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

Overview

Rapid ethnographic research combining voice-of-customer analysis, behavioral data, conversation recordings, and field observation to create a brutally honest map of "what is" (not "what is ideal"). Focuses on surfacing uncomfortable truths, not beautifying journey maps.

Methodology

• Truth-First Discovery

• Behavioral Discovery

• Jobs-to-Be-Done Analysis

• Customer Journey Mapping

• Root Cause Investigation

Key Outcomes

• Crystal-clear understanding of current CX reality

• Prioritized action plan for highest-impact friction points

• Quick wins within first 30 days

• Executive alignment on CX priorities and investment

• Baseline metrics for future improvement

Service 1.2: CX Maturity Audit

Overview

Comprehensive assessment of organizational CX capabilities across strategy, design, delivery, measurement, and culture. Benchmarks your maturity against industry standards and identifies specific capability gaps with actionable, prioritized roadmaps.

Methodology

• Real Maturity Assessment Framework

• Five Maturity Levels evaluation

• Quantitative scoring across 25 capability dimensions

• Qualitative assessment of context and barriers

• Benchmarking against industry standards

• Prioritization matrix (impact vs. effort)

Key Outcomes

• Clear understanding of CX maturity level and capability gaps

• Capability heat map and gap analysis

• 24-month capability-building roadmap

• Investment prioritization and executive summary

• Executive alignment and baseline for future tracking

Service 1.3: Voice of Customer (VoC) Program Audit

Overview

Critical evaluation of existing VoC infrastructure, processes, and utilization to identify why feedback isn't driving meaningful improvement. Assesses the full VoC ecosystem from data collection to closed-loop action.

Methodology: VoC Value Chain Framework:

• Listen: Collection completeness, channel coverage, sampling validity

• Understand: Analysis depth, root cause identification, insight quality

• Share: Distribution effectiveness, stakeholder accessibility, reporting relevance

• Act: Closed-loop efficiency, accountability mechanisms, improvement tracking

• Improve: Continuous VoC optimization, technology evolution, capability building

Key Outcomes

• Clear diagnosis of why VoC investments aren't delivering expected value

• Immediate quick wins improving data quality and response rates

• Roadmap for systematic VoC program optimization

• Stakeholder alignment on VoC role and accountabilities

• Foundation for proving VoC ROI

Delivery

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

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