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Conducting a CX review will provide you an outline of your product customer experience obstacles. CX teams can start by mapping customer's touchpoints across channels. From there, your CX team can see what methods to apply. After a list of issues has been compiled, your CX team should sort the items according to impact and priority.
Here is one typical CX audit roadmap:
This first step is crucial to understand the company's long-term vision and direction.
Find what drives people to your brand, and see how CX teams can enhance it. Increase your brand's value and grow the target audience by creating personalized solutions.
Identify your core customers are and what they like and don't like about your company. Segmenting customers into smaller groups based on customer personas allows your CX team to provide more efficient solutions for each group.
See how your brands differ from your competitors, and vice versa.
Customer journey atlas is a compilation of all your significant customer journeys.
At this point, you should define the most critical journeys.
Analyze and define touchpoints for your most essential journeys.
Talk to your current and potential customers to empathize better. What are your customers are thinking about your brand, and how are they behaving? You can use any CX quality research method at this point.
Test several versions of solutions to your goal. Conduct in-person customer testing, online surveys, and focus groups to see how your solution will hold up against your customers. Validate the CX team's assumptions and refine your customer experience goals.
Determine which solution worked and yielded the best results. Create a roadmap that favors the best solution.
When the agency finishes with an audit, CX teams might think that the task is complete, documenting data can stop, and proceed to work as before. Your team needs to make sure to measure and improve CX continuously and must implement an appropriate system.
Your internal CX team has an understanding of bottlenecks and customer behavior. CX teams provide information, such as which methods they have tried out and so on, for the external team.
External team, i.e., consultancy, gather all of the CX team's insights and collect their own and provide a solution.
In most cases, the CX consultant is enough to solve the most critical bottlenecks that occur. CX consultant is going to be more efficient, time and money-wise.
CX agencies can also be an option, especially if the CX team is in a time crunch.
Indicators for high-quality audit are:
It can take about 1-4 months to carry out the process of audit, from the first workshop to the final winning solution.
For best results, your in-house team can work with the dedicated agency for some or all phases of the audit. The independent CX consultant professional can bring a unique view and solutions to your CX team, and your CX team has the best in-depth context knowledge.
The internal CX team can cost a lot because it is a recurring monthly investment. Independent CX consultants cost more in the short term but less in the long run if you hire one on a project basis.
External consultant agency prices start from USD 100 per hour. For average audit and results analytically, it usually costs around USD 20000.
We offer a cost-effective and high-quality audit service, so be sure to send us an email if you need any help.
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