, and OutLoud brings compliant review invitations to every customer. How we work ## What working with us looks like. ### Built on Genesys Cloud CX Installed from the AppFoundry, triggered by your Genesys interactions and live alongside your Genesys build. ### Partner led Most customers reach us through a Genesys partner. We back every partner deal with demos, discovery and requirement comparisons. ### Security from the start ISO 27001 certified since 2018, with customer data held in the AWS region you choose. ### Engineering in Europe Our engineering team is in Poland, our headquarters in Dublin, and we work across time zones from the Americas to Africa. ### A named team You deal with people who know your programme, from onboarding to the quarterly review. ### Open where it counts Built for Genesys, and connected to Salesforce, ServiceNow, your data warehouse and other leading technologies. Get in touch Questions ## Frequently asked questions. Q: Who founded CX Index? A: CX Index was founded in 2012 by David, a former bond trader at Credit Suisse and Lehman Brothers, and Piotr, who joined as co-founder and CTO. Q: Where is CX Index based? A: CX Index is headquartered in Dún Laoghaire, Dublin, Ireland. The legal entity is Feedback Analytics Limited, registered in Ireland with company number 499955. Q: Does CX Index only work with Genesys? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX, and it also connects to other systems including Salesforce, ServiceNow and other leading technologies, through its API and secure file transfer. See it with your own data ## Talk to the people who built it. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: AI powered surveys and VoC on Genesys Cloud CX | CX Index URL: https://cxindex.com/ai-innovation/ Home  /  Platform  /  AI Understand # Prove your AI investment is working. You have invested in Genesys, one of the recognised leaders in contact centre as a service, and in the automation that runs on it. Sooner or later the board asks what it did for customers. CX Index gives you the answer, measured by the people the AI serves. Book a 30 minute demo See the whole platform ## AI you can defend in the boardroom. Speed and cost are easy to prove. Quality is the hard part, and it is the part your customers notice. Performance Index Humans, bots and the blend on one scale Your model Choose the provider or bring your own Audit log Every prompt recorded Genesys native Built into the platform you invested in Why it matters now ## The numbers that prove AI worked are the ones nobody collects. ### Automation gets judged on its own numbers. Containment and handle time go up. Whether the customer got what they came for goes unmeasured. CX Index closes that gap. ### Every channel, one standard. Agents, bots and blended journeys are scored the same way, so you can compare them honestly and move work to where it performs. ### AI that security will approve. Your provider, your data permissions, your audit trail. The controls that get AI past a risk committee. The Performance Index ## One score for people, bots and everything in between. As spend moves to AI, the focus drifts to speed and cost. The Performance Index keeps quality in the frame. Every interaction is scored on the same scale, whoever or whatever handled it, so you can automate where it holds up and keep people where they matter. ### Human agents Scored by the customers they served. ### AI and bots Scored the same way, on the same scale. ### Blended journeys Handoffs measured end to end. ### One index A single view of quality across all three. What you get ## AI that does the work, with you in control. ### Every conversation summarised Conversations are transcribed and summarised with the core problem pulled out, so a case arrives ready to work. ### Suggested resolutions AI proposes how to resolve an issue from what has worked before, so agents respond faster and more consistently. ### Emotion and intent Frustration, relief, mixed feelings and what the customer actually meant, beyond positive and negative. ### Topics found for you Themes surface across thousands of comments automatically, with no categories to set up first. ### Ask in plain language Question your feedback the way you would an analyst, and get an answer grounded in your own data. ### Governed by design Choice of LLM provider or your own model, custom prompts and personas, permissioned data access, token monitoring and a full prompt audit log. Real product screens. Click any screen to open it full size. Explore the platform Questions ## Frequently asked questions. Q: What are AI powered surveys on Genesys Cloud CX? A: Surveys where AI reads every answer as it arrives. CX Index uses large language models to find sentiment, topics and the reason behind each score, scores agents and bots on one Performance Index and flags what needs attention, with the model and data access under your control. Q: What is the CX Index Performance Index? A: A single quality score for human agents, AI and bots, and blended journeys, measured by the customers each one served. Q: Can we bring our own LLM? A: Yes. You can choose your LLM provider or bring your own model, with permissioned data access. Q: How does CX Index keep AI auditable? A: Every prompt is logged, token usage is monitored and access to data is permissioned by role. See it with your own data ## Show the board what your AI did for customers. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme. Book a demo See the whole platform --- Page: Surveys and VoC for banks on Genesys Cloud CX | CX Index URL: https://cxindex.com/banking/ Home  /  Solutions  /  Banking Solutions  ·  Banking # Hear it before the customer switches. Moving a current account takes a few taps now. Customers rarely tell you they are leaving. They tell you something smaller first, in a call, a chat or a complaint. We make sure somebody hears it, and we put it in terms finance and risk already use. Book a 30 minute demo See the platform ## Built for regulated contact centres. Every response tied to the interaction it came from, stored in the region you choose and handled under ISO 27001. 500% More survey responses at ATB Financial 20+ AWS regions Your data stays where your regulator expects ISO 27001 Certified since 2018 Full history Every complaint case carries the whole story Why it matters now ## Loyalty in banking is easier to lose than it used to be. ### Switching is easy. Open banking and app based challengers mean a customer can move without ever visiting a branch. The warning signs show up in service conversations first. ### Outcomes are regulated. In the UK, Consumer Duty asks firms to evidence good customer outcomes. Regulators elsewhere are moving the same way. ### Most journeys start in the app. When a customer gives up and calls, you need to know what went wrong before they reached the agent. Where we add value ## Customer surveys and Voice of the Customer for banks on Genesys Cloud CX. What changes for your bank. ### Evidence of good outcomes Feedback linked to the interaction, the product and the agent. You can show a regulator what customers actually experienced. ### Vulnerable customers spotted Comments that point to hardship, bereavement or confusion reach a trained team the same day. ### Relationships saved Low scores and complaint language open a case with a callback. The agent sees the full history before dialling. ### App and agent in one view See what happened in the app before the call, so the fix goes to the journey that caused the call. ### Numbers finance trusts Retention and revenue at risk expressed in money, next to the scores. ### Fewer repeat contacts See which journeys bring customers back a second and third time, and what they say when they do. Early warning ## Told when something changes, with the reason attached. Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it. Mortgage customers mentioning rate changes doubled in comments this week.Spotted Flagged with the comments behind it, weeks before the monthly report would have shown it. Card dispute scores fell after last Tuesday's process change.Explained Linked to the change and the queue, so the fix goes to the team that made it. Three low scores from the same business customer in ten days.Acted on A case opens and the relationship manager gets a callback task with the history attached. Results ## What customers have seen. +30% NPS for ATB Financial, a major North American bank +500% More survey responses at ATB Financial Who we work with ## ATB Financial runs its customer programme on CX Index, alongside banks in Latin America and the UK. Read the ATB Financial case study 500% more survey responses after moving their programme to CX Index. Guides Explore every sector Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for banks on Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For banks, it ties every piece of feedback to the interaction, product and agent behind it, flags vulnerable customers and shows which customers are at risk of switching. Q: How do banks run customer surveys on Genesys Cloud CX? A: CX Index triggers a survey from the Genesys interaction itself, after a call, chat, bot conversation or callback. The customer answers by voice, SMS, email or web, and every answer is linked to the interaction, the agent and the product it was about. Q: What should a bank measure after a contact centre call? A: Whether the problem was solved, how easy it was and how the customer feels about the bank afterwards. Pair one score with one open question, and route any comment that suggests a complaint or a vulnerable customer to a person the same day. Q: Can CX Index help with Consumer Duty evidence? A: It gives you customer outcome evidence tied to real interactions, products and agents, with the comments behind every score. Your compliance team decides how it is used in your reporting. Q: Where is our data stored? A: In the AWS region you choose, from more than 20. CX Index has been ISO 27001 certified since 2018. Q: Does it only cover the contact centre? A: No. Branch, app and web journeys can be measured in the same programme as your Genesys interactions. Last updated 21 October 2026 See it with your own data ## Hear what your customers say before they switch. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: Chat survey design, including on Genesys Cloud CX | CX Index URL: https://cxindex.com/blog/chat-survey-design/ Home  /  Blog Programme design # Chat survey design: what to get right Chat is one of the easiest channels to survey, because the customer is already there and already typing. Three decisions shape everything else: your objective, the timing and the format. DH David Heneghan Co-founder and CEO, CX Index  ·  23 May 2026  ·  3 minute read ### The short version - Decide what you are measuring first, whether that is satisfaction, effort or agent performance. - Survey straight after the chat ends, inside the chat window where you can. - Keep it to three to five questions, and follow up on every poor score. ## Set a clear objective Know the purpose. Decide what the survey is for. Customer satisfaction, agent performance and product feedback each need different questions. Choose the metric. Pick the measure that fits the goal, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) or Customer Effort Score (CES). ## Get the timing right At the end of the chat. Ask straight after the conversation, while it is fresh. After key moments. Consider surveys after particular touchpoints, such as the resolution of a complex issue. ## Choose the format Chat surveys come in two formats, and each has strengths. In chat. Questions and answers go back and forth inside the chat window. It feels conversational and keeps people engaged, but it limits how deep and complex the questions can be. Weblink. The customer follows a link to a separate survey page. It handles longer surveys with several pages, but some customers drop off when they leave the chat. The customer is already in the chat window. Ask them there. ## Length and questions - Keep it short. Aim for three to five questions where you can. - Keep it clear. Use simple language that needs no explanation. - Mix question types. Combine ratings, multiple choice and a free text question, so you get the score and the reason behind it. ## Make it personal and easy - Personalise it. Use the customer's name and refer to their issue. - Keep it relevant. Tailor the questions to the chat that just happened. - Make it work on a phone. Many chat customers are on mobile. - Make it easy to finish. Moving between questions and submitting should take no thought. ## Close the loop Act on what you learn. Share the insight with the teams who can fix the cause. Respond to customers. Follow up with customers who report a poor experience, so they can see their feedback was heard. ## Triggers - Automatic after the chat. The survey appears as soon as the session ends. - By API. The survey starts automatically when the chat platform reports the chat has ended. - Agent triggered. The agent sends the survey link in the chat window, during or after the conversation. ## Test it first Pilot the survey with a small group to catch unclear questions and technical issues, then keep improving it based on the results. ## Privacy Tell customers what the survey is for and how their data will be used, and make sure you have the consent the law requires. DH David Heneghan Co-founder and CEO of CX Index. David writes The Awkward Question, a newsletter on customer experience, AI and the questions nobody else is asking. Share on LinkedIn Share on X ### Sign up for The Awkward Question. Our newsletter on customer experience, AI and the questions most vendors would rather you did not ask. Questions ## Questions about this topic. Q: How do chat surveys work on Genesys Cloud CX? A: The survey appears in the chat or messaging window as soon as the conversation ends, or as a link to a short web survey. It works for conversations handled by agents and by bots, and every answer is linked to the Genesys interaction. Keep reading AI and automation Containment measures the bot. Who is measuring the customer? Containment is the number every AI business case is built on. 4 minute read Strategy Want to stand out in customer experience? Find the blind spots. Copying what the best companies do well makes you a weaker version of them. 2 minute read Programme design How to get higher survey response rates The best questions in the world are worth nothing if nobody answers them. 4 minute read Set it up in Genesys Cloud All posts --- Page: Containment measures the bot. Who measures the customer? | CX Index URL: https://cxindex.com/blog/containment-measures-the-bot/ Home  /  Blog AI and automation # Containment measures the bot. Who is measuring the customer? Containment is the number every AI business case is built on. It tells you the bot finished the conversation. Whether the customer's problem went away is another question entirely. DH David Heneghan Co-founder and CEO, CX Index  ·  21 September 2026  ·  4 minute read ### The short version - Containment counts conversations that ended without a human. It cannot see whether the issue was resolved. - Contact centres learned this lesson once already, with first contact resolution. - The fix is the same as last time. Ask the customer, on the automated journey, straight after it ends. When a bot handles a conversation from start to finish, it counts as contained. The customer never reached an agent. On a dashboard that looks like success, and in a business case it looks like saved cost. The trouble is what containment cannot see. A customer who gets the answer they needed is contained. So is a customer who gives up, closes the chat and rings back tomorrow. So is the one who goes to a competitor. The metric scores all three the same. A customer who gives up looks exactly like a customer who got what they needed. ## We have been here before First contact resolution went through the same thing. For years it was measured from the system side, by whether a case was closed or whether a repeat call arrived within a set window. Then contact centres started asking customers whether their issue was resolved, and the two numbers rarely agreed. The customer's answer won, because it was the one that predicted whether they stayed. ### The awkward question If your containment rate went up last quarter, did your repeat contact rate go down? If you cannot answer that, you do not yet know whether your automation is working. ## Ask the customer The fix is the one that worked for first contact resolution. Ask the customer, on the automated journey, straight after it ends. Did you get what you came for? How easy was it? Would you use it again? Put that answer next to the containment figure and you have a number a board can trust. You can see where the bot resolves issues and where it only ends conversations. You can move work to automation where it holds up, and keep people where they matter. Your AI investment deserves a measure that tells the truth about it. DH David Heneghan Co-founder and CEO of CX Index. David writes The Awkward Question, a newsletter on customer experience, AI and the questions nobody else is asking. Share on LinkedIn Share on X ### Sign up for The Awkward Question. Our newsletter on customer experience, AI and the questions most vendors would rather you did not ask. Keep reading Strategy Want to stand out in customer experience? Find the blind spots. Copying what the best companies do well makes you a weaker version of them. 2 minute read Programme design How to get higher survey response rates The best questions in the world are worth nothing if nobody answers them. 4 minute read Programme design Voice and IVR survey design: what to get right IVR surveys catch customers straight after a call, which makes them some of the most valuable feedback you can collect. 