An objective assessment of your customers’ current experiences, their expectations, and overall satisfaction levels with your company and its employees, products, services, and brands.
An audit of your 1st party customer data, in-house customer knowledge, and 3rd party data. Identifies new customer personas/segments using insights into customer needs, behaviors and more.
An evaluation of how your customer experiences and related touchpoints, content, and processes stack up to those of key competitors, industry/category benchmarks, and overall CX best practices.
An analysis of your existing customer messaging, customer content, marketing technology, and service capabilities. Includes an assessment of CX related operational processes and practices.