We conducted a comprehensive assessment of a client’s customer experience capabilities, providing a structured roadmap for improvement.
Challenge
The client made recent progress in developing their CX capabilities but wanted to step back and holistically evaluate where they still needed to build muscle.
Approach
Like any good performance trainer, we started by developing a neutral assessment model that rated their capability on discrete dimension groups like measurement, experience design, and governance. From that evaluation of the current state, we recommended specific areas to improve that would systematically accelerate their ability to achieve their performance goals like improved CSAT and reduced churn.
Value Delivered
- Structured view of the desired CX capabilities, including a thorough explanation of an idea future state
- Roadmap designed to progressively develop capability in the most pressing area for their business
- Expanded leadership appreciation of the value of CX
- Increased confidence in consistently delivering desired customer behaviors
