PEN CX is regularly asked to develop an independent opinion of an organisation’s capability to manage their customer experience. Clients tell us, by undertaking an assessment, that they develop alignment around areas of strength and areas which need attention.
The resulting output is a detailed report with a degree of benchmarking against other organisations we have worked with, and our recommendations allow organisations to move in the right direction, doing the right things to build a firm foundation and embed sustainable capabilities quickly.
PEN CX’s approach integrated key functions in a sensitive way and led to deep and helpful insight. The recommendations were well structured and helped us to develop our CX strategy for the future.Philipp MaerzCOO, Allergopharma
There are typically four stages to our assessment
We initially hold a kick-off meeting with project sponsors in which we outline the work and agree a project plan with timelines. We also read through key internal documents (e.g. strategic plans, reviewing KPIs / scorecards, market research, operating model, org charts, job descriptions). This provides us with a solid foundation of knowledge which we build upon through the next phase of work.
We quickly develop a deep understanding of how the business works, the culture and how it feels to work there. We do this by interviewing internal stakeholders responsible for delivering the customer experience, along with observing a selection of key internal meetings (e.g. board/business/brand review, management forums). We also observe customer interactions at various key touchpoints and may draw upon existing customer insight if available.
Report and recommendations
In the report we provide a breakdown of each criteria within our framework, along with bespoke recommendations to improve the experience. We provide advice based on what we have seen succeed in similar situations. We focus on practical actions which we know can be implemented and will deliver quick wins as well as longer term changes. We develop a concise communication pack which can be used to engage colleagues across the business.
Presentation and workshop
We present the results and recommendations with the leadership team so they have an opportunity to digest and comment before sharing the results more broadly across the organisation. If required, we can also hold 1-2-1 sessions with key stakeholders in advance. We strongly recommend running a workshop to determine responsibility and accountability for next steps so that these can be communicated to teams at the same time.