For businesses to succeed today, they have to be attuned to their customers. Key business objectives need to be shaped by customers’ own goals and desires. But when it comes to making strategic decisions through the lens of customer experience, a CX assessment is a useful exercise.
A CX assessment is a thorough, detailed analysis of the customer experience. It looks at both the qualitative elements — how a customer feels when interacting with a business through its various channels — and the quantitative ones — KPIs like customer satisfaction score, Net Promoter Score, and customer lifetime value.
A CX assessment is a valuable tool for businesses determining which technologies to adopt and which strategies to prioritize. It identifies areas where a business’s approach to customer experience needs to change and suggests how to make those changes.
There are a few key things to do when starting a CX assessment.
USAN has helped a number of businesses conduct CX assessments. We start by performing a needs assessment, which gives a picture of how customers currently interact with the company and how they might prefer to interact instead. This gives the company an idea of what CX technologies to implement in order to achieve their goals and strengthen their CX overall.
We can then create a tech roadmap based on the assessment. From here, CX initiatives are planned and ideated, offering direction on the business case, proof of concept, and ROI metrics.
Ultimately, USAN has the expertise and experience to help businesses evaluate and define their business objectives and then achieve them.
If your business is building or rebuilding its customer experience strategy, conducting a CX assessment is a great place to start. To get started and learn more about USAN’s cloud contact center solutions, reach out to USAN today.
Download our whitepaper on CX Assessments and Cloud Migrations.
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