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CX Capability Assessment

Where are you in the CX journey?

Take our CX Capability Assessment to see where you are on your CX journey now, and how far you need to take it, in the future.

It’s free and takes less than 10 minutes to complete!

We’ll email your results, plus some practical advice, within 24 hours. Get your team to complete the assessment to measure capability across your business; we can tailor the report for multiple participants.

Take the CX Capability Assessment below…

CX Capability Assessment

    1 Your Details
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    Please tell us some details about you so we can send you your results. We'll send your personalised CX report directly to you within 24 hours.
    What type of role do you hold within the organisation*

    2 Vision.
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    Where would you say your business is at?

    Organisations that excel in this discipline...

    Strategy*

    We have an organisation-wide CX strategy, linked to our business plan, that seeks to enhance the overall experience of our customers throughout their journey with us.

    • No focus
    • Becoming established
    • Part of our DNA
    Brand*

    Our customers have tangible and memorable interactions that represent our organisation's values, identity, and personality. We achieve this with a set of principles that we use to build experiences that bring our brand to life.

    • No focus
    • Becoming established
    • Part of our DNA
    Roadmap*

    CX is integrated within our overall business planning and reporting. CX is not treated as a separate activity and our roadmap of activities is customer-centric.

    • No focus
    • Becoming established
    • Part of our DNA
    Leadership*

    Our leaders guide our people to have a customer-centric focus in all development initiatives and operational activities.

    • No focus
    • Becoming established
    • Part of our DNA

    3 Design.
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    Where would you say your business is at?

    Organisations that excel in this discipline...

    Value Management*

    We understand what our customers need, expect and value, and use this knowledge to realise their potential value to us.

    • No focus
    • Becoming established
    • Part of our DNA
    Design*

    We consistently use a customer-centred change approach that puts the customer at the heart of the process. It ensures that we address both the customer’s functional and emotional needs.

    • No focus
    • Becoming established
    • Part of our DNA
    Journey Map*

    We use customer journey maps across the organisation to visually describe the journey our customers take with us. We use these to manage and improve the experience of our customers.

    • No focus
    • Becoming established
    • Part of our DNA
    Digital*

    Our digital and non-digital channels create a seamless omni-channel customer experience. We achieve this by designing digital products and services as an integrated part of our offering.

    • No focus
    • Becoming established
    • Part of our DNA
    Governance*

    We have a CX decision making approach that is integrated within the organisation’s process. This includes the allocation of resources (people, budget) to deliver our CX strategy.

    • No focus
    • Becoming established
    • Part of our DNA
    Operational Alignment*

    The experience we want to deliver our customers is aligned with all of our operational activities and functions.

    • No focus
    • Becoming established
    • Part of our DNA
    Tools & Technology*

    Our tools & technology actively support our customer experience. They are selected and managed to ensure we focus more on the customer and less on the technology.

    • No focus
    • Becoming established
    • Part of our DNA

    4 Culture.
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    Where would you say your business is at?

    Organisations that excel in this discipline...

    Behaviours & Mindset*

    We support our people to have a customer-centric mindset and we have defined behaviours that help them deliver our intended experience.

    • No focus
    • Becoming established
    • Part of our DNA
    Competency Development*

    We have a competency development framework in place that includes specific CX capability that helps our people carry out their roles.

    • No focus
    • Becoming established
    • Part of our DNA
    Reward & Recognition*

    We have an approach to motivate, recognise and reward customer-centric behaviours across the organisation.

    • No focus
    • Becoming established
    • Part of our DNA
    Employee Engagement*

    We track how engaged and connected our colleagues are to each other, and the organisation, in supporting our customer experience ambition and corporate vision.

    • No focus
    • Becoming established
    • Part of our DNA
    Employee Communications*

    Our internal communications include customer stories so that everyone in the organisation understands how we bring our CX strategy to life. We have a structured communication plan that directs this activity.

    • No focus
    • Becoming established
    • Part of our DNA

    5 Learning.
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    Where would you say your business is at?

    Organisations that excel in this discipline...

    Metrics*

    We measure the quality and consistency of the customer experience we deliver on a regular basis that is defined through a relevant set of measures.

    • No focus
    • Becoming established
    • Part of our DNA
    Benchmarking*

    We benchmark ourselves against others and use this knowledge to improve how we deliver experiences to our customers.

    • No focus
    • Becoming established
    • Part of our DNA
    Insight*

    We understand our customers’ buying behaviour and their emotional and functional needs from us. We share these insights across the organisation.

    • No focus
    • Becoming established
    • Part of our DNA
    Listening*

    We actively listen to our customers by gathering information from and about them, through multiple channels, to understand their experience and perceptions of us.

    • No focus
    • Becoming established
    • Part of our DNA
    Change & Innovation*

    We have a customer-centric change process in place that encourages ideas that are impactful for our customers and delivers value to our business.

    • No focus
    • Becoming established
    • Part of our DNA

    6 Final Step
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    Please let us know how we should contact you.*
    In order to submit the form, you have to agree to TribeCX emailing you the report.

    7 All Done!
    You’re all done. Thanks for taking the assessment.

    We will analyse your answers and email your report to you within the hour.

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