3 minute read All posts --- Page: Find the customer experience blind spots | CX Index URL: https://cxindex.com/blog/find-the-cx-blind-spots/ Home  /  Blog Strategy # Want to stand out in customer experience? Find the blind spots. Copying what the best companies do well makes you a weaker version of them. The advantage is in the moments they get wrong. DH David Heneghan Co-founder and CEO, CX Index  ·  2 July 2026  ·  2 minute read ### The short version - Study where your competitors disappoint customers, as well as where they shine. - Make those exact moments unreasonably good in your own experience. - Ask your own customers why they chose you, why they left a rival and what frustrated them most. ## A lesson from the world's best restaurant One of the most useful lessons in customer experience comes from the American restaurateur Will Guidara, author of Unreasonable Hospitality. When he was running Eleven Madison Park, his team studied the world's top restaurant. They were told to look for what disappointed them, as well as what it did well. That is where the opportunity was. If you copy what competitors do well, you end up as a watered down version of them. Look instead for the moments they overlook. The underwhelming ones, the frustrating ones and the robotic ones. Then make those exact moments unreasonably good. Find the moments your competitors overlook, and make those exact moments unreasonably good. ## Walk your competitors' journeys Every organisation should regularly walk through the customer journey its competitors offer. Learn from what they do well, and write down every gap they leave open. That is where a competitive advantage comes from. ## Scale it with your own customers Mystery shopping only gets you so far. Your own customers have already been through your competitors' journeys, and they will tell you what they found if you ask. CX Index makes this part of your programme, with questions like these: - Why did you choose us over Company X? - Why did you leave Company Y? - What frustrated or disappointed you most about your experience with Company Y? Every answer to those questions is a lead worth acting on. ### The awkward question Do you know the three moments where your biggest competitor lets customers down? If not, your customers do, and hardly anyone is asking them. ## Be great where others are average Matching the industry leaders gets you parity. Standing out comes from the places others ignore. CX Index helps companies find those blind spots and act on them, so a missed opportunity becomes the moment a customer remembers. DH David Heneghan Co-founder and CEO of CX Index. David writes The Awkward Question, a newsletter on customer experience, AI and the questions nobody else is asking. Share on LinkedIn Share on X ### Sign up for The Awkward Question. Our newsletter on customer experience, AI and the questions most vendors would rather you did not ask. Keep reading AI and automation Containment measures the bot. Who is measuring the customer? Containment is the number every AI business case is built on. 4 minute read Programme design How to get higher survey response rates The best questions in the world are worth nothing if nobody answers them. 4 minute read Programme design Voice and IVR survey design: what to get right IVR surveys catch customers straight after a call, which makes them some of the most valuable feedback you can collect. 3 minute read All posts --- Page: Blog: asking the awkward questions | CX Index URL: https://cxindex.com/blog/ Home  /  Resources  /  Blog # Asking the awkward questions. Customer experience, AI and the Genesys contact centre, written by people who run Voice of the Customer programmes for a living. AI and automation  ·  Latest ## Containment measures the bot. Who is measuring the customer? Containment is the number every AI business case is built on. It tells you the bot finished the conversation. Whether the customer's problem went away is another question entirely. David Heneghan  ·  4 minute read AllAI and automationProgramme designStrategy Strategy Want to stand out in customer experience? Find the blind spots. Copying what the best companies do well makes you a weaker version of them. 2 minute read Programme design How to get higher survey response rates The best questions in the world are worth nothing if nobody answers them. 4 minute read Programme design Voice and IVR survey design: what to get right IVR surveys catch customers straight after a call, which makes them some of the most valuable feedback you can collect. 3 minute read Programme design SMS survey design: what to get right SMS reaches customers wherever they are, and most people read a text within minutes. 3 minute read Programme design Chat survey design: what to get right Chat is one of the easiest channels to survey, because the customer is already there and already typing. 3 minute read ### Sign up for The Awkward Question. Our newsletter on customer experience, AI and the questions most vendors would rather you did not ask. --- Page: SMS survey design, including on Genesys Cloud CX | CX Index URL: https://cxindex.com/blog/sms-survey-design/ Home  /  Blog Programme design # SMS survey design: what to get right SMS reaches customers wherever they are, and most people read a text within minutes. The format is tight, so every word and every question has to earn its place. DH David Heneghan Co-founder and CEO, CX Index  ·  28 May 2026  ·  3 minute read ### The short version - Keep SMS surveys very short, with simple closed questions and clear reply instructions. - Use a conversational one question at a time format, or a link to a mobile survey. - Always include an easy way to opt out, as the law requires in most markets. ## Content and design Keep it short. Character limits and the nature of texting mean SMS surveys have to be very brief. Structure each message. Every message should be short, clear and easy to answer quickly. Simple questions. Use closed questions, such as yes or no or a rating scale, to keep the effort low. A conversational tone. Keep it friendly. It keeps people engaged and reflects well on your brand. ## Two formats Back and forth. Send one question per text and wait for the reply before sending the next. Give simple instructions, such as "Reply YES or NO". Link to a mobile survey. Send a short message with a link to a fuller survey in the browser. You keep the text brief and still get a well designed survey. Make sure the linked page works properly on a phone. Using both lets you choose the right depth for each journey. ## The first message Introduce it clearly. Say what the survey is for and why it matters, and use the customer's name if you can. Consent and context. Make sure the customer has agreed to receive messages, in line with privacy rules. Explain the benefit. Tell customers how their feedback will make a difference, and mention any reward. ## After the survey Say thank you. Send an acknowledgement when the survey is complete. Where an answer needs follow up, have a process ready. Share what changed. Telling customers what you did with their feedback builds loyalty. ## Testing Test the full flow across the main phones and networks before launch. Decide in advance how responses will be recorded and analysed, so insight arrives while it is still useful. ## Triggers - Automatic, by API. The survey is sent after a specific event, such as a closed case. - Agent triggered. An agent sends the survey as part of a follow up. - Bulk upload. Surveys are sent to a list uploaded as a CSV file. - Scheduled. Surveys go out at the times customers are most likely to reply. Every SMS survey needs a simple way out, such as replying STOP. ## Opting out, and the law Give recipients a simple way to opt out of future messages, such as replying STOP. It respects their choice, and in many countries it is required. Examples include: - United States: the Telephone Consumer Protection Act (TCPA). - Canada: Canada's Anti Spam Legislation (CASL). - European Union: the GDPR and the ePrivacy Directive. - United Kingdom: the UK GDPR and PECR. - Australia: the Spam Act 2003. - New Zealand: the Unsolicited Electronic Messages Act 2007. - South Africa: the Protection of Personal Information Act (POPIA). - Singapore: the Personal Data Protection Act (PDPA). - Hong Kong: the Unsolicited Electronic Messages Ordinance. This list is not complete and the rules change, so check with legal advisers in each country you send to. It is a summary for context, not legal advice. DH David Heneghan Co-founder and CEO of CX Index. David writes The Awkward Question, a newsletter on customer experience, AI and the questions nobody else is asking. Share on LinkedIn Share on X ### Sign up for The Awkward Question. Our newsletter on customer experience, AI and the questions most vendors would rather you did not ask. Questions ## Questions about this topic. Q: How do I send an SMS survey after a Genesys Cloud CX interaction? A: CX Index sends the SMS automatically when the Genesys interaction ends, either as a short back and forth conversation or as a link to a mobile survey. Each answer is linked to the interaction, and opt outs are handled for you. Keep reading AI and automation Containment measures the bot. Who is measuring the customer? Containment is the number every AI business case is built on. 4 minute read Strategy Want to stand out in customer experience? Find the blind spots. Copying what the best companies do well makes you a weaker version of them. 2 minute read Programme design How to get higher survey response rates The best questions in the world are worth nothing if nobody answers them. 4 minute read Set it up in Genesys Cloud All posts --- Page: How to get higher survey response rates | CX Index URL: https://cxindex.com/blog/survey-response-rates/ Home  /  Blog Programme design # How to get higher survey response rates The best questions in the world are worth nothing if nobody answers them. Here is how to design surveys that customers actually complete, channel by channel. DH David Heneghan Co-founder and CEO, CX Index  ·  13 June 2026  ·  4 minute read ### The short version - Keep transactional surveys under a minute, and use data you already hold for the context. - Survey on the channel the customer used, as soon as the interaction ends. - Low response rates lead to biased data and to decisions based on the wrong customers. ## Typical response rates by channel Response rates vary a lot with the channel, the audience and the design. As a rough guide, these are the ranges commonly seen: - Email: around 8 to 30 per cent. - Chat and in app pop ups: around 5 to 15 per cent. - Voice and IVR: around 10 to 30 per cent. Where you land inside those ranges comes down to the seven things below. ## 1. Keep it short Completion drops fast as a survey gets longer. A short, focused survey respects the customer's time and gives you more reliable data. - Aim for transactional surveys that take no longer than a minute. - Use metadata from your other systems, such as Genesys, for the context of the interaction, so you do not have to ask for it. - Ask only the questions you will act on, in plain language. ## 2. Pick the right channel The channel a survey arrives on has a big effect on whether it gets completed. Different customers prefer different channels. - Look at your customer data to see which channels people actually use. - Use more than one channel to reach a broader group of customers. - Make sure every survey works well on a phone, especially over SMS and email. ## 3. Write an invitation people want to open The invitation is often your first contact, and first impressions count. - Use a subject line that explains why the survey matters. - Personalise it with the customer's name and the interaction it relates to. - Say how long it will take, and mention any incentive. ## 4. Consider an incentive An incentive gives the customer an immediate reason to take part. - Discounts, vouchers or entry into a prize draw all work. - Keep the value in proportion to the effort you are asking for. - Explain the details clearly in the invitation. ## 5. Send it at the right time For transactional surveys, sooner is better. Asking straight after the interaction catches the experience while it is fresh, so the feedback is more accurate. It also shows the customer you care about what just happened. - For relationship surveys, send when your audience is most engaged, such as lunchtime or just after the working day. - Avoid weekends and busy periods unless you know your customers respond then. - Send one reminder to people who have not replied. For transactional surveys, ask while the experience is still fresh. ## 6. Test and keep testing - A/B test the wording, length and incentive. - Look at where people drop out, and fix those questions first. - Review the survey regularly and adjust based on what you find. ## 7. Earn trust Customers answer honestly when they trust you with their data. - Link to your privacy notice in the invitation and the survey. - Use a survey platform with strong, certified security. - Offer anonymity where it suits the purpose of the survey. ## What low response rates cost you Surveying customers on the wrong channel adds effort, and more effort means fewer responses. Low response rates hurt a VoC programme in several ways. The feedback loop breaks. Without enough responses there is too little evidence to act on with confidence. The investment looks weak. Time, money and people spent on the programme only pay back if there are enough responses to learn from. Low numbers undermine how the programme is seen internally. The data becomes biased. When only the very happy and the very unhappy reply, the results do not represent your customers as a whole. Decisions based on them can send resources to the wrong places. It can signal a wider problem. Low engagement with surveys can mean customers do not believe their feedback will change anything. Over time that erodes trust in the brand. ### The awkward question Who is answering your surveys? If it is mostly your happiest and angriest customers, your scores describe them, and not the people in the middle you most need to keep. ## The short answer High response rates come from a short survey, on the right channel, at the right moment, with an invitation that respects the customer. Get those right and the data you collect is worth acting on. DH David Heneghan Co-founder and CEO of CX Index. David writes The Awkward Question, a newsletter on customer experience, AI and the questions nobody else is asking. Share on LinkedIn Share on X ### Sign up for The Awkward Question. Our newsletter on customer experience, AI and the questions most vendors would rather you did not ask. Keep reading AI and automation Containment measures the bot. Who is measuring the customer? Containment is the number every AI business case is built on. 4 minute read Strategy Want to stand out in customer experience? Find the blind spots. Copying what the best companies do well makes you a weaker version of them. 2 minute read Programme design Voice and IVR survey design: what to get right IVR surveys catch customers straight after a call, which makes them some of the most valuable feedback you can collect. 