Use Navigator365™ Cx Benchmark data to map the relationship between omnichannel engagement and customer experience outcomes
Combine benchmark findings with client-supplied NPS and market share data to explore links between CX maturity and commercial performance
Test the full chain of impact: Engagement → CX → NPS → Market Share
Tactics
Data Correlation Mapping – Analysed responses from 301 specialists across seven markets to compare omnichannel engagement levels with CX performance scores at brand level
Linking CX to NPS – Demonstrated a strong correlation between CX scores and brand-level NPS, supporting the role of CX as a driver of customer loyalty
Connecting NPS to Market Share – Used client-provided 12-month market share data for three brands across seven countries to validate the correlation between brand NPS and market share evolution
Results
Confirmed a compelling chain of positive correlations between omnichannel engagement, CX scores, NPS, and market share growth
Provided clear, evidence-based support for using CX benchmarking as a foundation for commercial decision-making
Helped the client build an internal business case for sustained investment in omnichannel customer experience improvement