GCS CX Certified™
An Independent Standard for Customer Experience Excellence
GCS CX Certified™ is a structured Customer Experience Assessment and Certification framework developed by Globex Call Center Solution (GCS) to evaluate how organizations actually deliver customer experience across customer-facing channels and the complete customer journey.
CX
CERTIFIED™
Measure the experience. Not just the score.
Customer Experience Assessment built around the real customer journey.
GCS CX Certified™ evaluates the actual customer experience delivered by an organization rather than relying on assumptions, isolated scores, or a single interaction.
The framework is designed for organizations that want an independent view of how their customer-facing operation performs across relevant touchpoints and channels.
GCS assesses the experience from the perspective of the customer, examining interaction quality, employee knowledge, accuracy of information, communication, empathy, problem handling, resolution, escalation, follow-up, customer effort and cross-channel consistency.
The objective is not simply to produce a score. The objective is to understand what customers actually experience, identify meaningful gaps and provide an evidence-based foundation for improvement and certification.
What it is not
Customer experience is more than a single score.
CSAT and NPS can provide valuable signals, but they do not always explain what happened during the customer journey or why customers experienced friction.
A customer may be satisfied…
Yet still experience slow response, inconsistent information, unnecessary effort, repeated contacts or difficult escalation elsewhere in the journey.
GCS looks at the wider experience.
We evaluate the operational factors that shape customer experience, including response, knowledge, communication, empathy, resolution, customer effort and cross-channel consistency.
Assess the experience where customers actually interact with your organization.
The assessment scope is agreed before testing and can cover relevant customer-facing channels, interaction points and operating conditions.
Voice & Calls
Response, communication, knowledge, handling, resolution and follow-up during customer calls.
Live Chat & Digital Support
Responsiveness, accuracy, communication and continuity across applicable digital interactions.
Email & Written Communication
Response quality, clarity, accuracy, professionalism, resolution and follow-up.
Social & Messaging
Customer-facing social or messaging interactions within the approved assessment scope.
Customer Journey Touchpoints
Relevant stages and touchpoints across the journey, including consistency between interactions.
Operating Conditions
Different days, times and operating conditions, including full-cycle assessment of applicable 24/7 channels.
Experience the operation as a customer would.
Where applicable, GCS assessors interact with frontline teams as real customers. Frontline employees are not informed that a specific interaction is being conducted as part of the certification assessment.
This allows GCS to evaluate the experience as it is naturally delivered rather than relying only on specially prepared or supervised interactions.
External by design.
GCS conducts the assessment through customer-facing channels and does not require access to internal CRM systems, databases, platforms, systems or infrastructure.
What does GCS CX Certified™ measure?
The GCS CX Certified™ Version 1.0 framework evaluates nine core dimensions of customer experience for a total assessment score of 100 points.
Accessibility & Availability
How easily customers can access relevant service and support channels.
Response & Speed
Response time, service speed and efficiency of the customer interaction.
Agent Knowledge & Accuracy
Employee knowledge, accuracy and responsibility when providing information.
Communication & Professionalism
Clarity, professionalism and effective interaction management.
Empathy & Human Interaction
Empathy, patience, endurance and quality of human interaction.
Problem Resolution
The ability to understand, handle and resolve customer problems effectively.
Customer Journey & Cross-Channel Consistency
Consistency across relevant channels, interactions and customer journey touchpoints.
Difficult & Exceptional Scenarios
Performance when handling frustrated, angry, difficult or uncooperative customers.
Customer Effort & Experience
The effort required from customers and the overall quality of their experience.
We assess how the operation performs when customer interactions become difficult.
Customer experience is often revealed when customers are frustrated, confused, dissatisfied, demanding, or unable to resolve an issue on the first interaction.
Knowledge & Accuracy
Can the employee provide correct, clear and responsible information without creating additional confusion or risk?
Problem Resolution
Does the operation genuinely resolve the customer’s issue, or does the customer need to contact the organization again?
Communication & Professionalism
Does the interaction remain clear, respectful and professional even when the customer is frustrated?
Patience & Empathy
How effectively does the operation handle emotional, difficult or exceptional customer situations?
Measure. Understand. Improve. Reassess. Certify.
A structured process designed to turn customer experience observations into measurable insight and continuous improvement.
Measure
Capture customer experience performance across the agreed customer-facing scope.
Understand
Identify strengths, gaps, friction points, recurring issues and journey observations.
Improve
Translate assessment findings into practical areas for customer experience improvement.
Reassess
Evaluate progress through a subsequent assessment when required.
Certify
Award certification when the agreed GCS CX Certified™ requirements are achieved.
Certification is earned through assessment.
Organizations are assessed against agreed GCS CX Certified™ criteria that are shared and confirmed before the assessment begins.
The recommended overall certification threshold for Version 1.0 is 85/100, together with the agreed requirements for critical criteria.
Critical areas include Agent Knowledge & Accuracy, Problem Resolution, correct and responsible customer information, and Communication & Professionalism.
Certification is not automatically awarded for participation. The agreed standard must be achieved through the assessment.
Recommended overall certification threshold
Final assessment requirements, including critical-criteria conditions, are agreed before testing begins.
More than a certification score.
Every organization participating in an assessment receives a structured report designed to provide actionable visibility into the customer experience.
A certification based on an independently assessed customer experience.
Organizations that successfully achieve the agreed GCS CX Certified™ criteria receive the official certification.
The certification is valid for one year from the date of issuance.
The certification reflects the customer experience performance observed within the approved assessment scope and assessment period.
Independent by design
GCS CX Certified™ provides an external perspective on customer experience without requiring access to internal CRM systems, databases, platforms, systems or infrastructure.
The focus remains on the customer-facing experience and the way customers actually interact with the organization.
GCS CX Certified™ FAQ
Common questions about the Customer Experience Assessment and Certification process.
What is GCS CX Certified™?
GCS CX Certified™ is a Customer Experience Assessment and Certification framework developed by Globex Call Center Solution (GCS) to evaluate how organizations actually deliver customer experience across customer-facing channels and the customer journey.
Is GCS CX Certified™ a training or employee certificate?
No. It is an organizational Customer Experience Assessment and Certification framework, not a training certificate or individual employee certification.
Does GCS need access to our CRM or internal systems?
No. The assessment is conducted externally through agreed customer-facing channels and does not require access to internal CRM systems, databases, platforms, systems or infrastructure.
How does blind customer testing work?
Where applicable, GCS assessors interact with frontline teams as real customers. Frontline employees are not informed that a specific interaction is part of the certification assessment.
Can 24/7 customer-facing operations be assessed?
Yes, where applicable. The assessment scope can include different days, times and operating conditions, including the full operating cycle of an agreed 24/7 customer-facing channel.
Is GCS CX Certified™ based only on CSAT or NPS?
No. CSAT and NPS can be useful indicators, but GCS CX Certified™ evaluates a broader set of customer experience dimensions across the customer journey.
What happens if an organization does not achieve certification?
The organization still receives the assessment report and its findings. Certification is awarded only when the agreed certification criteria are achieved.
How long is GCS CX Certified™ valid?
The certification is valid for one year from the date of issuance.
How can an organization request a GCS CX Certified™ assessment?
Organizations can contact GCS to discuss the assessment scope, customer-facing channels, operating conditions, scenarios, criteria and certification process.
See what your customers actually experience.
Request a GCS CX Certified™ assessment and discover how your customer-facing operation performs against a structured Customer Experience standard.