3 minute read Set it up in Genesys Cloud All posts --- Page: IVR and post call survey design on Genesys Cloud CX | CX Index URL: https://cxindex.com/blog/voice-survey-design/ Home  /  Blog Programme design # Voice and IVR survey design: what to get right IVR surveys catch customers straight after a call, which makes them some of the most valuable feedback you can collect. They also go wrong in very particular ways. DH David Heneghan Co-founder and CEO, CX Index  ·  3 June 2026  ·  3 minute read ### The short version - Keep voice surveys to one or two minutes, with clear, natural prompts. - Select customers at random so agents cannot choose who gets surveyed. - Choose keypad or speech input based on your customers, and test it. ## Prompts and script Clarity and tone. Prompts should be clear, short and professional, in a tone that matches your brand. Script quality. Write scripts in plain language with no jargon. Test them out loud to make sure they flow naturally. ## Length Aim for one to two minutes, focused on the questions that matter most. ## Triggers Decide how the survey starts. It can be offered at the start of the call, triggered automatically at the end, or started by the customer opting in during the call. If you use an opt in, make it simple, such as pressing a key, and keep it from disrupting the call. The common options are: - Opt in at the start. The customer agrees to take part at the beginning of the call. - Agent trigger. The agent starts the survey as the call wraps up. - Automatic transfer at the end. The call moves to the survey without the agent doing anything. - Offered in the IVR menu. The customer chooses to take part from a menu option. - Triggered by outcome. The survey runs after particular outcomes, such as an unresolved issue. ## Branching Use branching so each respondent only hears the questions that apply to them, based on their earlier answers. It keeps the survey relevant and short. ## Speech or keypad Decide whether customers answer by speaking or by pressing keys, known as DTMF. Speech feels more natural but can mishear. Keypad input is precise but feels more mechanical. Base the choice on your customers and test both if you can. If agents can choose who gets the survey, your scores measure their choices. ## Avoiding bias Random selection. Select customers for the survey at random, automatically, so agents cannot pick the callers they expect to score well. Transparency with agents. Explain the survey to agents as part of quality, and make clear they have no say in who is asked. ## Using the data Real time monitoring. Watch responses as they come in, so a poor score can trigger a follow up while it still matters. Acting on it. Plan in advance who receives the insight and what they will do with it. Feedback that is never shared changes nothing. Continuous improvement. Review the questions, prompts and process regularly, based on the responses you get. ## Privacy and consent Follow the data protection rules in each market you operate in. Tell customers what the survey is for and how their answers will be used. Decide whether responses should be anonymous, and say so. ### The awkward question Who decides which callers are surveyed in your contact centre today? If the answer is anyone other than a random selection, your voice scores may be flattering you. DH David Heneghan Co-founder and CEO of CX Index. David writes The Awkward Question, a newsletter on customer experience, AI and the questions nobody else is asking. Share on LinkedIn Share on X ### Sign up for The Awkward Question. Our newsletter on customer experience, AI and the questions most vendors would rather you did not ask. Questions ## Questions about this topic. Q: How do I set up an IVR survey on Genesys Cloud CX? A: Transfer the caller to the survey automatically at the end of the call, or offer it at the start. CX Index runs the survey from the Genesys interaction, selects callers at random and links every answer to the conversation, the agent and the queue. Q: Should a post call survey use keypad or speech? A: Keypad input is precise and works everywhere. Speech feels more natural but can mishear. Many programmes use keypad for the scores and speech for one open question at the end. Keep reading AI and automation Containment measures the bot. Who is measuring the customer? Containment is the number every AI business case is built on. 4 minute read Strategy Want to stand out in customer experience? Find the blind spots. Copying what the best companies do well makes you a weaker version of them. 2 minute read Programme design How to get higher survey response rates The best questions in the world are worth nothing if nobody answers them. 4 minute read Set it up in Genesys Cloud All posts --- Page: Surveys and VoC for BPOs on Genesys Cloud CX | CX Index URL: https://cxindex.com/bpos/ Home  /  Solutions  /  BPO Solutions  ·  BPO # Prove the value you deliver to every client. A BPO keeps its clients on evidence. Your clients see handle time and cost per contact every week. They rarely see what their own customers thought of the service. We give you that evidence for every client, in their brand, in a form their leadership will read. Book a 30 minute demo See the platform ## Trusted by operators who run service for others. Sedgwick and Fexco run customer programmes on CX Index, alongside global customer service outsourcers. Every client One platform, each programme kept separate Client branded Surveys and reports in your client's colours Agent level Feedback on every agent and team Renewal ready Evidence for every quarterly review Why it matters now ## Quality is what keeps the contract. ### Cost is easy to compare. If handle time and cost per contact are the only numbers in the room, the cheapest bid wins. Customer feedback puts quality on the table. ### Renewals come round fast. Most contracts are reviewed every year. The operator who can show the improvement keeps the work. ### Every client wants it their way. Different brands, surveys, languages and reports. A separate tool for each client eats into margin. Proving the value ## The questions your clients ask at renewal, answered. Are my customers happier since you took this on? Which of your agents handle my customers best? What are my customers unhappy about that has nothing to do with your team? What did your team fix this quarter? How do you compare with my other provider? What will you improve next quarter? Every one of these answered from your client's own customer feedback, month by month, since the day you started. Where we add value ## Customer surveys and Voice of the Customer for BPOs on Genesys Cloud CX. What changes for a BPO. ### Evidence for every review Client ready reports showing what their customers said about your service, with the trend since you took the work on. ### An edge in the bid Put a working Voice of the Customer programme into the proposal. Show a prospect how their customers will be heard from the first week. ### Separate by design Each client's data, users and reports kept apart on one platform. You add a client without adding a system. ### Agents coached on real comments Feedback lands on the agent and the team who handled the contact. Team leaders coach with the customer's own words. ### The blame in the right place When customers complain about a client's policy, product or price, you can show it, with the comments attached. ### Hear from the client too A short relationship survey for your client's stakeholders. You hear about a wobble months before the renewal meeting. Early warning ## Told when something changes, with the reason attached. Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it. Scores on a client's billing queue dropped on Monday, across both shifts.Spotted Your account team hears about it before the client's weekly call does. Comments on the returns line all mention the client's new returns policy.Explained You bring the client evidence that the cause is upstream, with the verbatims to back it. One team's scores fell the week after a roster change.Acted on The team leader gets a coaching task with the contacts and comments behind it. Results ## What customers have seen. 200+ clients Receive PDF, PowerPoint and CSV reports from one global BPO running its programmes on CX Index Who we work with ## Sedgwick and Fexco run customer programmes on CX Index, alongside global customer service outsourcers. Guides Explore every sector Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for BPOs and outsourcers on Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For BPOs and outsourcers, it gives each client its own branded programme and reports, ties feedback to every agent and team, and gives account teams the evidence they need at renewal. Q: How do BPOs prove service quality to clients on Genesys Cloud CX? A: By surveying the client's own customers after every Genesys interaction the BPO handles, and reporting the results per client, in the client's brand, with the trend since the work started. Agent and team level feedback shows exactly who delivers the best service. Q: Can a BPO run a separate survey programme for each client? A: Yes. Each client has its own surveys, data, users and reports, all run from one CX Index platform, so a new client does not need a new system. Q: Can each client's data be kept separate? A: Yes. Each client programme has its own data, users, surveys and reporting, all run from one platform. Q: Can reports carry our client's brand? A: Yes. Surveys and reports can be set up in each client's brand, so what the client reads looks like their own programme. Q: What if a client is not on Genesys? A: CX Index is built natively on Genesys Cloud CX, and it also connects to other systems through its API and secure file transfer. Last updated 21 October 2026 See it with your own data ## Show every client what their customers think of you. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: AI case management and closed loop feedback | CX Index URL: https://cxindex.com/case-management/ Home  /  Platform  /  Case management Act # Every customer problem becomes a lesson. Collecting feedback is the start. Case management turns an unhappy customer into a named owner, a deadline and a fix. AI now does most of the legwork in between, and every closed case makes the next one less likely. Book a 30 minute demo See the whole platform ## The loop, closed with AI. Detect it, understand it, fix it, learn from it. AI speeds up every step, and your team stays in charge of the outcome. Auto created Cases open the moment your rules are met AI summary The whole conversation in a few lines Routed By urgency, topic and sentiment Learned Root causes tracked across every case Why it matters now ## A bad score is the cheapest moment to save a customer. ### Speed decides the save. The longer a detractor waits, the less likely they stay. Cases open and route the moment feedback lands. ### Context decides the fix. An agent who can read the whole story in a few lines fixes the right thing first time. ### Patterns decide the future. One case is a customer. A hundred cases with the same reason code is a process to change. The loop ## Detect. Understand. Resolve. Learn. Four steps, run on every case, with AI doing the heavy lifting at each one. ### 01 Detect A low score, an urgent theme or a negative social post opens a case automatically. ### 02 Understand AI summarises the conversation, reads the sentiment and flags the urgency. ### 03 Resolve The case routes to the right team, AI suggests a resolution and the clock starts. ### 04 Learn Reason codes and root cause analysis turn closed cases into fewer future ones. What you get ## Everything a case needs, and nothing it does not. ### Rules that open cases for you Trigger on a low score, a specific theme, or high effort combined with negative sentiment. ### AI triage Sentiment, category and urgency prioritise each case and send it to the team best placed to fix it. ### Conversation summaries Transcribed conversations summarised with the core challenge highlighted, so nobody starts from scratch. ### Owners, SLAs and escalation Configurable statuses, reason codes, assignment, priority levels and escalation paths when the clock runs down. ### Follow up both ways A personal follow up to the customer, and a follow up survey to the agent to feed coaching. ### Connected to your CRM Salesforce and ServiceNow through the API, so a case can live where your teams already work. Real product screens. Click any screen to open it full size. Explore the platform Questions ## Frequently asked questions. Q: What is closed loop case management? A: It turns an unhappy customer into a case with a named owner, a deadline and a fix. CX Index opens the case, routes it, tracks the resolution and records the root cause. Q: What opens a case in CX Index? A: Rules you set. A low score, a specific theme, a negative social post or high effort combined with negative sentiment can open a case automatically. Q: How does AI help with case management? A: AI summarises the conversation, reads the sentiment, flags the urgency and suggests a resolution. Your team stays in charge of the outcome. Q: How do closed cases reduce future complaints? A: Reason codes and root cause analysis run across every case. A hundred cases with the same reason code show you a process to change. See it with your own data ## Count every customer you save. