"We're not sure where we stand with our customer experience. How can we accurately assess our current state?"

“How do we benchmark our CX efforts against industry standards?”

CX ASSESSMENTS

The art + science of learning your unique CX imperative through the perspectives of your key stakeholders

"We're not sure where we stand with our customer experience. How can we accurately assess our current state?"

"Are we missing out on key insights that could drive our customer experience forward?"

3.5X

higher revenue growth

88%

of CX leaders use CX
Maturity Models

2.5X

more likely to meet
business goals

17%

higher retention

Your employees and customers hold the smartest answers to guide your CX efforts

Why CX Assessments?

Strategic Assessments go beyond instinct by telling you precisely where you are today and what exactly you need to do to improve your customer-centered initiatives. There is an art and science behind measuring the current state from the people whose perspectives matter most (hint: it’s not always the executives).

What does the CX Assessment process look like?

CX Maturity Assessment evaluates your organization's customer experience capabilities across key dimensions. It identifies strengths, gaps, and opportunities for improvement. Through data collection, analysis, and benchmarking, it provides a roadmap for enhancing CX practices, aligning them with business goals, and driving competitive advantage.

Define Assessment
Scope

Collect Customer &
Employee Data

Analyze and Benchmark

Develop Action
Plan

Implement and Monitor

CX Assessments reveal where you stand and what you need to do as a result.

Current CX capabilities vs. industry benchmarks

Critical gaps in CX strategy and execution

Untapped opportunities for customer-centric innovation

Areas of misalignment between CX efforts and business goals

Key drivers of customer satisfaction and loyalty

Prioritized roadmap for CX improvement initiatives

FAQ

Commonly asked questions on the CX assesment process

How long does a CX maturity assessment typically take?

The process usually takes 3-5weeks, depending on your organization's size, complexity and the number of people we need to talk to. This allows for thorough data collection, analysis, and actionable recommendations.

What tangible benefits can we expect from this assessment?

You'll gain a clear roadmap for CX improvement, identify quick wins, and have a benchmark for measuring progress. Clients typically see improved customer satisfaction scores and increased revenue within 6-12 months of implementing recommendations.

How does this assessment differ from customer surveys we already conduct?

While customer surveys provide valuable feedback, our assessment evaluates your internal CX capabilities and processes. It offers a holistic view of your CX maturity across multiple dimensions, revealing systemic issues and opportunities and helps you get a sense of implementation prioritization that will offer the most growth in the shortest amount of time.

Will this assessment disrupt our daily operations?

We design the process to be minimally disruptive. Most data is collected through surveys and focused interviews. The insights gained far outweigh the small-time investment required from your team.

How do you ensure the assessment findings are relevant to our specific industry?

Our methodology is tailored to B2B professional services, with industry-specific benchmarks. We also customize the assessment based on your unique business model and competitive landscape.

What if the assessment reveals major gaps in our CX capabilities?

Identifying gaps is valuable—it's the first step to improvement. We provide a prioritized action plan to address these gaps, focusing on high-impact, feasible initiatives to elevate your CX maturity.

How often should we conduct these assessments?

We recommend annual assessments to track growth progress in the right directions and adjustment strategies. However, reassessments after major organizational changes or at 18-month intervals can also be effective.

Can this assessment help us justify CX investments to leadership?

Absolutely. The assessment provides data-driven insights linking CX maturity to business outcomes. This evidence-based approach helps build a compelling business case for CX investments.

Project Details

Deliverables