Customer experience (CX) assessments
Understand your organisation's Customer Experience (CX) maturity to provide comprehensive insight and guidance on key areas of improvement most valuable for your customers and business.
Evaluating your customer experience capability
Many organisations already have a Customer Experience strategy, but often they are not effectively turning it into actions that directly benefit the customer or the organisation. Customer Experience strategies may also be out-dated and written through the business lens, rather than the customers'. During a Customer Experience Assessment, we discover areas where a CX strategy could be improved to align it with what customers truly value.
For organisations wanting to assess, define and re-align their customer experience strategy, a rigorous Customer Experience Assessment will help break this task down into tangible, actionable steps.
Clues that a customer experience strategy is ineffective
Here are some clues that indicate an organisation's customer experience strategy is no longer effective
- The strategy is no longer (or never was) aligned across all departments and functions of the organisation
- Functions and departments within the organisation are operating in silos and towards individual KPIs that don't support a seamless customer experience.
- Fast-moving technology means the current strategy (even from just a few years ago) is outdated
- Technology platforms are outdated, inflexible or don't talk to one another
- Poor processes and systems are inhibiting seamless interactions with customers
- There is no longer a clear direction on what to prioritise for customers so it's difficult to distribute limited resources
What happens during a customer experience assessment?
A CX assessment looks at the following areas of the business:
- Does the organisation have a current or adopted Customer Experience (CX) strategy?
- Is the voice of the customer and customer insights understood and does it inform and drive business decisions?
- Does the business engage in customer experience design and improvement?
- Is the organisation's culture customer-centric?
- Have teams taken on accountability for improved customer experience?
- Undertake calculation of metrics, measurement and return on investment (ROI)
Refine and focus your CX efforts
Use an Innovation Assessment tool to gain clarity on key areas of CX improvements, and how to achieve them
GET IN TOUCHBenefits of a CX assessment or CX diagnostic
A customer experience assessment will:
- Provide updated industry Customer Experience benchmarks for the organisation
- Devise a roadmap and plan to gain a true, current alignment of the Customer Experience strategy across the entire organisation
- Make sure the overall Customer Experience strategy aligns with the core needs of customers, as already identified
- Determine the current and ideal technology infrastructure to support the Customer Experience strategy
- Prioritise and plan for the successful and sustainable implementation of the Customer Experience strategy
How a CX assessment helped Chartered Accountants Australia and New Zealand (CAANZ)
Chartered Accountants Australia and New Zealand sought to better understand the candidate journey of their program. Being an external provider, Proto were able to take an "outside-in" approach by viewing the candidate journey through the lens of their candidates and employers.
Proto provided the Chartered Accountants ANZ with a customer strategy that looked at the entire member journey in great depth. Each touch-point showed the channels used, level of friction, key insight and prioritised opportunities for improvement.
Refine and focus your CX efforts
Use an easy CX assessment tool to gain clarity on key areas of CX improvements, and how to achieve them
GET IN TOUCH
Felicity Clark