PHASE 4: CX CAPABILITIES ASSESSMENT
Understand if your company has both the capacity and capability required to deliver and maintain the ideal experience for your customers.
Knowing the quality of your talent and ecosystem will enable you to identify the strengths and weaknesses in your customer experience design. This provides guidance on how to resolve the weaknesses and reinforce the strengths to achieve the vision and strategy of your CX design.
1. You have defined capabilities & skill sets that are designed to optimize the customer experience.
2. All your talent profiles include CX capabilities and required skills.
3. Your hiring process includes testing for and identifying customer-centric mindset and skills.
4. You have conducted a comprehensive assessment of your physical facilities to understand how they affect (both positively and negatively) the customer experience.
5. You have conducted a comprehensive assessment of your virtual facilities to understand how they affect (both positively and negatively) the customer experience.
6. Your reporting capabilities have been assessed and understood.
7. You have inventoried all currently defined and actively tracked Key Performance Indicators (KPIs).
8. You know which current KPIs are related to tracking the effectiveness of your customer experience.
9. You have conducted an experience audit of each customer touchpoint before you start a CX redesign.
10. You have conducted an experience audit of each customer touchpoint after your CX redesign has been implemented.
• Talent Assessments (Based on CX Capabilities Standards)
• CX Ecosystem Assessment
o Physical Facilities (i.e. Real Estate, Vehicles, Tangible Assets)
o Virtual Facilities (i.e. ERP, CRM, Website, App, etc.)
• Inventory of Key Performance Indicators (KPI)
• Reporting Capabilities Assessment
• Recorded Experience Audit (includes a comparison of before and after CX changes have been made)