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.

Rapid Diagnostic

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.

Deliverables

• 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)

STRATEGY AREA
CONTENT TYPE
INDUSTRY
Channel Partner Scorecard
November 13 2019
Channel Partner Scorecard
VIEW
Conversational Commerce Guide
October 29 2019
Conversational Commerce Guide
VIEW
Sales Kickoff is Dead - How Market Leaders Use Acceleration Summits
October 14 2019
Sales Kickoff is Dead - How Market Leaders Use Acceleration Summits
VIEW
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Sales Strategy
The Impact of a Third-Party Perspective on Customer Experience
As CEOs and CMOs continue to invest in customer experience programs, many are starting to build internal teams responsible for measuring and improving CX.   Brad Christian, Chief Customer Officer of Market Force, challenges this approach.   In this interview segment, Brad unpacks why...
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Marketing Strategy
How Top B2B Marketing Leaders Deliver the ‘Amazon Effect’ Through Customer Experience
Enhancing the Customer Experience (CX) has long been a strategic objective of B2C companies.  Most of us have experienced firsthand how companies like Amazon and Apple have created sustainable competitive advantages.  They create this differentiation not only with great products...
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Customer Experience Strategy
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Marketing Strategy
How the “Digital First” Failure Has Driven a Revenue-Generating Customer Experience
What Is Digital First?   Digital first is a marketing concept created to reach consumers on digital platforms. The intent of digital first was to optimize content through digital channels. It was a response to the demand to reach consumers on the...
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