CX Value Chain Assessment

Assesses your omnichannel customer experience to identify gaps & deliver a more predictive, proactive, personal & profitable experience

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CX Value Chain Assessment Framework

GlobalLogic’s CX Value Chain Assessment is designed to help clients take a customer-centric and pragmatic approach to understanding their organization’s ability to effectively sense (predict) and respond (proactive, personalized) to their omni-customers with branded goods, services, and product experiences. It can also help our clients master the below three key Omni-CX competencies that, in our experience, are critical for organizations to separate themselves from the competition.

Customers

Brand purpose & strategy

Market & customers

Business objectives & key programs

Customer targeting & segmentation

Desired experiential & commercial outcomes

Omnichannel Journey Experience

Access & registration

Channels & touchpoints

Contact routing

Frontline experience (agent & supervisor)

Optimize & Iterate

Overall data & analytics, Agile, innovation, and iterative service delivery capabilities

Operating model & practices to continuously optimize, ideate & co-create experiences with customers

How It Works

Delivering a great customer experience starts with your company's CX value chain. Uncover what's holding you back and start engaging with you customers on their terms.

Week 1: Access the “Current State”

  • Capture desired strategy & CX vision
  • Assess operating model performance across People, Processes & Technology Domains

Week 2: Co-Envision the “Desired State”

  • Define & validate the ideal end-state
  • Based on business strategies & objectives, CX best practices, digital expertise & relevant game-changing innovations

Week 3: Analyze GPAs & Synthesize Findings

  • Identify current gaps, validate understanding & underlying causes
  • Deliver recommendations & maps for top 3 customer journeys to be addressed

Why GlobalLogic

GlobalLogic leverages its cross-discipline expertise to baseline your ‘as is’ position from a business, CX, and technical perspective, then produces a pragmatic step-by-step digital transformation roadmap, Agile operating model practices, tactical and strategic recommendations that enables you to effectively service your omni-customers.

Although we adapt and customize our consulting assessments per client, GlobalLogic’s business consulting team will usually consist of an experienced business consultant who has 20+ years of experience in customer service, contact center, CX industry; a seasoned project manager; and a well-respected and certified AWS Connect expert. The combination of resources enables GlobalLogic to deliver recommendations to you that are not only desirable but feasible and viable.

Work Examples

Digital Banking Payment Hub

AIOps Data & Monitoring Solution

South East Water

Remote Outbound Contact Center

Target Professional Services

Assessment & remediation of AWS Cloud Estate

Major Banking & Insurance Group

Cloud Migration of Financial Services Database

Choreograph

Media Advertising & Marketing Solutions

Meet Our Experts