Organizational Alignment
Organizational alignment can help create a seamless customer experience. Are your contact center managers and staff aligned on CX strategy and how to implement it?
Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).
People
A successful CX strategy takes everyone’s needs into consideration. Do you have a methodology in place to ensure you’re meeting the needs of both your customers and staff?
Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).
Process
Implementing CX across all customer touchpoints is a company-wide effort. Are you clearly communicating roles and expectations across your team?
Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).
Metrics
To prove CX success, you need to be able to measure it. Are you collecting the data you need to understand how your CX strategy performing?
Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).
Technology
Technology can help optimize the customer experience by creating efficiencies, collecting and reporting on data, and integrating information and tools across your company for seamless customer interactions. Are you leveraging technology to take your CX to the next level?
Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).
