CX Diagnostics & Audit

Truth Scan™

Because you can't fix what you are not willing to confront.

Overview

Research shows that 90% of CX leaders find it challenging to know where to start when improving customer journeys, and 51% lack a formal CX strategy. Truth Scan# addresses this foundational need by providing clear, evidence-based direction. Our diagnostic and audit services uncover the unvarnished truth about your customer experience. Using our multi-project database combined with academic behavioral analysis, we identify hidden CX gaps, journey friction points, and untapped opportunities.

Service 1.1: Customer Truth Mapping

Scope

A rapid ethnographic research initiative designed to uncover the unfiltered reality of your customer experience. This service combines qualitative and quantitative insights to map “what is” rather than “what is ideal,” ensuring a brutally honest view of customer interactions and operational performance.

Key Outcomes

• Reality Map: Visual representation of current CX state, including emotion mapping and operational breakdowns.

• Clinical Action List: Prioritized recommendations for eliminating friction points.

• Quick Wins: Immediate improvements achievable within 30 days.

• Executive Alignment: Clear CX priorities and investment roadmap for leadership.

• Baseline Metrics: Foundational KPIs for tracking future progress.

Service 1.2: CX Maturity Audit

Scope

A comprehensive evaluation of your organization’s CX capabilities across strategy, design, delivery, measurement, and culture. This audit benchmarks your maturity against industry standards and identifies specific capability gaps, providing actionable and prioritized recommendations for improvement.

Key Outcomes

• CX Maturity Level: Clear positioning within five maturity stages.

• Capability Heat Map: Visual representation of strengths and gaps across 25 dimensions.

• Gap Analysis: Identification of critical capability shortfalls.

• 12–24-Month Roadmap: Prioritized initiatives for capability building.

• Investment Prioritization: Executive summary for resource allocation.

• Baseline Metrics: Foundation for future progress tracking.

Service 1.3: Voice of Customer (VoC) Program Audit

Purpose

A critical evaluation of your existing VoC infrastructure, processes, and utilization to uncover why customer feedback is not driving meaningful improvement. This audit examines the entire VoC ecosystem—from data collection to closed-loop action—identifying gaps in listening, analysis, distribution, and accountability that prevent insights from translating into business impact.

Key Outcomes

• Diagnosis Report: Why VoC investments aren’t delivering expected value.

• Quick Wins: Immediate improvements in data quality, response rates, or closed-loop speed.

• Optimization Roadmap: Systematic plan for VoC program enhancement.

• Stakeholder Alignment: Clear roles and accountabilities for VoC success.

• ROI Foundation: Framework for proving VoC impact and securing continued investment

Delivery

Timeline: 4-week sprint with embedded "tribe" expert

Differentiation: Unlike vague audits, we guarantee 3 actionable insights or it's free.

Purpose

To expose hidden friction points and operational breakdowns that impact customer perception, enabling leadership to align on priorities and investments for CX improvement.

Purpose

To establish a clear baseline of CX maturity, uncover gaps, and deliver a practical roadmap for capability building and investment prioritization over the next 12–24 months.

Scope

To diagnose weaknesses in the VoC program and deliver a clear roadmap for transforming feedback into actionable improvements, ensuring measurable ROI and stakeholder confidence.