Customer experience (CX) is shaped by how contact centres interact with their customers, but ensuring consistency across an organisation can be challenging.
A CX Code helps to create a shared understanding of what good customer experience looks like.
To find out more, we asked Paul Pember, Customer Service Specialist, to give advice on how to create a customer experience (CX) Code and to embed it in your organization.
Video: What Is a Customer Experience Code?
Watch the video below to hear Paul discuss how to create a CX Code and how it needs to be embedded within the organization:
With thanks to Paul Pember, Customer Service Specialist, for contributing to this video.
This video was recorded when Paul was a panellist on our 2022 webinar ‘How to Transform CX‘
What Is a CX Code?
A CX Code is a set of principles that guide how services, products, and customer journeys are designed.
It helps ensure that everyone in the organisation understands and applies the same customer-focused approach, as Paul explains:
“The customer experience code is a set of principles that is made through customer insight and understanding.
Its main purpose is to be an easy-to-understand tool that can be used, picked up and embedded across the organization.”
The key to a successful CX Code is that it must be based on real customer insight rather than assumptions. It should be clear, practical, and easy for teams to embed in their daily work.
Creating a CX Code
Each organisation’s CX Code will be different. It should reflect the business context, customer needs, and industry challenges.
“When we design services, product processes and journeys, how do we make sure everyone else in the organization knows that as well?
So, the code wouldn’t be the same in every organization.
The code will vary depending on the context of your business. So, for example, a local council or social housing, that’s about the basics done really well with kind of low effort.
So your code will change depending on the sector you are part of.”
Why Insight Matters
A CX Code should not be built on what a business thinks is best, and it should be shaped by real customer experiences.
Using customer feedback and data ensures that the code is relevant and effective:
“But the critical point here is the code is created through insight. This is not what you think. This is not what the business thinks.
This is based on insight. And it’s got to be an easy, understandable tool that can be embedded in the organization.”
When done well, a CX Code becomes a simple but powerful tool that aligns teams, improves customer interactions, and drives better experiences.
If you are looking for more great video insights from the experts, check these out these videos next:
- What Sort of Team Player Are You?
- What Is the Difference Between WFM, WFO and WEM?
- Typical IVR Solutions
Author: Paul Pember
Reviewed by: Robyn Coppell
Published On: 27th Sep 2022 - Last modified: 30th Apr 2025
Read more about - Video, Customer Service, CX, Paul Pember, Videos
