Savanta’s Customer Experience (CX) framework

At Savanta, we've built a legacy of assisting organisations in boosting revenues by crafting and delivering exceptional experiences. Regardless of the terminology - customers, users, clients, passengers, or shoppers - the core objective remains the same: to devise and deliver optimised experiences.

Steve King Senior Vice President: Customer Experience 06/03/2024

The cornerstone of our experience proposition is the belief that robust CX measurement is not merely a tool for enhancing customer retention, but a significant driver for revenue growth. Effective CX offers a positive ROI by delivering insights that support business objectives, whilst engaging stakeholders in the commercial benefits of improving customer-brand relationships.

We adopt a unique approach. Across a range of research solutions, our focus is on empowering clients to make informed decisions. When it comes to CX, this means linking CX KPIs (attitudes and perceptions), behavioural intentions, and actual business outcomes.

Our validated framework is central to this process. It offers innovative methods to predict revenue growth per customer from CX, moving beyond the standard NPS. Our framework emphasises:

Enhancing both functional and emotional experiences through Savanta’s ‘Five Building Blocks of Loyalty.’
Progressing beyond satisfaction and retention to better predict revenue growth.
Developing customer attitudinal loyalty and advocacy for deeper engagement and influencing future behaviour.