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme. Book a demo See the whole platform --- Page: Contact CX Index | CX Index URL: https://cxindex.com/contact/ Home  /  Contact Contact # Talk to us. Whether you want a demo, need help with your programme or want to partner with us, here is where to start. ## The quickest routes in. Pick the one that fits and it will reach the right person. Demo Half an hour on your own journeys Support Help centre for existing customers Partners Partner portal and resources Privacy privacy@cxindex.com Where to go ## Choose your route. ### Book a demo Tell us what you want to see and we will set up 30 minutes on your own journeys, in your own Genesys estate. ### Customer support Existing customers can find guides and raise a request in the CX Index help centre. ### Genesys partners The partner portal has the playbook, battlecards, demo support and onboarding resources. ### Privacy questions For anything about personal data or our privacy notice, email privacy@cxindex.com. ### LinkedIn Follow CX Index for product news and our take on customer experience and AI. ### The Awkward Question Our newsletter on customer experience and AI. Sign up at the bottom of any page. Company details ## Who we are, formally. ### Feedback Analytics Limited Trading as CX Index. Registered in Ireland with company number 499955. ### Registered office Suite 201, Media Cube, Kill Avenue, Dún Laoghaire, Co. Dublin, A96 X6X3, Ireland. ### Certification ISO 27001 certified since 2018. See the trust centre for hosting and compliance. See it with your own data ## See it with your own data. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: Surveys and VoC for e-commerce on Genesys Cloud CX | CX Index URL: https://cxindex.com/e-commerce/ Home  /  Solutions  /  E-commerce Solutions  ·  E-commerce # Every order is a chance to keep the customer. Online, the product is only half the experience. Delivery, returns and the first call to customer service decide whether a customer orders again. We capture what they say at each of those moments and tell you what is costing you repeat orders. Book a 30 minute demo See the platform ## Built for high volume online businesses. Programmes running across multiple brands, markets and languages. Super Group Betway and Spin, across brands and markets Order linked Every response tied to the order and the courier Every customer Invited to review, in line with the rules Answer engines More genuine reviews for AI to draw on Why it matters now ## Online, the experience happens after the checkout. ### Delivery is your experience. When the courier lets a customer down, the customer blames you. You need to hear it, courier by courier. ### Returns are expensive. Every return has a reason. Most of those reasons are buried in free text nobody reads. ### Reviews decide the next sale. Shoppers and answer engines read what customers say about you. A steady flow of genuine reviews matters more every year. Where we add value ## Customer surveys and Voice of the Customer for online retailers on Genesys Cloud CX. What changes for an online business. ### Feedback tied to the order Every response carries the order, the products and the delivery, so you see exactly which part went wrong. ### Returns reasons in plain words Free text sorted into the handful of reasons that matter, with the products behind each one. ### Couriers rated by your customers Delivery scores by courier, region and service, so the conversation with your carrier starts with evidence. ### Service and sales connected See whether customers who contacted service went on to order again, and what made the difference. ### Repeat purchase drivers The comments of customers who came back next to the comments of customers who did not. ### Reviews at scale Every customer invited to review at the same point, fully in line with platform rules and consumer law. Reputation ## More genuine reviews, and every bad experience followed up. What customers say in public now shapes the next sale and the next AI recommendation. We help you grow it the right way. ### Every customer invited The same review invitation, at the same point, for every eligible customer, whatever they scored. That keeps you inside the rules set by Google, Trustpilot and consumer law in the UK, EU and US. ### Recovery runs alongside Customers who had a bad experience get the invitation too, and a follow up and a callback as well. The problem gets fixed while they still care. ### Ready for answer engines ChatGPT, Gemini and Google AI Overviews draw on what customers say about you when they recommend a company. A steady flow of genuine reviews gives them more to work with. ### What is said in public, heard in one place Social mentions analysed next to your survey feedback, so the same themes show up whichever channel the customer used. ### Rules applied by country Timing, consent and platform rules set for each market you operate in, so a programme across Europe and North America runs to the right rules everywhere. ### Proof for your legal team Every invitation and timing decision logged in an audit trail you can show a regulator or a review platform. Early warning ## Told when something changes, with the reason attached. Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it. Comments mentioning damaged parcels doubled for one courier this week.Spotted Flagged with the orders and the comments, so you can raise it with the carrier today. Refund complaints started the day the new returns portal went live.Explained Linked to the release, with the comments that show which step confuses people. A first time customer scored their delivery 1 out of 10.Acted on Customer care gets a callback task with the order attached, while the customer is still deciding whether to come back. Results ## What customers have seen. Every channel A major furniture retailer hears customers by SMS, voice, email and QR codes in store, and rates its delivery drivers too +300% Response rates for a large UK grocery retailer after switching from its previous provider Who we work with ## Super Group, owner of Betway, runs customer programmes on CX Index across its brands and markets. Guides Explore every sector Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for online retailers on Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For online retailers, it ties feedback to the order, the courier and the return, and invites every customer to review in line with platform rules and consumer law. Q: How do online retailers survey customers after a Genesys interaction? A: CX Index sends a short survey by SMS, email or chat as soon as the Genesys interaction ends, and attaches the order, the products and the delivery details, so you can see which part of the order went wrong. Q: How can an e-commerce business get more genuine reviews? A: Invite every customer to review you at the same point in their journey, whatever they scored, and follow up separately with anyone who had a bad experience. Asking only happy customers is prohibited by Google and Trustpilot and by consumer law in the UK, EU and US. Q: Can feedback be linked to our order data? A: Yes. Order, product and delivery details can travel with each survey through our API or secure file transfer. Q: Can we invite only happy customers to leave a review? A: No. Review gating is prohibited by Google and Trustpilot and conflicts with consumer law in the UK, EU and US. We invite every eligible customer and run recovery for the unhappy ones. Last updated 21 October 2026 See it with your own data ## Find out what is costing you repeat orders. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: Employee experience surveys for contact centres | CX Index URL: https://cxindex.com/employee-experience/ Home  /  Platform  /  Employee experience Collect # Your first customers work for you. If your people are not happy, your customers will not be either. The fastest way to find out how your people feel is to ask them properly, and then act on what they tell you. Book a 30 minute demo See the whole platform ## Your agents set the ceiling on your customer experience. Morale shows up in every call. So does burnout. Measure both before your customers do it for you. Anonymous or named Trust protected by design Pulse and lifecycle From onboarding to exit Linked to CX Employee and customer results together Separate audiences Kept apart from customer data Why it matters now ## The contact centre runs on people. ### Attrition is a customer problem. Every experienced agent who leaves takes knowledge with them. Customers feel it within weeks. ### Both sides of the conversation. The same platform hears from your customers and your people, so you can see how one drives the other. ### Managers see it first. Team leaders see how their people feel next to the customer scores for the same team, so a problem shows up before anyone hands in their notice. The chain ## Ask your people. Fix what gets in their way. Customers feel it. Employee experience is the upstream end of customer experience. ### Ask Pulse, lifecycle and manager surveys, anonymous where it matters. ### Fix Action plans with owners, so feedback turns into change your people can see. ### Feel Better tools and fewer blockers show up in the customer scores. What you get ## Everything you need to listen to your people. ### Surveys for every moment Pulse checks, onboarding, exit, manager and internal user surveys, each customised for higher response. ### Anonymity protected Anonymous or identified feedback, with the controls that keep trust intact. ### Their own space Dedicated audiences, notifications and reporting, kept separate from customer data. ### Sentiment and themes The same NLP that reads customer comments, applied to what your people say. ### Linked to customer outcomes Correlate employee results with CX scores to see where morale moves the numbers. ### Action planning Turn results into plans with owners and follow up, and connect to your HR systems. Real product screens. Click any screen to open it full size. Explore the platform Questions ## Frequently asked questions. Q: Can CX Index run employee surveys? A: Yes. Pulse, onboarding, exit, manager and internal user surveys, anonymous or identified. Q: Is employee feedback kept separate from customer data? A: Yes. Employees are a separate audience in their own space, with controls that protect anonymity. Q: Why link employee and customer feedback? A: Agents set the ceiling on your customer experience. Team leaders see how their people feel next to the customer scores for the same team, so a problem shows up before someone leaves. See it with your own data ## Ask the people who serve your customers. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme. Book a demo See the whole platform --- Page: Voice of the Customer glossary: NPS, CSAT, CES and more | CX Index URL: https://cxindex.com/glossary/ Home  /  Resources  /  Glossary # Voice of the Customer glossary. Plain definitions of the terms used in customer feedback and contact centre measurement. Voice of the Customer  ·  Net Promoter Score  ·  Customer Satisfaction  ·  Customer Effort Score  ·  First contact resolution  ·  Containment  ·  Verified Resolution  ·  Closed loop feedback  ·  Transactional survey  ·  Relationship survey  ·  Post call survey  ·  IVR survey  ·  Review gating Voice of the Customer (VoC)A programme for collecting, analysing and acting on what customers say about their experience, through surveys, comments, reviews and conversations. Net Promoter Score (NPS)A measure of loyalty based on one question: how likely a customer is to recommend you, on a scale of 0 to 10. The score is the percentage of promoters (9 and 10) minus the percentage of detractors (0 to 6), so it runs from minus 100 to plus 100. Customer Satisfaction (CSAT)A measure of how satisfied a customer was with a specific interaction or experience, usually on a scale of 1 to 5. It is often reported as the share of customers who chose the top two answers. Customer Effort Score (CES)A measure of how easy it was for the customer to get what they needed. Lower effort is closely linked to loyalty in service interactions. First contact resolution (FCR)The share of issues resolved in the customer's first contact, with no need to call, chat or write again. Measured best by asking the customer, and checked against repeat contacts. ContainmentThe share of conversations a bot or IVR finished without handing over to a person. It shows the conversation ended. It does not show whether the problem was solved. Verified ResolutionA CX Index measure that combines whether the customer says the problem was solved with whether they contacted you again about it. It is a stricter test of automation and agents than containment alone. Closed loop feedbackFollowing up with a customer after they give feedback, especially a poor score, and fixing the cause. The inner loop fixes it for that customer. The outer loop fixes it for everyone. Transactional surveyA short survey sent straight after a specific interaction, such as a call, chat or delivery, about that interaction. Relationship surveyA periodic survey about the customer's overall relationship with the company, sent on a schedule and not tied to one interaction. Post call surveyA survey offered at the end of a phone call, either by transferring the caller to an IVR survey or by sending an SMS or email straight afterwards. IVR surveyA voice survey the caller answers by keypad or speech in the phone system, usually straight after the call. Review gatingInviting only happy customers to leave public reviews. It is prohibited by Google and Trustpilot and conflicts with consumer law in the UK, EU and US. Keep reading Last updated 21 October 2026 See it with your own data ## Put these measures to work on Genesys Cloud CX. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform --- Page: Patient surveys and VoC on Genesys Cloud CX | CX Index URL: https://cxindex.com/healthcare/ Home  /  Solutions  /  Healthcare Solutions  ·  Healthcare # Patient experience starts with the first call. For most patients the first contact is a call to book, change or chase an appointment. How that goes shapes how they feel about the care that follows. We capture what patients and members say, make sure anyone who needs help is seen quickly and give managers something they can act on. Book a 30 minute demo See the platform ## Handled with the care patient data needs. ISO 27001 certified since 2018, with data stored in the region you choose. Designed to support HIPAA compliance for US healthcare customers. Talk to us about a Business Associate Agreement. 20+ AWS regions Data kept where it needs to be ISO 27001 Certified since 2018 Same day Distress in a comment reaches a person Every channel Voice, SMS, email and web Why it matters now ## Most patient frustration starts before any clinician is involved. ### Access is the complaint. Waiting for an answer, waiting for an appointment, waiting for a call back. That is where most complaints begin. ### Some callers are vulnerable. A single comment can point to distress, confusion or risk. It needs a person to see it quickly. ### Staff are stretched. Healthcare contact centre teams carry a lot. What they tell you matters as much as what patients tell you. Where we add value ## Patient surveys and Voice of the Customer for healthcare on Genesys Cloud CX. What changes for patients and your team. ### Access problems in plain view See which lines, times and reasons for calling leave patients waiting or confused. ### Distress flagged fast Comments that suggest distress or risk reach a trained team member the same day. ### Complaints resolved earlier A poor score opens a case with the full contact history, before it becomes a formal complaint. ### Clear reminders and letters Find out which appointment reminders and letters lead to calls, and what patients found unclear. ### Your team heard as well Short staff surveys alongside patient feedback, so you can see where pressure on the team shows up for patients. ### Evidence for boards Patient feedback reported by service, site and channel, in a form a board can read in five minutes. Early warning ## Told when something changes, with the reason attached. Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it. Patients calling to rebook are mentioning the online booking page far more this week.Spotted Flagged to the digital team with the comments the same day. Scores on the pharmacy line dropped after opening hours changed.Explained Linked to the change, with what patients said about it. A comment mentions feeling unsafe at home.Acted on Routed straight to a trained team member for follow up that day. Guides Explore every sector Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for healthcare contact centres on Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For healthcare contact centres, it shows where patients struggle to get access, flags distress in comments the same day and keeps data in the region you choose. Q: How do healthcare contact centres survey patients on Genesys Cloud CX? A: A short survey follows the Genesys call or chat, covering the service experience only with no clinical detail. Comments that suggest distress or risk reach a trained team member the same day, and data stays in the region you choose. Q: Where is patient data stored? A: In the AWS region you choose, from more than 20. CX Index has been ISO 27001 certified since 2018. Q: Do surveys need to collect clinical information? A: No. Surveys can capture the experience of the service only, with no clinical detail. Q: Is CX Index HIPAA compliant? A: Designed to support HIPAA compliance for US healthcare customers. Talk to us about a Business Associate Agreement. See the trust centre for our security and compliance details. Last updated 21 October 2026 See it with your own data ## Hear patients from the very first call. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: Surveys and VoC for insurers on Genesys Cloud CX | CX Index URL: https://cxindex.com/insurance/ Home  /  Solutions  /  Insurance Solutions  ·  Insurance # The claim decides the renewal. A policy is a promise. The claim is when the customer finds out what it was worth. We capture what claimants and policyholders say at every step, so you can fix a slow claim while it is still open. Book a 30 minute demo See the platform ## Heard at every stage of the claim. From first notice of loss to settlement, feedback tied to the claim, the handler and the stage. GNP Seguros Insurance, Mexico Sedgwick Claims management Every stage Feedback while the claim is open Renewal risk Seen before the renewal date Why it matters now ## Customers judge the whole policy on one experience. ### Claims run for weeks. One survey at the end only tells you how it ended. By then the frustration has built for a month. ### Many claims follow a bad day. An accident, a theft, a flood or a bereavement. Handlers need to know who needs more care. ### Suppliers carry your name. Repairers, loss adjusters and hire car firms are part of the claim. Customers blame the insurer when they fall short. Where we add value ## Customer surveys and Voice of the Customer for insurers on Genesys Cloud CX. What changes for your claims team. ### Feedback while the claim is open Short check points at key stages, so a stalled claim shows up before the complaint does. ### Handlers coached on real comments Feedback lands on the handler and the team. Coaching uses the customer's own words. ### Complaints caught early Complaint language opens a case with the full claim history attached. ### Suppliers rated by customers Repairers, adjusters and hire car providers scored by the customers they served. ### Renewal risk you can see Policyholders whose experience turned sour before renewal flagged to the retention team. ### Evidence of fair outcomes Customer outcome evidence by product, claim type and stage, ready for your conduct reporting. Early warning ## Told when something changes, with the reason attached. Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it. Motor claims waiting on one repairer are scoring well below the rest this month.Spotted Linked to the supplier, so the claims lead can raise it with them this week. Property claimants keep saying nobody called them back.Explained Traced to the stage where calls are missed, with the comments behind it. A policyholder scored their claim 2 out of 10, six weeks before renewal.Acted on A retention callback is booked with the claim history attached. Results ## What customers have seen. 1.2 million Customer responses captured for a major Mexican insurer in 2025 Who we work with ## GNP Seguros and Sedgwick run customer programmes on CX Index. Guides Explore every sector Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for insurers on Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For insurers, it captures feedback at every stage of the claim, ties it to the handler and the supplier, and flags renewal risk before the renewal date. Q: How do insurers survey customers during a claim on Genesys Cloud CX? A: With short check points at the key stages of the claim, triggered by Genesys interactions or by claim events. Each answer carries the claim reference and stage, and contact rules make sure a customer is not asked too often. Q: What should an insurer measure during the claims process? A: How well the customer was kept informed, how easy each step was and whether they felt treated fairly. Those three predict renewal better than a single score at the end. Q: Can feedback be tied to a claim reference? A: Yes. Each response can carry the claim reference and stage, so it can be reported against the claim, the handler and the supplier. Q: Can we survey during a claim without annoying customers? A: Yes. Contact rules control how often a customer is asked, so check points stay short and well spaced. Last updated 21 October 2026 See it with your own data ## Fix the claim while it is still open. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: NLP and sentiment analysis with LLMs | CX Index URL: https://cxindex.com/natural-language-processing-sentiment-analysis/ Home  /  Platform  /  NLP and sentiment Understand # The game has changed. Ask your feedback anything. Sentiment scores and word clouds were the best tools we had. Large language models change that. You can now read every comment in every language, and ask it the questions you used to hire analysts to answer. Book a 30 minute demo See the whole platform ## From counting words to understanding them. A score tells you something happened. The comment tells you why. Now you can read all of them. Every comment Surveys, chat, social and voice Many languages Translated and analysed Plain language Ask a question, get an answer Hybrid engine Fast local NLP with LLM depth Why it matters now ## What used to take an analyst a week now takes a question. ### Every comment, read. At contact centre volume nobody reads them all. Now something does, and it remembers. ### The why behind the score. Emotion, intent and context, including the things customers imply without saying. ### Answers, not dashboards. Ask what is driving effort up, and get the themes and the comments behind them. Ask it ## Questions you can ask your feedback today. What are customers who mention billing actually unhappy about? Which themes are rising fastest this month? Summarise last week's detractor comments for the leadership meeting. How does sentiment differ between the bot and our agents? What would fix the top three causes of repeat contact? Where do customers in different markets disagree? Answers are grounded in your own feedback data, with the comments behind them one click away. In practice ## What reading between the lines looks like. "The product was okay, but the customer service was outstanding!"Mixed sentiment Product: neutral. Service: very positive. Two findings from one sentence. "I expected more from this company."Implied dissatisfaction No negative words, clear disappointment. Categorised as dissatisfied. Thousands of comments about delivery times and product qualityTopics found automatically Grouped without predefined categories, so you see where to focus first. What you get ## Built for the way customers actually talk. ### Emotion, beyond polarity Frustration, joy, anger and satisfaction, and the mixed feelings in between. ### Context and intent Indirect and complex language interpreted for what the customer meant. ### Topics without setup Key themes and emerging issues found across your whole data set, with no categories to define first. ### Many languages Feedback translated and analysed across markets, so a global programme reads as one. ### Voice, chat and surveys Call and chat transcripts analysed alongside survey comments and social posts. ### A hybrid engine A proven local NLP engine for speed and cost, with large language models where the depth is needed. Real product screens. Click any screen to open it full size. Explore the platform Questions ## Frequently asked questions. Q: How does CX Index analyse customer comments? A: A hybrid engine. Fast local NLP handles volume, and large language models add depth on emotion, intent and context. Every comment is read, in many languages. Q: Can I ask questions of my customer feedback? A: Yes. Ask a question in plain language, such as which themes are rising fastest this month, and get the answer with the comments behind it. Q: Does CX Index detect mixed sentiment? A: Yes. One comment can carry more than one finding. A comment can be neutral on the product and very positive on the service, and CX Index records both. See it with your own data ## Ask your own feedback a question. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme. Book a demo See the whole platform --- Page: OutLoud: compliant review invitations | CX Index URL: https://cxindex.com/outloud/ Home  /  Platform  /  OutLoud OutLoud  ·  Formerly Social Advocate # Turn your feedback into revenue. Out loud. Buyers now ask AI which company to choose, and answer engines build that answer from what customers say about you in public. OutLoud invites every customer to say it, on the review platforms that matter, in a way that stands up to the new rules on reviews. Book a 30 minute demo See the whole platform ## Every customer asked. Nobody filtered out. The same invitation, at the same moment, to every eligible customer. Customers who had a bad experience get a fix as well as the invite. Every customer Invited at the same point, whatever they scored Recovery built in Low scores trigger a follow up and a callback Rules by country Timing, consent and platform rules applied for you Audit trail Every invitation logged and provable Why it matters now ## Reviews used to be social proof. Now they decide what AI recommends. ### Answer engines read reviews. When a buyer asks which company to choose, the answer draws on what customers consistently say about you across the web. ### Most happy customers never post. Satisfied customers stay silent unless someone asks them at the right moment. OutLoud asks them. ### The rules have changed. Asking only your happy customers is now prohibited by the major platforms and by consumer law in the UK, EU and US. The compliant way is also the credible one. The rules ## Built for the new rules on reviews. Review gating means sending only happy customers to review sites. It is no longer a grey area. ### UK: DMCC Act 2024 Rules on fake and misleading reviews have applied since April 2025, and the CMA can now enforce them directly, including fines. ### EU: consumer law The Omnibus Directive requires businesses to explain how reviews are collected and checked, and prohibits misleading review practices. ### US: FTC The FTC rule on consumer reviews bans review suppression, and FTC guidance warns against asking only the customers you expect to be positive. ### Google Its review policy prohibits selectively soliciting positive reviews from customers. ### Trustpilot Its guidelines require businesses to invite customers without filtering them by sentiment. ### Yelp Prohibits asking for reviews at all, so OutLoud never sends customers there. A summary for context, not legal advice. OutLoud applies these rules by country, and your own counsel should confirm them for your programme. What you get ## How OutLoud works. ### The same invite for everyone Every eligible customer receives the review invitation at the same trigger point and with the same timing, whatever they scored. ### A recovery track alongside Low scorers also get a follow up question and a priority callback with their comments attached, so the problem gets fixed. ### Rules by jurisdiction Timing windows, consent and platform rules applied by country, so each market runs to its own rules. ### The platforms that matter Google, Trustpilot and the review sites your buyers read. Platforms that forbid invitations are never used. ### Every channel, voice next Invitations after digital surveys today. Invitations by SMS or email after a voice interaction are coming next. ### Proof for your legal team Every invitation, consent and timing decision recorded in an audit trail you can show a regulator. Explore the platform Questions ## Frequently asked questions. Q: What is OutLoud? A: OutLoud is the CX Index review invitation tool. It invites every eligible customer to share their experience on the review platforms you choose, and runs a recovery track for customers who had a bad experience. It replaces Social Advocate. Q: Is review gating allowed? A: Sending only happy customers to review sites, known as review gating, is prohibited by Google and Trustpilot and conflicts with consumer protection rules in the UK, EU and US. OutLoud invites every eligible customer at the same point, whatever they scored. Q: How do reviews affect AI recommendations? A: Answer engines such as ChatGPT, Claude, Gemini and Google AI Overviews draw on what customers say across the web when they recommend a company. More genuine reviews give them more to work with. Q: What happens to customers who had a bad experience? A: They receive the same invitation as everyone else, and a recovery track as well: a follow up question and a priority callback with their comments attached. See it with your own data ## Let your customers say it out loud. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme. Book a demo See the whole platform --- Page: Public sector VoC and surveys on Genesys Cloud CX | CX Index URL: https://cxindex.com/public-sector/ Home  /  Solutions  /  Public sector Solutions  ·  Public sector # Public services, measured by the people who use them. Residents cannot choose another provider. That makes their feedback more important, because it is often the only honest signal of how a service is working. We help public bodies hear it, act on it and show the public what changed. Book a 30 minute demo See the platform ## Trusted by transit authorities and city services. Programmes running for public bodies in the United States and Europe. WMATA Transit, Washington DC City services A US city government Water A US municipal water utility 20+ AWS regions Data kept in region Why it matters now ## Every service has to show it is working. ### Budgets need evidence. Spending decisions get challenged. Resident feedback tied to each service gives you evidence to stand on. ### Every resident counts. Services have to work for people who struggle with digital, language or access. Feedback shows who is being left behind. ### Trust is public. A poor experience travels fast on social media and in the local press. Where we add value ## Resident surveys and Voice of the Customer for the public sector on Genesys Cloud CX. What changes for your service. ### Service by service view Feedback reported by service, location and channel, so each manager sees their own part. ### No resident left out Surveys in the languages and channels residents use, and results you can break down by them. ### Complaints closed faster A poor score or a repeat complaint opens a case with the full history for a supervisor. ### You said, we did Clear reporting on what residents raised and what changed as a result, ready to publish. ### Staff heard as well Short surveys for frontline staff, next to what residents say. ### Ready for procurement ISO 27001 since 2018, data held in region and support through security reviews. Early warning ## Told when something changes, with the reason attached. Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it. Riders on one line have mentioned crowding and delays three days running.Spotted Operations get the comments and the times before it becomes a news story. Spanish speaking callers are scoring the permits line lower than everyone else.Explained Surfaced with their comments, so the service can close the gap. A resident has complained about the same missed collection for the third time.Acted on A case opens with the history, and a supervisor makes the call back. Results ## What customers have seen. Nationwide An Irish state agency uses CX Index to capture feedback, schedule appointments and send reminders for its national programme of Building Energy Rating (BER) home assessments Who we work with ## WMATA runs its customer programme on CX Index, alongside US city and utility services. Guides Explore every sector Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for public sector organisations on Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For public sector organisations, it reports feedback service by service, in the languages residents use, and helps public bodies show residents what changed. Q: How do public bodies survey residents on Genesys Cloud CX? A: CX Index sends a short survey after the Genesys call, chat or visit, in the resident's language and on the channel they used. Results are reported service by service, so each manager sees their own part and the organisation can show residents what changed. Q: Can CX Index meet public sector procurement requirements? A: CX Index has been ISO 27001 certified since 2018 and hosts data in more than 20 AWS regions. Our team supports security questionnaires and procurement reviews. Q: Can surveys run in more than one language? A: Yes. Surveys run in the languages your residents use, and results can be reported by language. Last updated 21 October 2026 See it with your own data ## Show residents their feedback changes things. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: VoC reporting for executives and clients | CX Index URL: https://cxindex.com/reporting/ Home  /  Platform  /  Reporting Act # For most people, the report is the programme. Most of the people who decide what happens next will never log into CX Index. Your executives, your board, your clients. Exceptional reporting puts the customer's voice in front of them, in the format they already read. That is how customer experience work gets done. Book a 30 minute demo See the whole platform ## Build trust one report at a time. Clear, consistent reporting tells partners and customers you know exactly how their customers feel, and what you are doing about it. Every format PDF, Excel, PowerPoint and CSV Delivered Email, SFTP and Amazon S3 Built your way Templates, SQL or AI BI ready Power BI, Tableau and APIs Why it matters now ## Great reporting gets things done. ### Not everyone will log in. And they should not have to. The people making the critical decisions want the answer on their desk. ### Trust is built in the monthly pack. For a BPO or a partner, a clear report is the evidence that keeps the contract. ### Evidence gets budget. When stakeholders see the customer's voice laid out properly, customer experience stops being an opinion. Who it is for ## The right report for every audience. Four audiences, four very different needs, one source of truth. ### Executives and the board The few numbers that matter, the trend and the story behind them. ### Clients and partners Automated, branded reporting that builds transparency and trust. ### Frontline teams Real time performance and feedback, so strengths and gaps are visible the same day. ### Analysts Raw data into Power BI, Tableau or your warehouse, with stable schemas. What you get ## Reports that arrive where people already work. ### Every format PDF, Excel, PowerPoint and CSV, so the numbers land in the board pack as they are. ### Scheduled delivery Email, SFTP or Amazon S3 on the schedule you set, with no manual effort. ### Templates, SQL or AI Start from a template, write your own SQL, or ask AI to build the report for you. ### Real time dashboards Live views for the people who do log in, filtered to their role. ### BI integration Feed Power BI, Tableau and your data warehouse through exports and APIs. ### One source of truth Every report pulls from the same data, so every audience sees the same facts. Real product screens. Click any screen to open it full size. Explore the platform Questions ## Frequently asked questions. Q: What report formats does CX Index support? A: PDF, Excel, PowerPoint and CSV. Reports can be built from templates, with SQL or with AI. Q: Can CX Index send reports automatically? A: Yes. Reports are scheduled and delivered by email, SFTP or Amazon S3, so people get the numbers without logging in. Q: Does CX Index work with Power BI and Tableau? A: Yes. Analysts can take the raw data into Power BI, Tableau or a data warehouse through the APIs, with stable schemas. Q: Can a BPO send branded reports to its clients? A: Yes. Automated, branded client reporting is built in, so each client sees how their customers feel and what is being done about it. See it with your own data ## Make your next report the one that gets things done. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme. Book a demo See the whole platform --- Page: Case studies, guides and briefs | CX Index URL: https://cxindex.com/resources/ Home  /  Resources # Case studies, guides and briefs. Everything we publish, in one place. Download what you need, share it with your team, and if you are a partner, the full sales kit is in the partner portal. EverythingCase studiesGuidesSector briefsIntegrations Case study SuperValu 223 stores, in store NPS up 33 per cent, and an AI written action plan for every store. Read the case study 8 pages Case study Ahold Delhaize USA Five supermarket banners, nine of ten months of CX gains, delivered with Genesys and Waterfield Technologies. Read the case study 4 pages Case study ATB Financial A Genesys Cloud migration, survey response rates up 500 per cent and a million IVR responses captured. Read the case study 4 pages Guide The most complete VoC for Genesys Cloud CX The platform in twelve sections, from multi channel collection to security and scale. Download PDF 6 pages Guide Designing a VoC programme Metric selection, survey design, channel practice and the pitfalls to avoid. Download PDF 6 pages Guide Core use cases Fourteen ways organisations use CX Index alongside Genesys Cloud. Download PDF 6 pages Guide AI can guess. Customers can tell you. Why Voice of the Customer matters more than ever in the era of AI. Download PDF 2 pages Guide From SEO to AEO How answer engines choose which brands to recommend, and why reviews now matter. Download PDF 2 pages Guide Why CX Index wins in an AI world A BPO perspective on proving experience quality while automation reshapes delivery. Download PDF 5 pages Sector brief Banking Enterprise Voice of the Customer built for trust, scale and regulation. Download PDF 4 pages Sector brief Retail Feedback tied to stores, regions and journeys in an omnichannel world. Download PDF 3 pages Integration CX Index and Salesforce Voice of the Customer inside the world's leading CRM, API first. Download PDF 2 pages Integration CX Index and ServiceNow Turning operational workflows into experience driven outcomes. Download PDF 2 pages Nothing here yet. Comparing CX Index with the Genesys native survey? See the 37 requirement comparison. For partners ## The full sales kit lives in the partner portal. Playbook, battlecards, decks, API documentation and the onboarding portal, for Genesys partners, system integrators and resellers working a live deal. Open the partner portal Become a partner ### Partner only - Partner sales playbook - Competitive battlecards - Partner and customer decks - API and technical documentation - Onboarding portal --- Page: Surveys and VoC for retailers on Genesys Cloud CX | CX Index URL: https://cxindex.com/retail/ Home  /  Solutions  /  Retail Solutions  ·  Retail # Hear your customers everywhere they shop. A retail customer sees one brand, in the store, in the app, at the door when the delivery arrives and on the phone when it does not. We bring all of that feedback together, get it to the people who can fix it and link it to loyalty and spend. Book a 30 minute demo See the platform ## Retail programmes that go live fast and keep running. Some of the best known grocers and retailers in Europe and North America run their customer programmes on CX Index. 9 of 10 Months of CX gains at Ahold Delhaize USA Every store Its own action report, written from customer comments Loyalty linked Feedback matched to members and spend Every channel Store, web, app, delivery and contact centre Why it matters now ## The contact centre hears a small slice of retail. ### Most experiences happen elsewhere. In the aisle, at the till, on the app and at the front door. The contact centre mostly hears about the ones that went wrong. ### Store managers are busy. They need a short list of what to fix this week, in plain words, on their phone. ### Your best customers leave in silence. Your most loyal shoppers spend the most and complain the least. When they drift, hardly any of them tell you why. Beyond the contact centre ## Customer surveys and Voice of the Customer for retailers on Genesys Cloud CX. One programme across every place you meet the customer. ### Every store, every week Each store gets a short action report written from its own customers' comments, with the few things to fix first. ### Online and in the app Feedback at checkout, delivery and returns, tied to the order and the products in it. ### Delivery and click and collect Scores by collection point, driver route and carrier, so problems land with the right team. ### Products and ranges Comments about products, availability and quality routed to the buying team. ### Colleagues heard too Short surveys for store and contact centre colleagues, next to what customers say. ### Reviews that reflect reality Every customer invited to review at the same point, fully in line with platform rules and consumer law. Loyalty programmes ## Know what your best customers think before they stop spending. ### Feedback linked to the member. Every response matched to the loyalty ID, the tier and the spend. You see what your most valuable customers say, separately from everyone else. ### Members at risk, flagged. When a high value member has a bad experience, the right team hears about it and can make it right before the next shop. ### Proof the programme pays. Compare satisfaction and spend for members and non members, and see which benefits customers actually value. Fast to value ## First improvements from the first weeks of feedback. Most customer programmes spend months in set up before anyone acts on a comment. Retail customers start from a programme that already works, and the time goes into acting on what customers say. ### Start from a retail programme Surveys, journeys and reports built from years of running programmes for grocers and retailers. Nothing designed from a blank page. ### Connect stores and Genesys Store, order and loyalty data joins the feedback alongside your Genesys interactions, through our API or secure file transfer. ### Store reports go out Store managers get their first action reports. Regional and head office teams get the picture across the estate. ### Value you can count Improvements tracked against spend, loyalty and repeat visits, in numbers finance recognises. Early warning ## Told when something changes, with the reason attached. Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it. Comments about queues at the tills rose at twelve stores in one region this week.Spotted The regional manager gets the stores, the times and the comments. Low scores on click and collect all mention the same collection point.Explained Traced to one store and one time of day, with the customers' own words. A top tier loyalty member rated their delivery 1 out of 10.Acted on Customer care gets a case with the order and the member's history, before the next shop. Results ## What customers have seen. +300% Response rates for a large UK grocery retailer after switching from its previous provider, now over 1.2 million responses a year +43% NPS for an Irish grocery retailer 223 stores Receive AI written action reports every month, across Ireland Every channel A major furniture retailer hears customers by SMS, voice, email and QR codes in store, and rates its delivery drivers too Who we work with ## Ahold Delhaize USA runs its customer programme on CX Index, alongside leading grocers and retailers in the UK, Ireland and Canada. Read the Ahold Delhaize USA case study Nine months of customer experience gains out of ten. Guides Explore every sector Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for retailers on Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For retailers, it brings store, online, delivery, loyalty and contact centre feedback into one programme, with an action report for every store. Q: How do retailers run customer surveys on Genesys Cloud CX? A: Contact centre surveys are triggered by Genesys interactions, and the same programme covers stores, the website, the app and delivery. Every store gets its own action report, and head office sees the whole estate. Q: How can a retailer link customer feedback to its loyalty programme? A: Pass the loyalty ID, tier and spend with each survey through the API or secure file transfer. You can then see what your most valuable members say, separately from everyone else, and flag high value members after a bad experience. Q: Can feedback be linked to our loyalty programme? A: Yes. Responses can carry the loyalty ID, tier and spend, sent through our API or secure file transfer. Q: Do store managers need training? A: Very little. They receive a short action report for their own store, written in plain words, with the comments behind each point. Q: Can we measure stores and the contact centre in one programme? A: Yes. Store, web, app, delivery and Genesys interactions all run in the same programme and the same reports. Q: Can CX Index survey customers outside the contact centre? A: Yes. Leading retailers around the world use CX Index for stores, websites, apps and deliveries, with website and in app pop up surveys, in store kiosks and QR codes, all in the same programme as their Genesys interactions. Q: Can CX Index survey loyalty card customers and delivery drivers? A: Yes. Retailers use CX Index to survey loyalty card customers after a visit and to hear from delivery drivers, alongside their contact centre feedback. Q: Can CX Index schedule surveys and appointments? A: Yes. Surveys can be scheduled and sent as outbound campaigns, and CX Index also handles appointment scheduling and reminders for some customers. Last updated 21 October 2026 See it with your own data ## Hear your customers wherever they shop. