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CX Healthcheck

Think of a Customer Experience health check just like your own medical or annual car safety check. It quickly helps you to build a picture of the health and effectiveness of the current Customer Support organisation and if you are maximising the value out of your current support processes and tools. 

 

Our proprietary PulseCheck model has been built through our teams real-world experience of managing global customer support organisations and delivers insights into where there are opportunities to make changes or improvements that will positively impact your customers and your business.

Options to suit your needs and budget

Essential

Essential

Our introductory but fully-functioning health check

In this health check we will:

  1. Apply our PulseCheck analysis to your existing support setup, covering over 300 different aspects

  2. Comprehensive PulseCheck report covering the as-is status plus recommendations for potential short to medium term actions you may wish to consider

  3. Presentation of the results and recommended actions via online meeting (up to 2hrs to include Q&A)

  4. Follow up meeting after 2 to 3 months to see how you are getting on

  5. Priority access to all new articles and whitepapers

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Enhaned

Enhanced

Adding to the essentials plan with additional checkpoints

Everything in the Essential plan plus:

1. Additional presentation prepared with your input and covering more strategic aspects for presentation to senior management

2. High level project plan prepared in collaboration with you based on the PulseCheck analysis to help you prioritise and structure how the actions could be implemented

3. Presentation of the two reports created to help onboard staff and senior management to the recommended action plan

4. 3 follow-up meetings (monthly recommended) to help track progress and answer any questions that have come up as the action plan has been implemented

5. Introduction to the Customer Journey Mapping process so that you can start to dive into the customer experience in more detail (delivered remotely with supporting materials supplied)

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In Depth

In Depth

Comprehensive health check, tailored to your needs

Everything in the Enhanced plan, plus:

  1. 6 months of regular coaching and mentoring on all aspects covered in the report

  2. Programme/project management support to help with the implementation of the action plan identified

  3. In depth introduction to Customer Journey Mapping and support to map the first customer journey​​

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