1. Vision & Strategy
Is CX your pretty garnish, or the main course?
*
We have no CX strategy
We know it matters, but it isn’t formalised
There’s a documented strategy
CX is baked into business strategy
CX is the central engine of our corporate strategy
Atrás
Seguir
2. Governance
Who’s actually at the wheel of CX?
*
No one in particular
A lone ranger, no real backing
A small CX team
A cross-functional CX council that truly runs
Organisation-wide accountability for CX outcomes
Atrás
Seguir
3. Data & Measurement
When it comes to CX metrics. Dabbling or deadly serious?
*
We don’t measure
Occasional CSAT/basic NPS
Touchpoint metrics with driver analysis
Dashboards tied to business KPIs
Predictive models and advanced segmentation that anticipate behaviour
Atrás
Seguir
4. Processes
How deeply is CX wired into “how we do things”?
*
We just react to complaints
Basic support processes exist.
Journey mapped with tactical fixes
End-to-end processes designed with CX intent
Continuous improvement with real-time feedback loops
Atrás
Seguir
5. Culture & People
Is CX a pose, or your personality?
*
Not a priority
Some teams are sensitised
Initial training in place
CX in everyone’s onboarding and performance
A truly customer-obsessed culture, full stop
Atrás
Seguir
6. Innovation & Co-creation
Do customers inspire, validate, or co-design with you?
*
They don’t
Occasional testing
Pilots with customers
Co-creation of products/services with customers
Continuous innovation driven by real-time insights
Get Your Results
Email
ejemplo@ejemplo.com
Score
Enviar
Should be Empty: