Diagnostic
CX Health Check Australia
A practical read on where customers hit avoidable effort and staff fight process - then which fixes will pay back fastest.
What it is
What a CX health check helps you improve
Journey friction
Customer journey friction and avoidable effort, wherever they show up across your channels.
Contact centre demand and quality
Contact centre demand, resolution and quality issues that add cost and frustrate customers.
Digital service gaps
Digital service gaps and the channel switching that follows when self-service does not work.
Employee pain points
Employee pain points that affect customer outcomes, not just staff satisfaction.
Priority improvements
Priority improvements with likely benefits and dependencies, so you know what to fix first.
How we do it
One team across CX, contact centre, analytics and communication
The health check is run by practitioners who have led service teams themselves. The output is a short report: the priority opportunities, the benefit each is likely to return, what depends on what, and the fastest credible path to improvement.
For broader context, see our CX transformation consulting approach, which sets the health check inside a wider transformation programme when one is needed.
Three depths of review
Choose how deep the review goes
A CX Review uses your business vision, objectives and brand to review the performance of your people, process, place and technology against global and industry benchmarks. We tailor the scope with you before it starts.
Simple review
Three days of high-level interviews and data review, with a short report and recommendations.
Standard review
Everything in the simple review, plus a detailed review of people, process, place and technology. It draws on data, interviews and side-by-side observation, identifies risks, issues and opportunities, benchmarks your performance, and ends with a report and roadmap.
Optimised review
A standard review with deeper analysis where you need it, such as a market scan, automation heatmap, technology stack review, service blueprint, business cases or platform choices.
What to expect
Little effort from your team, whichever depth you choose
We analyse 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. We bring the tools for data collection and assessment, so little is asked of your people during the review.
Deliverables include a report on performance against benchmarks, prioritised initiatives with measurable benefits, a proposed roadmap and the risks, ready for implementation. Clients typically achieve measurable improvements in customer satisfaction, employee engagement and service quality, and productivity gains of 15% or more.
Not sure where to start? The free CX Clinic is a two-hour session with a senior CX expert. If the question is mainly about your platforms, see the CX Platform Review.
Questions
What people ask before booking
- What is a CX health check?
- A focused review of customer journeys, service performance, channels, processes and pain points to identify practical improvement priorities.
- How long does it take?
- Many health checks can begin with a short diagnostic sprint, then expand if deeper data, journey or operating model work is needed.
- What do we get from the review?
- Typical outputs include priority opportunities, evidence, recommended actions, quick wins, risks, dependencies and a practical transformation roadmap.
Book a CX health check
Tell us about your service operation and where the pressure is showing up. We will come back to you to scope the review.