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: Social listening for the contact centre | CX Index URL: https://cxindex.com/social-listening/ Home  /  Platform  /  Social listening Act # Hear the conversations that never reach a survey. Most unhappy customers never fill in a survey. Some of them tell their followers instead. CX Index listens across social media, forums, blogs and news sites, and puts what it hears into your contact centre, where someone can act. Book a 30 minute demo See the whole platform ## Public feedback, handled like any other. A complaint on social media is a case waiting to be opened. Treat it like one. 100+ languages Conversations tracked across regions Real time Alerts on spikes and sentiment shifts Into Genesys Signals routed to contact centre queues One view Social alongside surveys and cases Why it matters now ## Your customers talk in public first. ### The loudest feedback is unsolicited. What customers say to their followers is often more honest than what they say in a survey. ### Answer engines are listening too. Public sentiment shapes what AI tells the next buyer about you. Knowing it is the first step to improving it. ### Speed protects the brand. A spike caught in the first hour is a response. Caught in the first week, it is a crisis. How it works ## Listen. Understand. Respond. The same loop as the rest of your programme, pointed at the public conversation. ### Listen Keywords, hashtags and brand mentions tracked across social media, forums, blogs and news. ### Understand AI reads sentiment, detects intent and clusters topics so you see what matters. ### Respond Signals trigger alerts, create cases or surveys, and route into contact centre queues. What you get ## A listening post built for enterprise. ### One unified dashboard Social platforms, forums, blogs and news sites tracked in a single place. ### AI powered insight Sentiment analysis, intent detection and topic clustering on every conversation. ### Straight into the contact centre Notifications flow into your contact centre infrastructure so issues get a prompt response. ### Dashboards you configure Focus on the metrics, keywords and hashtags that matter to your business. ### History and trends Historical data and long term patterns for strategic decisions. ### Enterprise scale Large volumes across many channels, regions and languages. Real product screens. Click any screen to open it full size. Explore the platform Questions ## Frequently asked questions. Q: What does CX Index social listening cover? A: Social media, forums, blogs and news sites. Keywords, hashtags and brand mentions are tracked in one dashboard, in more than 100 languages. Q: Can social posts reach the contact centre? A: Yes. Signals from social listening can raise alerts, create cases or surveys and route into Genesys Cloud CX queues, so someone can act. Q: How does CX Index analyse social conversations? A: AI reads the sentiment, detects intent and clusters topics, and alerts you to spikes and sentiment shifts in real time. See it with your own data ## Hear what your customers say when you are not asking. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme. Book a demo See the whole platform --- Page: Solution partners and resellers | CX Index URL: https://cxindex.com/solution-partners/ Home  /  Partners  /  Solution partners Solution partners # We go to market with partners. On purpose. Partners know your customers, your market and your language. They hold the trust relationships that take years to build. CX Index is built to be delivered through them, and we back every partner deal with our own people. Talk to our partner team Get the partner kit ## Partners are how we reach the world. Genesys partners, system integrators, consultancies and BPOs take CX Index into markets and relationships we could never reach on our own. Sell with or through Models that fit your business Partner portal Playbooks, battlecards, decks and API docs Deal support We join the call Margin friendly Pricing built for partners Why partners ## Four reasons partners are our route to market. Every one of them is something a partner has that a software company cannot buy. ### Route to market Partners are already in the room when a Genesys project starts. That is the moment Voice of the Customer gets decided. ### Expertise Implementation, integration and change skills that turn a platform into a programme people use. ### Local support Your language, your time zone and your regulations, from a team down the road. ### Trust relationships Years of delivery with the customer. A recommendation from a trusted partner is worth more than any pitch. What partners get ## Everything you need to sell it, deliver it and grow it. We invest in partners because partners invest in customers. ### A growing customer base Access to opportunities across our customer base, with high value services you can wrap around the platform. ### Training and enablement In depth training and dedicated support so your teams can sell and deliver CX Index with confidence. ### The partner kit The sales playbook and our battlecards against Qualtrics and Medallia, sent to your inbox. Request the kit. Case studies and sector briefs are in Resources. ### Deal support We join the call. Demo support, discovery questions and the requirement comparison marked up against your customer's RFP. ### Fast delivery A structured onboarding portal and master templates, so projects go live alongside the Genesys build. ### Built for multi client The Master Control Panel manages multiple environments, regions, brands and clients from one place, so partners and BPOs can run many programmes at once. Partnership models ## Two ways to work together. Pick the one that fits your business. Plenty of partners use both. ### Sell with We sell alongside you. You lead the relationship and the services, we bring the platform and the product specialists. - Joint account planning and calls - You deliver implementation and services - Our team supports every stage of the deal ### Sell through You resell CX Index as part of your own offer, on your own paper, with our support behind you. - CX Index inside your solution and contract - Partner pricing and margin - Enablement, portal access and deal support How we work together ## From the first conversation to the renewal. The same four steps on every partner deal. ### 01 Qualify The playbook shows when to position CX Index, with the deal triggers and discovery questions. ### 02 Win We join the call, run the demo with you and bring the comparison your customer will ask for. ### 03 Deliver The onboarding portal and templates get the programme live, with you or us leading. ### 04 Grow Expansion use cases and reporting that keeps your customer renewing, and your QBRs easy. Proven with partners ## Genesys, a systems integrator and CX Index. ### Ahold Delhaize USA, five supermarket banners. ADUSA chose Genesys as its technology foundation, selected Waterfield Technologies as the systems integrator across a multi brand environment, and added CX Index to capture and act on the voice of the customer. Genesys Waterfield Technologies CX Index 9 of 10 months of CX gains since go live, across all five banners. Read the case study Partners Become a partner ## Bring us into your next Genesys deal. Tell us about your customers and your market. We will show you how partners are using CX Index today, and what we put behind every deal. Talk to our partner team Get the partner kit --- Page: Customer surveys and VoC on Genesys Cloud CX, by sector | CX Index URL: https://cxindex.com/solutions/ Home  /  Solutions Solutions # Built around the way your sector works. Every sector has its own moments that decide whether a customer stays. A claim, a delivery, an outage, a renewal. We have run programmes in each of these, and we start yours from what we have learned. Book a 30 minute demo See the platform ## One platform, set up for your sector. The same platform underneath, with surveys, journeys, reports and early warnings shaped for the way your sector works. 10 sectors Programmes running across every one Every channel Contact centre, stores, web, app and field Early warning Told what changed and why 20+ AWS regions Data kept in region Sectors ## Choose your sector. ### Banking Hear the warning signs before a customer switches. See banking ### BPO Prove the value you deliver to every client. See BPO ### E-commerce Find out what is costing you repeat orders. See e-commerce ### Healthcare Patient experience from the very first call. See healthcare ### Insurance Fix the claim while it is still open. See insurance ### Public sector Services measured by the people who use them. See public sector ### Retail Stores, online, delivery and loyalty in one programme. See retail ### Technology Tie feedback to accounts, products and releases. See technology ### Travel and transport Reputation, disruption and recovery. See travel and transport ### Utilities Outages, bills and vulnerable customers. See utilities By sector ## Surveys and Voice of the Customer on Genesys Cloud CX, sector by sector. - Customer surveys and Voice of the Customer for banks on Genesys Cloud CX - Customer surveys and Voice of the Customer for BPOs on Genesys Cloud CX - Customer surveys and Voice of the Customer for online retailers on Genesys Cloud CX - Patient surveys and Voice of the Customer for healthcare on Genesys Cloud CX - Customer surveys and Voice of the Customer for insurers on Genesys Cloud CX - Resident surveys and Voice of the Customer for the public sector on Genesys Cloud CX - Customer surveys and Voice of the Customer for retailers on Genesys Cloud CX - Customer surveys and Voice of the Customer for technology and telecoms on Genesys Cloud CX - Customer surveys and Voice of the Customer for travel and transport on Genesys Cloud CX - Customer surveys and Voice of the Customer for utilities on Genesys Cloud CX Last updated 21 October 2026 See it with your own data ## See what your sector looks like in CX Index. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: Strategic Voice of the Customer for contact centres | CX Index URL: https://cxindex.com/strategic-voc/ Home  /  Resources  /  Strategic VoC Guide  ·  Strategic Voice of the Customer # Strategic Voice of the Customer, for contact centres. Most feedback programmes produce a score, a dashboard and a monthly meeting about the dashboard. A strategic programme changes what the business does. This guide sets out what that takes, in the order we would build it. Book a 30 minute demo See the Genesys comparison ## The short version. Link every answer to the interaction behind it. Measure whether problems were solved. Act on every poor score. Put a value on it in money. Get told when something changes. Linked Every answer tied to a real interaction Resolved Measure whether problems were solved Acted on Every poor score reaches a person Valued Reported in money, for finance What it is ## A programme the business steers by. ### It answers a business question. A strategic programme starts from a decision the business has to make. Where to automate, which journeys lose customers, which partners let customers down. The survey is designed to answer it. ### It is tied to what happened. Every answer is linked to the call, chat or bot conversation behind it, the agent, the queue and the reason for contact. Without that link, a score is an opinion with no address. ### It changes something every week. Findings reach the people who can act, as cases, alerts and short reports. The measure of the programme is what changed because of it. How to build it ## Six parts, in the order that matters. 01 ### Link every answer to the interaction Trigger surveys from the contact centre platform itself, so each response carries the conversation, the agent, the channel and the outcome. On Genesys Cloud CX, CX Index does this natively. 02 ### Measure resolution Ask whether the problem was solved, and compare it with what the system recorded. Containment and handle time describe what the system did. Resolution describes what the customer got. See containment measures the bot. 03 ### Close the loop Every poor score opens a case or reaches a person with the history attached, while the customer still cares. That is where retention is won. 04 ### Put a value on it Report kept customers, customers at risk and repeat contacts in money. Finance funds programmes it can check. 05 ### Get told when something changes Nobody should have to hunt through a dashboard. An always on early warning, like Canary, finds the change, explains it and tells the right person. 06 ### Keep the survey short One score, one reason and one open question is usually enough. The interaction data supplies the context. See how to get higher response rates. In practice ## What it looks like by sector. - Banks: outcome evidence and switching risk - BPOs: proving value to every client - Retail: stores, online and loyalty in one programme - Insurance: feedback at every stage of the claim - Utilities: outages, bills and vulnerable customers - Public sector: services measured by residents Last updated 21 October 2026 See it with your own data ## Build a programme the business steers by. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See the platform Questions ## Frequently asked questions. Q: What is strategic Voice of the Customer? A: A feedback programme built to change business decisions. It links every answer to the interaction behind it, measures whether problems were solved, acts on every poor score and reports the value in money. Q: How is strategic VoC different from running customer surveys? A: Surveys collect answers. A strategic programme decides in advance which business question the answers will settle, links them to the interactions behind them and makes sure someone acts on them every week. Q: How do you tie customer feedback to revenue? A: Link each answer to the customer and the interaction, then track what those customers do next: renew, buy again, complain or leave. Report the difference in money, alongside the scores. Q: How long does it take to set up a strategic VoC programme on Genesys Cloud CX? A: With CX Index, the programme runs alongside your Genesys build, and teams usually act on their first findings within the first weeks of feedback. --- Page: Genesys AppFoundry Voice of the Customer partner | CX Index URL: https://cxindex.com/technology-partners/ Home  /  Partners  /  Technology partners Technology partners # All in on Genesys. Focus is how you become the best at something. CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX, built natively on it and listed on the AppFoundry. That focus is the reason it works so well inside your Genesys estate. Visit us on the AppFoundry Book a demo ## Built for the platform you already chose. Genesys is one of the recognised leaders in contact centre as a service. CX Index adds the whole Voice of the Customer programme on top, without adding another platform for your team to run. AppFoundry Listed and installed from inside Genesys Cloud Native Agent, queue, journey and interaction data 31 of 37 Requirements added beyond the native survey Open Salesforce, ServiceNow, SAP and any API Why focus wins ## Depth beats breadth. ### One platform, known inside out. A VoC tool that integrates with everything goes shallow with all of it. We went deep with Genesys, and it shows in every interaction, queue and reason code. ### Your Genesys investment, proven. CX Index measures what your Genesys build does for customers, across agents, bots and every channel, so you can show the return. ### Specialists from day one. Our team works in Genesys every day, so your project starts with people who already know the platform, its flows and its data. What native means ## Built into Genesys, all the way down. Native is an easy word to claim. Here is what it means in practice. ### Triggered by Genesys Surveys fire from Genesys interaction events, on the channel the customer just used. ### Full context Agent, queue, wrap up code, IVR path, DNIS and custom attributes arrive with every response. ### Inside the interface Agents, managers and executives see feedback within