CX Baseline
CX Baseline
Whether it is transforming a current service or defining new experiences, through our CX Baseline service we make comprehensive assessments, across your organisation, to find the information you need to create the ideal customer experience.
Customer journey
Customer feedback
Strategy & Performance
Digital & Technology
Capabilities & Culture
A clear picture of your customer experience (CX) is essential to becoming a market leader in any industry. A holistic approach to CX will help you avoid common pitfalls which leave customers disconnected and frustrated.
What you get with CX Baseline
We provide you with a strategic overview of how customers interact with your organisation across all touch points. Our insights are gathered through a collaborative approach, and our outcomes bring clarity in key CX drivers.
Clear baseline and focus
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Check how current customer experience is performing.
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Identify key strengths, gaps, opportunities and measures of success.
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Define a shared understanding of what 'good' looks like.
Strategic alignment
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CX Goals aligned with business strategy.
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Clarity for leaders on where to invest next for customer experience impact.
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A roadmap of actions and next steps aligned to business goals.
Systems and culture
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Visibility of siloed data, tools and processes.
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Foundations for scalable, customer centric delivery.
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Stakeholder ownership and alignment on customer experience
Whats included in CX Baseline?
Our 6 week CX Baseline process includes:
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Stakeholder interviews and workshops
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Blueprint of the current customer experience
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Prioritised backlog for areas of opportunity
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Landscape research and analysis
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Next steps playbook
Who is it for?
Heads of Customer Experience, Service and Product or teams and organisations looking for:
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Quick and high quality upgrades on service or product development.
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Products and services that work for your customers and your organisation.
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A strong reason to invest in customer centric approaches.
Whats included in CX Baseline?
Our 6 week CX Baseline process includes:
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Stakeholder interviews and workshops
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Current state blueprint
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Prioritised backlog of opportunity areas
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Landscape research and analysis
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Next steps playbook
Who is it for?
Heads of Customer Experience, Service and Product or teams and organisations experiencing:
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High levels of rework on service or product development
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Slow delivery of fixes
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Accessibility gaps in products and services
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Difficulty proving the value of customer centric approaches
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