IDCXS 2022International Digital Customer Experience Standard
The world's first international standard dedicated to digital customer experience. Optimize your digital channels, mobile apps and online services to deliver exceptional user experience.
The Digital Excellence Standard
At the core of the new IDCXS standard is the original 5Ps Service Excellence Model, adapted and developed for the digital age. With 3 years of development, trials and improvements, IDCXS is the world's first Digital Customer Experience Standard.
The 5Ps Model
The 5Ps model is accepted globally as the core principle for ensuring customer experience service excellence across any type of organisation. It now provides a brilliantly powerful, fool-proof diagnostic tool for analysing your customer experience systems, processes and communications.
3 Years of Development
Developed with many global experts in all aspects of digital delivery, including trials, improvements and a complete review cycle.
Global Experts
Developed with the participation of many global experts in all aspects of digital delivery to ensure a comprehensive and relevant standard.
Diagnostic Tool
A brilliantly powerful, fool-proof diagnostic tool for analysing your customer experience systems, processes, communications and much more.
Deep Analysis
Allows organisations to drill down to forensic levels of detail, understanding more clearly where improvements can be made.
Simplified Management
Can rationalise key factors into several component elements, making performance analysis more manageable for organisations.
The 7 Elements of IDCXS 2022
Each element of IDCXS 2022 contains several criteria/clauses that provide clear guidance on how to improve digital customer experience and service excellence.
Policies
Do your organisation's policies outline the parameters for digital products/services, digital channels, processes and people?
- Policies for digital products/services
- Policies for digital channels
- Determining priorities for resource allocation
Places – Digital Channels
Are digital portals, mobile apps, online services designed according to the quality, resilience and robustness needs and expectations of the customer?
- Optimized digital portals
- High-performing mobile apps
- Accessible and reliable online services
Products / Services
Is the performance of your products/services fit for purpose and consistent with existing digital performance expectations?
- Fit-for-purpose performance
- Consistency with digital expectations
- Quality and reliability of digital services
Processes & Customer Journey Maps
How effective are your organisation's processes in delivering the desired outcome to customers and users across all services?
- Digital process effectiveness
- End-to-end customer journey mapping
- Continuous measurement and optimization
People
Are your employees sufficiently skilled and motivated to ensure products and services are delivered to fulfil customer and user needs?
- Employee digital skills
- Motivation and engagement
- Consideration of employee happiness
Measurement of Performance
Definition and implementation of performance measurement across all digital services will provide foundations for customer experience service excellence and employee happiness.
- Established measurement systems
- Digital key performance indicators
- Regular analysis and reporting
Performance Results
How can research and other related performance measures identify levels of happiness and satisfaction in customers and employees?
- Digital customer satisfaction measurement
- Employee engagement measurement
- Results and continuous improvements
IDCXS 2022 Scoring System
The scoring system of IDCXS 2022 consists of 1,000 Points distributed among each of the 7 sections according to their contribution to digital service excellence delivery.
Points Distribution
Policies
10010% of total
Digital Channels
10010% of total
Products / Services
15015% of total
Processes & Journey Maps
20020% of total
People
10010% of total
Measurement of Performance
25025% of total
Performance Results
10010% of total
Total: 1,000 Points
By reviewing the results, your organization can develop an accurate priority list, ensuring resources are used efficiently to improve digital standards across the board.
Important Note
The points distribution reflects the increased importance of performance measurement (25%) and digital processes (20%) in modern digital customer experience.
Benefits of IDCXS Certification
Discover how IDCXS certification can transform your digital organization and generate measurable results.
Digital Excellence
Optimize all your digital channels, mobile apps and online services to deliver exceptional user experience.
Optimal User Experience
Create intuitive and engaging user experiences that maximize satisfaction and loyalty of digital customers.
Digital Competitive Advantage
Stand out from the competition with internationally recognized digital excellence standards.
Measurable Results
1,000-point scoring system to accurately assess your digital performance and identify improvement priorities.
Employee Satisfaction
Improve employee well-being and engagement in the digital environment, creating a productive and satisfied workforce.
Data-Driven Decisions
Make informed decisions based on accurate measurements and in-depth analysis of your digital performance.
Ready to Transform Your Digital Customer Experience?
Join the thousands of organizations that have transformed their digital customer service through IDCXS certification.
Request a Certification
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