Complimentary session
CX Clinic
A two-hour strategic session with a senior industry expert that assesses your customer experience or contact centre maturity, performance and alignment with global and industry benchmarks, then sets out the opportunities worth pursuing first.
What is involved
Typically completed within a week
It is designed to take very little of your team's time.
- Before the session
- A short background brief on your organisation.
- The session
- Two hours with our CX expert, exploring performance across our People, Process, Place and Technology framework.
- After the session
- A CX Performance Summary Report with global and industry benchmark comparisons and a focused set of opportunities you can act on.
What clients use it for
Clarity on where you are and where to focus
A CX Clinic gives you a structured, independent, expert-led view of the current state and future potential of your operations. Organisations use it to:
- understand where to focus, balancing quick wins against longer-term initiatives with more impact
- get insight into customer experience priorities, including Voice of the Customer maturity, engagement strategies and operational efficiency
- compare their performance with industry benchmarks and best practice
- validate their strategic direction and prioritise CX investment
- bring stakeholders behind the same priorities
It suits CX and customer operations leaders, contact centre managers, and IT and platform owners. Someone accountable for CX outcomes needs to attend, ideally a leader or executive.
After the clinic
Where it can lead
We remain available for more in-depth reviews, business cases, solution design and implementation, with proven tools and templates for rapid delivery.
The usual next step is a CX Review. We use interviews, data, documents, contracts and shadowing to understand your current services, benchmark them against standards to find the performance gaps, and prioritise the opportunities by effort and benefit. Clients typically achieve measurable improvements in customer satisfaction, employee engagement and service quality, and productivity gains of 15% or more.
See how we run a CX health check or a contact centre review.
Book a CX Clinic
Tell us about your customer operation and what you would like the clinic to look at. We will come back to you to arrange the brief and the session.