Discover the CX Performance Programme That Transforms Customer Experience
Are your customer experience (CX) improvement efforts based on real-world data or just educated guesses?
If you’re looking to improve customer satisfaction, loyalty, and business outcomes, it’s time to explore ‘Discover’, our latest CX performance programme. Backed by video mystery shopping, behavioural insights, and industry benchmarking, ‘Discover’ empowers your team to act on what really matters in the customer journey.
What Is the ‘Discover’ CX Programme?
‘Discover’ is a targeted customer experience project built to reveal deep insights and measure tangible business impact. Using real interactions and structured analysis, it helps you fine-tune performance at key moments across your CX strategy.
The 5-Step ‘Discover’ Process
1. Launch Workshop 🚀
An engaging event that effectively communicates the objectives, ensuring your team is well-prepared and excited for the Discovery programme.
2. Video Mystery Shopping – Wave 1 🎥
Capture real-life customer interactions and understand what’s really happening on the front line.
3. CX Lab Debrief 🔍
Analyse Wave 1 findings through:
- Video insight compilations
- Behavioural and process analysis
- Competitive and sector benchmarking
4. Video Mystery Shopping – Wave 2 🎥
Measure progress, track changes, and refine CX strategies with a second wave of insights.
5. Final CX Lab Debrief 🔍
Close the loop with key learnings, reporting, and clear action steps to embed improvement.
Why Use the ‘Discover’ Customer Experience Programme?
‘Discover’ is designed for CX professionals, operations leads, and customer strategy teams who need actionable insight to improve performance and drive results. It’s perfect for:
- Turning around low-performing locations or outlets
- Measuring training effectiveness
- Evaluating new product or service launches
- Optimising specific customer journey touchpoints like upselling/cross-selling
What's Included with CX Lab Access?
The CX Lab is your command centre for insight delivery, benchmarking, and reporting.
🎞️ Video Insight Compilations
Bring customer feedback to life and share best practices across teams and departments.
📊 Industry Benchmarking
Compare performance with:
- Behavioural Measurement (BMS®)
- UK Customer Experience Report
- Sector performance benchmarks
- Digital and telephone CX data
📈 Customised CX Reporting
Insightful reports tailored to your business, covering:
- Process performance metrics
- Impact and engagement analytics
- Blended CX reporting formats
Click here to find out more about our CX Lab!
Ready to Improve Your Customer Experience Strategy?
Discover the difference that real insights can make. Whether you're looking to fine-tune specific parts of the customer journey or conduct a full performance review, our CX performance programme can help.
Contact us today to learn more or request a quote for your tailored ‘Discover’ programme.
