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Customer Experience Diagnostic Guide

Customer Experience Diagnostic Guide

The Umbrex Customer Experience Diagnostic Guide is a comprehensive guide for conducting a diagnostic of a company’s customer experience operations.

The 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

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Customer Experience Diagnostic Guide

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