Assessment


We conduct assessments of your current customer experiences by leveraging our Experience Insight framework.  It allows us to quickly identify key customer experiences, examine their health, and identify opportunities for improvement. Our framework combines quantitative and qualitative methodology, delivering comprehensive analysis of your situation:

• Definition of key customer journeys and moments-of-truth that truly define your customer’s experience
• Gaps in customer survey and experience monitoring
• Assessment of promised experience vs. actual experience
• Insight into the management/employee interactions, business processes, and supporting technology that are holding back your customer experiences