WHAT WE DO

The Experience Assessment is an inventory and audit of specific touchpoints to assess delivery of your desired experience. To deliver your desired experience, your  policies, procedures, employees, and partners must be capable of meeting your experience principles and behaviors.

An easy-to-use employee handbook serves as the link between the organization’s brand purpose, CX vision, and the employee  mindset and behaviors required to deliver the desired experience. The guide defines and contextualizes the organization’s “North Star” and serves as a reference to help inspire customer-centricity.

The most effective way to drive change is to engage stakeholders. EX/CX Strategic Edge offers a variety of co-creation workshops, designed to engage participants allowing them to collaborate and share their ideas to develop meaningful and impactful outcomes.

Education programs instill a commitment to delivering a future-state experience by enabling employees to better understand and relate to an organization's experience vision, thereby enhancing productivity and performance.

The assessment provides a holistic evaluation of current-state voice of customer programs and provides recommendations for an optimized future-state program. 

Governance Frameworks provide the mechanism for prioritizing and managing an organization’s CX strategy by identifying who is responsible for what, and defining how decisions are made. 

Measurement Frameworks identify key measures that are actionable and drive accountability for improvements to the customer experience and ultimately business outcomes.

The assessment is an integrated approach that evaluates employees' relationships with the organization, and the organization's readiness to execute strategies and deliver their brand promise and experience principles.