Case Study: CyberCX lifts customer experience and NPS with Genroe and CustomerGauge

CyberCX lifts CX and improves NPS in 2 years with Genroe

CyberCX, formed by merging twelve Australian cybersecurity brands, faced the challenge of building a cohesive and valuable customer experience (CX) program from scratch across its new, complex structure. They partnered with the vendor Genroe and its technology partner, CustomerGauge, to implement a robust program focused on Net Promoter Score (NPS) and customer feedback.

Genroe's solution involved implementing a disciplined CX process with strong senior sponsorship, continuous communication, and a primary KPI focused on response rate rather than individual NPS targets. The program emphasized closing the loop on all feedback and analyzing data for continuous improvement. As a result, CyberCX achieved consistently high and improving NPS scores, secured widespread internal buy-in, and enabled its sales team to use customer insights to expand relationships and resolve issues.

CyberCX