Discovery to first response
Review information clarity, enquiry routes, response quality and expectations set before a customer commits.
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THE CXM AUDIT
Find the friction. Know what to fix first.
A customer experience audit connects what your organization promises with what customers actually encounter. CXM examines the agreed journey across digital, human and operational touchpoints, then turns the evidence into a practical improvement agenda.
WHEN THIS WORK IS USEFUL
A focused engagement starts with a specific problem your team needs to understand.
THE REVIEW SCOPE
Review information clarity, enquiry routes, response quality and expectations set before a customer commits.
Examine forms, sales handoffs, confirmations and the steps that help customers get started.
Look at how commitments translate into delivery, how issues are handled and how customers find a clear next step.
Compare the selected website, telephone, email and location touchpoints. Define the sample and evidence limits before fieldwork.
FROM EVIDENCE TO A DECISION
The proposal confirms which outputs are included and how much depth your engagement needs.
DEFINE YOUR SCOPEA structured account of observed friction, affected journey stages and supporting examples, with the limits of the review made explicit.
An improvement backlog that distinguishes urgent service failures, practical changes and questions needing further research.
A discussion of ownership, dependencies and suitable next steps so teams can turn findings into an agreed response.
HOW THE WORK COMES TOGETHER
Agree customers, journeys, channels, locations and available evidence.
Review the selected touchpoints against agreed criteria and capture observations consistently.
Identify recurring patterns and distinguish symptoms from possible underlying causes.
Discuss the findings with your team and define a practical improvement sequence.
BEFORE WE BEGIN
Bring your priorities and constraints. The first conversation helps define the right scope.
The coverage is agreed in the proposal. A focused journey or representative location sample can be more useful than a shallow review of everything. Findings identify what was reviewed and what remains outside the scope.
An audit is a scoped service review. A numerical assessment is a separate decision that requires an agreed methodology, suitable evidence and clear limitations. Requesting an audit does not automatically produce a score or ranking.
The number of journeys, locations and channels, access to evidence and depth of research affect the engagement. CXM confirms scope, deliverables, timing and fees in a proposal after an initial conversation.
START WITH YOUR PRIORITY
Tell us about your organization, the journey involved and the decision you want to make.