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CX Assessments / Diagnostics

Know where your firm is in terms of CX/EX maturity and readiness

Capture important signals from targeted individuals about key experience factors that can improve everyone's lives.

Assessments set your CX baseline. They tell us where things are today from the perspectives of a broad range of stakeholders—which also tells us where you most likely need to go. These perspectives are really important.  

Their primary function is to illustrate the organization's CX Maturity, revealing where training can have the most impact and where value can be captured in your CX approach. They can reveal where your people feel there are priority issues to address and identify gaps between how different stakeholders feel about your products and services, processes, people, culture, relationships and other key issues.

Importantly, assessments guide the next steps by revealing where concrete actions can have the greatest impact.   

The bottom line is that they help us understand stakeholder needs and expectations, and how well your organization and employees are equipped to meet them.

CX Pilots research assessments are a multidimensional measurement of your firm’s customer experience maturity. Our research methodology helps you gain insight and better understand the current state of your client & employee experience. We have found a way to take assessments to a new level—developing a more meaningful way to measure your firm’s CX readiness and maturity. If you’re frustrated by customer experience research that ends with a recommendation for an expensive CX platform, you’ll appreciate ours. We’re only interested in revealing true obstacles and blind spots so you know where to prioritize your investment in CX—that’s it.

Example assessment results: revealing top blind spots

Our approach is to assess the perceived value of experiences of clients and employees, any gaps, and then provide analysis that directly informs our next phases: training, value identification, developing the client’s personas and journey map, and to align with stakeholders' needs, wants and expectations. 

CX Pilots CX Maturity Assessment process diagram

Do you want to…

  • Know where your firm is today on the competitive CX/EX index
  • Know how your employees really feel about your approach to CX
  • Know how your clients really feel about how you meet their expectations
  • Predict next month’s employee engagement levels
  • Know which relationships and accounts are showing signs of weakness and which clients are about to churn
  • Have a scorecard to understand every client relationship 

Leverage deeper understanding of your clients, employees and leadership with CX Pilots research and assessments. 

Example internal assessment question

The assessment outcomes should be culture-aware and shed light on how well the firm is geared to compete on the basis of CX.

Example CX Pilots Assessment results

Example CX Pilots CX Maturity Assessment results

Example revealed themes from CX Maturity Assessment

Example CX Maturity Assessment outcome report data