A comprehensive guide for conducting a diagnostic of a company's customer experience operations
Written by a McKinsey alum, the Umbrex Customer Experience Diagnostic Guide includes:
- Data Requests: Information to gather before starting the diagnostic
- Diagnostic Checklists: Six checklists to make sure you cover everything
- Interview Guides: Questions to ask the CEO, CMO, CCO, CTO, CFO and Human Resources Director
- Scorecards: Scorecards for rating 27 aspects of Customer Experience
The Customer Experience Diagnostic Guide includes:
Introduction
Section 1: Data Request
Section 2: Diagnostic Checklists
- CX Strategy
- Customer Insights & Action
- Service Design & Delivery
- Technology
- Employee Engagement
- Continuous Improvement
Section 3: Interview Guides
- Chief Executive Officer (CEO)
- Chief Marketing Officer (CMO) or Head of Marketing
- Chief Customer Officer (CCO) or Head of Customer Service
- Chief Technology Officer (CTO) or Head of IT
- Chief Financial Officer (CFO) or Financial Director
- Human Resources Director
Section 4: Scorecards
- CX STRATEGY:
- Customer Experience Aspiration
- Brand Promise Alignment
- Business Process Integration
- Company Culture
- Stakeholder Management
- CUSTOMER INSIGHTS AND ACTION:
- Customer Demographics
- Voice of the Customer
- Converting Customer Insights into Action
- Journey Mapping
- SERVICE DESIGN AND DELIVERY:
- Design and Implementation Internal Process
- Design and Implementation External Process
- Managing Customer Expectations
- Customer Service
- Customer Journey Iteration
- TECHNOLOGY:
- Data Analytics
- Methodology
- Personalization
- Digital Experience Platforms and Systems
- EMPLOYEE ENGAGEMENT:
- Talent Management
- Training and Development
- Internal Communication
- Front Line Empowerment
- Front Line Customer Insights
- Employee Experience
- CONTINUOUS IMPROVEMENT:
- Reporting for Action
- Delivering Tangible Business Results
- Benchmarking
Request the Customer Experience Diagnostic Guide
Bundle of 10 Diagnostic Guides
We also offer a bundled set of 10 diagnostic guides for analyzing different facets of an organization. Click here for the bundle.
