The key activity attributes were determined by our research into the key CX capabilities required to deliver a world-class customer experience. These, in turn, were coupled with insight gathered from hundreds of conversations with CX leaders and executives. We also worked closely with our professional network of consultants, and drew on our practical, hands-on field experience, to shape the framework and the specific assessment questions.

The customised reporting, resulting from the Capability Assessment, helps clients to identify and prioritise performance gaps. In addition, within the action-planning stage of the programme, our best-practice recommendations will provide a range of starting-point solutions that will help clients to rapidly advance improvement efforts. Alternatively, we can run an additional stakeholder workshop to envision further options.

Yes, absolutely. Through this assessment programme, predominantly UK organisations, of all types and sizes, provide information about their CX operations, technology, performance and strategy. All data are entirely confidential, and will be reported only in an aggregate. No participant will be identified as having taken part in the research.

Although, in principle, the assessment can be completed by just one person, a larger number of participants (say, a minimum of five) will ensure that the survey provides a more comprehensive assessment of the CX function. It is also far more beneficial if the participants represent functions from across the organisation, as well as from positions from the bottom to the top of the hierarchy. Larger numbers of participants will, naturally, provide a more representative sample – however, the degree to which we can effectively analyse the data is limited by the number of participants and the completeness of their questionnaires.

We will provide all the behind-the-scenes support that we can to minimise everyone’s time-investment – the online assessment can take 40+ minutes to complete and the one-to-one interview can take up to an hour.

Clients typically allow two to three weeks to gather the survey responses from across the organisation, plus another two to three weeks to perform the interviews.

Always bear in mind that the output is a function of the input.

Once the surveys and the interviews are complete, we will spend approximately two to three weeks analysing the data to highlight the principal areas of opportunity and misalignment within your organisation. We will then email you a customised report of findings, which will include data views based on performance, importance, and opportunity by practice. In addition, we will run review and presentation sessions to deliver key findings and recommendations, as applicable, once the analysis is complete.