Assess your customer experience across five key domains. We will send you a complimentary customized report tailored to your organization based on your response.
Our team of experts will make recommendations and provide further insights as to your company’s strengths and the area of opportunity.
Governance
Customer Experience Governance refers to the organizational (policies and procedures) and operational (tools and methodology) infrastructure necessary to ensure consistent high quality projects, services, and programs.
Recognition
Customer Experience Recognition looks through the lens of the executive management team. How has the C-suite shaped the organizational culture regarding Customer Experience? Is Customer experience an underlying theme within the organization, or simply a “buzzword”?
Customer Satisfaction and Metrics
Customer Experience Customer Satisfaction and Metrics determine whether outcomes are defined and driven by the overall corporate strategy and whether interactions with the customer are measured in real-time via reporting and/or dashboards.
Methodology
Customer Experience Methodology evaluates whether the organization has developed a set of standardized tools and templates in accessible repository to define and design the Customer Experience.
Delivery
Customer Experience Delivery acknowledges that the organization’s services are delivered through customer journeys, and that those services and journeys are continually tested throughout its lifecycle to ensure quality delivery leveraging Moments of Truth.
E-Books
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