Genesys, with no platform switching. ### One security review ISO 27001 certified, against a Genesys estate your security team already approved. Genesys AppFoundry ## Find us where you already buy for Genesys. CX Index is listed on the Genesys AppFoundry, the marketplace inside Genesys Cloud. Read the listing, check the integration and start the conversation with your Genesys team or partner. Visit us on the AppFoundry See the 37 requirement comparison Live on the AppFoundry Installed from inside Genesys Cloud Beyond Genesys ## Focused on Genesys, open to the rest of your stack. The programme runs on Genesys. The data goes wherever your business needs it. CX Index connects with any tool that has an API. ### CRM and service Feedback and cases inside the systems your teams already work in. Salesforce ServiceNow SAP Zendesk, ready to integrate ### Data and BI Exports designed for visualisation and analysis at scale. Tableau Power BI Snowflake ### Cloud and transfer Secure delivery into your own environment. AWS Amazon S3 SFTP REST API Integration briefs for Salesforce and ServiceNow are in the partner portal. Partners Questions ## Frequently asked questions. Q: Is CX Index on the Genesys AppFoundry? A: Yes. CX Index is listed on the Genesys AppFoundry and installed from inside Genesys Cloud CX. Q: Is CX Index a native Genesys Cloud CX integration? A: Yes. Surveys are triggered by Genesys interaction events, and each response carries the agent, queue, wrap up code, IVR path, DNIS and custom attributes of the interaction. Q: Which other systems does CX Index integrate with? A: Salesforce, ServiceNow and SAP for CRM and service, Power BI, Tableau and Snowflake for analysis, and AWS, Amazon S3, SFTP and REST API for secure data exchange. Voice of the Customer on other platforms Already on Genesys ## You are one listing away. Find CX Index on the AppFoundry, or book half an hour and we will show you exactly how it fits your Genesys estate. Visit us on the AppFoundry Book a demo --- Page: Tech and telecoms VoC on Genesys Cloud CX | CX Index URL: https://cxindex.com/technology/ Home  /  Solutions  /  Technology Solutions  ·  Technology # Support is part of the product. For software, telecoms and technology businesses, the support experience decides renewals as much as the features do. We tie customer feedback to accounts, products and releases, so product, support and customer success work from the same evidence. Book a 30 minute demo See the platform ## Used by technology and telecoms businesses. Programmes running for telecoms, cloud and IT services providers. Telecoms An Irish telecoms provider Cloud services A UK cloud services provider IT services A Nordic IT services group Account level Feedback rolled up by account and renewal Why it matters now ## Churn shows up in support long before the cancellation. ### Renewals are decided in support. A customer who struggles to get help starts looking around months before the contract ends. ### Releases change sentiment overnight. A new version or a changed plan can move scores in a day. You need to know which change did it. ### One account has many voices. In business accounts the buyer, the admin and the daily user all see something different. Where we add value ## Customer surveys and Voice of the Customer for technology and telecoms on Genesys Cloud CX. What changes for your support and success teams. ### Account health from real feedback Scores and comments rolled up by account, with the renewal date alongside. ### Release impact in plain view Feedback tagged to the version and the product area, so product teams see what a release did to customers. ### Bots measured on resolution Containment tells you the bot ended the conversation. We ask the customer whether the problem was actually solved. ### Product feedback routed Feature requests and bugs mentioned in comments reach the product team, sorted and counted. ### Tiers compared First line, second line and partners compared on the same scale, from the customer's point of view. ### Customer success alerted A run of poor scores from one account creates a task for the account owner. Early warning ## Told when something changes, with the reason attached. Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it. Contacts about the latest release are scoring lower than any release this year.Spotted The product team gets the version, the areas affected and the comments. Customers who started with the chatbot are scoring the agent lower.Explained The handover is losing context, and the comments show where. Four users from one enterprise account left negative comments in a week.Acted on Customer success gets a task with the renewal date and the comments attached. Who we work with ## Telecoms, cloud and IT services providers in Ireland, the UK and the Nordics run customer programmes on CX Index. Guides Explore every sector Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for technology and telecoms companies on Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For technology and telecoms companies, it rolls feedback up by account, release and product area, and measures bots on whether the customer problem was actually solved. Q: How do software and telecoms companies survey customers on Genesys Cloud CX? A: A survey follows each Genesys support interaction, human or bot, and carries the account, plan, product area and release. Results roll up by account, so customer success sees account health before renewal. Q: Can feedback be rolled up by account? A: Yes. Responses can carry the account, plan and renewal date, so you can report account health as well as contact satisfaction. Q: Can you measure our bots as well as agents? A: Yes. Bot and agent contacts are measured on the same scale, including whether the customer's problem was resolved. Last updated 21 October 2026 See it with your own data ## See which customers are drifting, and why. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: Customer surveys and VoC for travel on Genesys Cloud CX | CX Index URL: https://cxindex.com/travel-transport/ Home  /  Solutions  /  Travel and transport Solutions  ·  Travel and transport # In travel, your customers write your reputation. Travellers read reviews before they book, and answer engines read them before they recommend anyone. When something goes wrong on a trip, it tends to go wrong in public. We help you hear customers at every stage, recover bad experiences fast and grow a body of genuine reviews. Book a 30 minute demo See the platform ## Thirteen years with one of the best known names in travel. CarTrawler has run its customer programme on CX Index for thirteen years. 13 years With CarTrawler WMATA Transit, Washington DC Many markets Programmes across languages and jurisdictions In line Review invitations built for UK, EU and US rules Why it matters now ## Travel is booked on trust and remembered in reviews. ### Reviews come before bookings. Travellers compare what other customers say before they pay. So do the AI assistants they ask for advice. ### Disruption hits everyone at once. A cancelled flight or a closed line can bring thousands of contacts in an hour. You need to know what they are saying while it happens. ### Partners carry your name. Car hire desks, hotels and transfers are part of the trip. When a partner lets a customer down, the customer blames you. Reputation management ## More genuine reviews, and every bad trip followed up. What travellers say in public now shapes the next booking and the next AI recommendation. We help you grow it the right way. ### Every customer invited The same review invitation, at the same point, for every eligible customer, whatever they scored. That keeps you inside the rules set by Google, Trustpilot and consumer law in the UK, EU and US. ### Recovery runs alongside Customers who had a bad experience get the invitation too, and a follow up and a callback as well. The problem gets fixed while they still care. ### Ready for answer engines ChatGPT, Gemini and Google AI Overviews draw on what customers say about you when they recommend a company. A steady flow of genuine reviews gives them more to work with. ### What is said in public, heard in one place Social mentions analysed next to your survey feedback, so the same themes show up whichever channel the customer used. ### Rules applied by country Timing, consent and platform rules set for each market you operate in, so a programme across Europe and North America runs to the right rules everywhere. ### Proof for your legal team Every invitation and timing decision logged in an audit trail you can show a regulator or a review platform. Where we add value ## Customer surveys and Voice of the Customer for travel and transport on Genesys Cloud CX. What changes for your operation. ### Feedback at every stage Booking, pick up, the trip itself and the journey home, each one measured and tied to the booking. ### Disruption heard live During an incident, see what customers are saying in real time and which updates they are missing. ### Partners rated by travellers Scores by supplier, location and desk, so the partner conversation starts with evidence. ### Recovery while they travel A poor score mid trip opens a case and a callback while there is still time to put it right. ### Every market, one view Programmes across languages and jurisdictions, reported together or market by market. ### Staff and crew heard too Frontline surveys next to customer feedback, so you see where pressure on the team reaches the customer. Early warning ## Told when something changes, with the reason attached. Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it. Comments about the pick up desk at one airport turned negative on Friday.Spotted The partner manager gets the location, the supplier and the comments. Delay complaints on one route mention a lack of updates far more than the delay.Explained The fix goes to the team that sends the updates. A traveller scored their transfer 1 out of 10 on day two of the trip.Acted on A case opens and a callback is booked while they are still away. Results ## What customers have seen. 13 years Running with our first enterprise customer, one of the best known names in travel Who we work with ## CarTrawler and WMATA run customer programmes on CX Index. Guides Explore every sector Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for travel and transport operators on Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For travel and transport operators, it invites every customer to review in line with the rules, recovers bad experiences while the customer is still travelling and rates partners by what travellers said. Q: How do travel companies survey customers on Genesys Cloud CX? A: Surveys run at each stage of the trip, from booking to the journey home, triggered by Genesys interactions and booking events. Each answer is tied to the booking, the supplier and the location, and a poor score mid trip opens a case while there is still time to fix it. Q: Can we invite only happy customers to leave a review? A: No. Review gating is prohibited by Google and Trustpilot and conflicts with consumer law in the UK, EU and US. We invite every eligible customer and run recovery for the unhappy ones. Q: How do reviews affect AI recommendations? A: Answer engines such as ChatGPT, Gemini and Google AI Overviews draw on what customers say across the web. More genuine reviews give them more to work with. Q: Can we see feedback by partner or supplier? A: Yes. Responses can carry the supplier and location, so partners are compared on what travellers actually said. Last updated 21 October 2026 See it with your own data ## Let your travellers write the reputation you earned. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector --- Page: Surveys and VoC for utilities on Genesys Cloud CX | CX Index URL: https://cxindex.com/utilities/ Home  /  Solutions  /  Utilities Solutions  ·  Utilities # When the bill or the power goes wrong, customers call. Utility customers mostly contact you when something has gone wrong. An outage, a high bill, a missed appointment. How those contacts are handled decides trust, complaint volumes and what the regulator hears. We make sure you hear it first. Book a 30 minute demo See the platform ## Trusted by electricity and water providers. Programmes running for utilities in the United States and Europe. Electricity A US electricity provider Water A US municipal water utility Energy A German energy provider 20+ AWS regions Data kept in region Why it matters now ## Most utility contacts start with a problem. ### Outages bring spikes. One storm can bring a week of calls. Customers mostly want to know when the power or water is coming back. ### Bills bring complaints. Estimated readings, tariff changes and payment plans drive the largest share of difficult conversations. ### Regulators are watching. Complaint handling and care for vulnerable customers are under closer scrutiny every year. Where we add value ## Customer surveys and Voice of the Customer for utilities on Genesys Cloud CX. What changes for your customers and your regulator. ### Outage feedback at scale What customers said during and after an outage, by area and by channel. ### Billing problems explained Free text sorted into the reasons behind bill complaints, so the fix goes to the billing team. ### Vulnerable customers flagged Comments that suggest a medical need, hardship or distress reach a priority team the same day. ### Field visits rated Engineers and appointments scored by the customers who were there. ### Fewer escalations Poor scores open a case with the full history, before the customer goes to the regulator. ### Evidence for the regulator Customer outcome reporting by journey, area and customer group. Early warning ## Told when something changes, with the reason attached. Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it. Comments about estimated bills rose sharply in one billing cycle.Spotted Flagged to billing with the accounts and the comments behind it. Low scores after outage calls mention not knowing when power would return.Explained The fix goes to outage communications. A customer mentions a medical device at home during an outage.Acted on Routed to the priority services team the same day. Results ## What customers have seen. +300% Responses for a US utility, straight after switching to CX Index from its previous provider Who we work with ## Electricity, water and energy providers in the US and Germany run customer programmes on CX Index. Guides Explore every sector Questions ## Frequently asked questions. Q: What is the best Voice of the Customer platform for utilities on Genesys Cloud CX? A: CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For utilities, it covers outages, billing and field visits, flags vulnerable customers the same day and produces customer outcome evidence for the regulator. Q: How do utilities survey customers after outage and billing calls on Genesys Cloud CX? A: CX Index sends a short survey after the Genesys call or chat, tagged with the reason for contact and the area. Outage and billing feedback is reported where it happened, and comments that suggest a vulnerable customer reach the priority team the same day. Q: Can feedback be reported by area? A: Yes. Responses can carry the area, network zone or postcode, so you see outage and billing feedback where it happened. Q: Can vulnerable customers be flagged automatically? A: Yes. Comments that suggest a medical need, hardship or distress can open a case for your priority team. Last updated 21 October 2026 See it with your own data ## Hear customers first, before the regulator does. Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation. Book a demo See every sector