How Mature is

Your Digital CX Strategy?

The way you communicate with customers online can make or break your brand. Take the assessment to find out how your digital customer experience stacks up.
Take the Assessment
Conversational CX

How many different ways can customers connect with you today?

01/06

Just one
Between 2-5
Between 5-7
 More than 7 
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Conversational CX

How do most customers first reach out for service or support?

02/06

Email or contact form
Phone calls
Ticketing system
 Chat or social media messaging
 
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Digital Readiness

Which self-service options do you provide to customers?

(Select all that apply)

03/06

None. We spend a lot of time resolving the same types of issues.
We have an FAQ page on our website.
We’ve got a help center or knowledge base.
 We use chatbots and/or advanced workflow automation to triage customer issues.
 
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Digital Readiness

How would your customers rate their mobile customer support experience?

04/06

Poorly. Customers have a hard time getting in touch.
Mediocre. We can’t solve every issue on mobile.
Satisfactory. We offer chat support in-app and/or respond on social platforms.
 Excellent. Customers experience a seamless journey across SMS, chat, social, and more.
 
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Operational Efficiency

How do you handle conversations with the same customer across different channels and devices?

05/06

We treat every conversation as a new ticket or case.
We have a few channels linked, but not all.
We have most of our channels connected.
 All conversations across channels flow neatly into unified customer profiles.
 
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Operational Efficiency

What does your customer service escalation process look like?

06/06

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Get a free digital CX consultation

Navigating the vast landscape of digital CX technology is no easy feat. Let us guide you. Request a consultation with one of our CX tech experts and we’ll help you identify the right projects to start with.
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