Assess the current adoption of customer experience, quantify the link of customer experience to business value, benchmark satisfaction performance by customer journey, prioritize customer journeys for redesign, and develop a roadmap for CX transformation.

Companies looking to improve their customer experience often lack a systematic way to assess their current capabilities, prioritize what matters most to customers, or quantify the potential financial value of customer experience improvements.

Experience Diagnostics uses proprietary research and analytics to provide the critical insights needed to create a comprehensive transformation road map that maximizes financial impact.

10–15%

revenue growth

25%

reduction in churn

20%

uplift in customer conversion

EXPERIENCE DIAGNOSTICS SOLUTIONS

Maturity Assessment. Benchmark your organization against comparable companies across the six different hallmarks of customer experience leaders.

Journey Pulse. Quantify the importance and performance of each customer journey and review the results in an interactive dashboard.

Journey Benchmark. Benchmark the performance of your customer journeys and sub-journeys against direct competitors.

Impact Calculator. Quantify the expected financial impact of a customer experience transformation across value pools such as customer retention, customer acquisition, and cross-sell or upsell.

OTHER AREAS CUSTOMER EXPERIENCE SOLUTIONS CAN HELP

Experience DNA

A data and analytics platform to maximize the value of customer experience management and design.

Experience Essentials

Build the capability of your people to understand the importance—and drivers—of best-in-class customer experience and teach them the tools to design, scale, support, and maintain your CX improvements.

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