Inventory

CX tools inventory

This comprehensive list shows the depth and breadth of traditional CX toolkits and highlights how many assume human consciousness, emotions and subjective experience as their foundation.

80+
Total tools
8
Categories
🔍 Customer research & insights · 14 tools
  • Customer personas — fictional profiles representing segments
  • User personas — behaviour-focused digital profiles
  • Customer journey maps
  • Experience maps
  • Service blueprints
  • Empathy maps
  • Customer interviews
  • Focus groups
  • Surveys and questionnaires
  • User testing
  • Ethnographic research
  • Diary studies
  • Card sorting
  • Jobs-to-be-Done framework
📊 Measurement & analytics · 14 tools
  • Net Promoter Score (NPS)
  • Customer Satisfaction (CSAT)
  • Customer Effort Score (CES)
  • Customer Lifetime Value (CLV)
  • Churn rate analysis
  • Voice of Customer programs
  • Customer analytics dashboards
  • Sentiment analysis
  • Text analytics
  • Social listening tools
  • Heatmaps
  • Session recordings
  • A/B testing
  • Conversion rate optimisation
🎨 Touchpoint design & optimisation · 12 tools
  • Wireframes
  • Prototypes
  • Storyboards
  • Use cases
  • User stories
  • Information architecture
  • Content strategy
  • Omnichannel design
  • Responsive design
  • Accessibility guidelines
  • Brand guidelines
  • Style guides
⚙️ Process & operational tools · 10 tools
  • CX maturity models
  • CX governance frameworks
  • Voice of Customer integration
  • Customer advisory boards
  • CX training programs
  • Employee experience tools
  • Quality assurance frameworks
  • Service level agreements
  • Escalation procedures
  • Root cause analysis
🤝 Relationship management · 10 tools
  • Customer relationship management (CRM)
  • Customer segmentation
  • Personalisation engines
  • Loyalty programs
  • Customer success programs
  • Retention strategies
  • Win-back campaigns
  • Referral programs
  • Community building
  • Customer advocacy programs
🔄 Feedback & continuous improvement · 10 tools
  • Feedback loops
  • Closed-loop feedback
  • Customer feedback management
  • Review management
  • Complaint management systems
  • Continuous improvement methodologies
  • Kaizen events
  • Design thinking workshops
  • Innovation labs
  • Pilot programs
💬 Communication & engagement · 9 tools
  • Customer communication plans
  • Multichannel communication
  • Personalised messaging
  • Automated communication
  • Customer onboarding programs
  • Customer education
  • Self-service portals
  • Chatbots and virtual assistants
  • Knowledge management systems
🎯 Strategic frameworks · 10 tools
  • Customer-centric business models
  • Value Proposition Canvas
  • Customer experience strategy
  • Moments of Truth
  • Peak-End Rule
  • Service-Dominant Logic
  • Design thinking
  • Lean Startup methodology
  • Agile CX
  • Systems thinking
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