The 360° CX Assessment is the first step in transforming the customer experience. In this phase, Thrive Consulting conducts a deep and thorough analysis from three key perspectives: the customer journey, field operations, and data management.
This comprehensive diagnosis helps identify current gaps, pinpoint areas for improvement, and establish a solid foundation for the next stages. Each assessment can be conducted independently or as part of an integrated approach.
On-Site Assessment
Objective: Evaluate real customer interactions to identify service gaps and improve operational processes.
Methodology: Based on the SERVQUALmethodology, assessing:
• Responsiveness
• Empathy
• Tangibles
• Security
• Reliability
Field Observation:
• Accompanying staff during sales and post-sales operations.
• Evaluating processes in B2B/B2C interactions.
Mystery Shopper: Simulating customer experiences through specialized consultants.
Results:
• Report with findings from exploratory research.
• SERVQUAL survey results.
• Specific recommendations to optimize operations and enhance customer experience.
Customer Journey Assessment
Objective: Analyze and design the customer journey, ensuring that all touchpoints are effective and aligned with the company’s goals.
Methodology: Collection and analysis of key information, including:
• Business registration number (RUC) and corporate objectives.
• Current customer journey (or creation if it does not exist).
• Process manuals and service protocols.
• Financial documents (balance sheet, income statement, cash flow).
• Annual report and communication catalog (if applicable).
• Benchmarking against successful companies in the same industry.
Results:
• Customer journey map created or evaluated.
• List of pain points and improvement opportunities at each stage.
• Basic assessment of the information generated at each touchpoint.
• Preliminary analysis of revenue and expenses, identifying capacity for investment in technological improvements.
Data Assessment
Objective: Measure data management maturity and its strategic use for decision-making.
Methodology: Exploratory assessment covering:
• Data governance.
• Data collection and storage methods.
• Analysis and data utilization capabilities.
Results:
• Data maturity report.
• Recommendations to optimize data usage in strategic processes.
• Comprehensive diagnosis.
When selecting the full 360° CX Assessment: The three reports are consolidated into a single document includes a strategic action plan, with:
▪ Improvement priorities.
▪ Technology investment recommendations.
▪ Strategies to close identified gaps.
Phase Value Proposition
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The 360° CX Assessment enables companies to understand where they stand today, paving the way for a clear path toward their desired goals—placing the customer at the center of their strategy.
360° CX
Assessment