CX Benchmarking + Experience Blueprint
Vendor-neutral benchmarking of journeys, operations, quality and reporting—plus a blueprint to modernize CX with TrustNow DxP.
Vendor‑neutralOn‑prem / HybridGoverned & Auditable
What we cover
Assess
- Customer journeys, routing and intent coverage
- WFM/WFO, QA/QM and call recording operations
- KPI baselines: AHT, FCR, CSAT, containment, leakage
- Agent desktop + CRM workflows and friction points
- Automation candidates for voice + digital channels
Deliverables
- CX maturity scorecard + benchmarking report
- Experience blueprint (journeys, skills, priorities)
- Automation backlog with ROI estimates
- Target-state operating model (roles, RACI)
- Phased rollout plan aligned to business units
Outcomes
- Higher CSAT + better containment
- Lower AHT and reduced repeat contacts
- Improved agent productivity and satisfaction
- Clear prioritization of investments
- Faster time-to-value with pilots
Engagement model
1) Discover
Stakeholder interviews, data collection, access checks, baseline metrics.
2) Design
Blueprints, operating model, controls, and phased implementation plan.
3) Deliver
Executive readout, backlog, success metrics, and change management plan.
Ready to move from assessment to action?
We can package this into a pilot plan mapped to TrustNow DxP and your existing CX ecosystem.
Book a demo + advisory session