Customer Experience Audit

Customer Experience Audit

SOLUTION OVERVIEW - Customer Experience Audit 2

The Customer Experience Audit

provides a

fast, independent and

actionable view

from the worlds

leading experts in Customer

Experience Science

It tests more than 150 elements

of Customer Experience from the

internal and external viewpoints.

It provides 50 CEFA* dashboard items that can be added to your business model that show:

How your overall experience is performing

• Analyses key metrics

• Provides SWOT (Strengths, Weakness, Opportunities and Threats)

• Provides actionable recommendations together with impacts

Understand where your organisation works

for your customers…

and where it doesn’t

Each exercise is delivered by Customer Experience Experts who also show you how to use the tools

*CEFA - Customer Experience Foundation Accredited.

CX is a Mission Critical issue but why is it

so hard to manage?

The challenge is that CX cuts across boundaries both internally and externally. This means there are new things to measure across all channels and departments. CX delivers new metrics that are vital because they brings together the single financial view of the customer relationship across all cost centers and channels. It is that single financial view that allows you manage cost and value of your customer relationships more effectively.  

CX is the next generation of Business Process Management and Re-engineering.  It provides the framework to manage these impacts on every department of the organisation. The difference is that CX measures Experiences & Outcomes across all departments & processes. 

What is the difference?

The difference is that all experiences and outcomes are measured as good or bad. They are cost effective and efficient or they are not. They either develop a relationship or set it back. An experience can increase Loyalty and Advocacy or not. Wether by IVR or other automation, or to an Agent in the Call Centre via Voice or Chat….the experience worked or it didn’t, creating the outcome you wanted or not. CX builds on your existing metrics to provide a new level of understanding across the enterprise. 

It provides an overview of performance of relationships and a framework to manage change - increasing your ability to understand & manage the impact of changes to strategy and Customer Behaviour. 

CX (Customer Experience)

is the

SOLUTION OVERVIEW - Customer Experience Audit 4

The Audit provides a way of reviewing your customer experience programme using a “simple to use” set of Audit Tools developed by the Customer Experience Foundation.

Each exercise is delivered by Customer Experience Experts who also show you how to use the tools.

50 separate review

dashboards

that

can be added to

your

business model

It creates and provides

...with your Customer’s

It compares your

operations

dashboards, perceptions

and

SOLUTION OVERVIEW - Customer Experience Audit 6

It maps

key experience

Factors

that impact

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Practical

Recommendations

The Audit shows the strengths

and weaknesses of your

existing Customer Experience

and provides a list of potential

priorities together with their

possible impacts.

Output

Delivered

from the Cloud

Managed

digitally

or

directly…

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Delivered by the world’s leading

Customer Experience Practitioners

Our Partnership with the

Customer Experience Foundation

means that we provide the

“best

in breed”

practice in Customer

Experience.

• The Customer Experience Foundation was the first Customer Experience Organisation in the world pioneering the Science of Customer Experience • One of the most respected Customer

Experience and Contact Strategy consulting businesses in the world • A Centre of Excellence for the design

of Customer Experience

• The creators of the best practice in customer experience in the world

– Customer Journey Mapping – Omni Channel Design – Voice of the Customer – Customer Personas – Use of verbatim

– Customer Experience Audit – Customer Experience Designs – Language & Emotion

60 Banks

(including 17 /25 Largest Banks) 9/25 Largest Retailers

10/10 Largest Telco & Mobile

Operators

4/ 20 Largest organisations 3/10 Largest Logistics 3/5 Largest Insurers

4 Governments (Including UK)

Customer Experience

Service

High Level Audit to establish view situation

Other Customer Experience Services

Detailed Customer Experience Mapping

Mapping the relationships between People Processes & Technology, to the Customer Experience Outcomes, Business Goals and market conditions to build a complete picture of the Customer Experience and identifying the CX SWOT within an organization and their marketplace. Detailed mapping also compares competitors and consumer trends to underpin the Customer Experience Strategy.

Establish an appropriate Customer Experience

Design Project in Place

A full range of Experience Design services provides

global expertise covering every element of experience delivery from the technology to behavior.

Customer Experience Dashboards

A full range of Strategy services from Review through to Development Workshops and Execution as required.

Customer Experience Model

A CX Target Operating Model is at the heart of the management of Strategy and Delivery of Customer Experience. We provide a complete modelling service from Lab and Theoretical models to full working models.

Customer Experience Strategy

SOLUTION OVERVIEW - Customer Experience AuditDeveloped in partnership with Customer Experience Foundation

we can help with your Customer Experience Audit.