Consulting
TALOOB
Transform Your Customer Experience:
A 6-Week Holistic CX Assessment
Uncover hidden opportunities across your entire customer journey with our comprehensive assessment of processes, messaging, AI chatbots, customer service, sales journeys, marketing, and digital experiences.
Why a Holistic CX Assessment Matters Now
Customer Loyalty at Risk
Customers switch brands after just one or two poor experiences making comprehensive CX evaluation critical for retention.
Fragmented Experiences Cost You
Disconnected touchpoints lead to lost revenue, missed growth opportunities, and eroded brand loyalty that compounds over time.
360° Visibility
Our 6-week assessment uncovers hidden gaps across every customer touchpoint—from AI chatbots to sales journeys and leadership alignment.
Week 1: Processes & Messaging
Process Analysis
We map end-to-end customer-facing processes, identifying efficiency gaps and friction points that impact satisfaction.
Messaging Evaluation
Our experts analyze consistency and tone across all channels—email, social media, website, and chatbots—ensuring your brand speaks with one voice.
Week 2: AI Chatbots & Customer Service
AI Chatbot Audit
Comprehensive analysis of chatbot performance metrics including response accuracy, sentiment analysis, and escalation rates.
Service Workflow Assessment
Evaluation of customer service response times, resolution effectiveness, and operational efficiency.
Feedback Collection
Gathering qualitative insights from customers and agents to reveal emotional experience gaps not captured in metrics alone.
Week 3: Sales & Marketing Review
Week 4: UI/UX
1
Digital Experience Audit
Usability testing and heuristic evaluation of all digital interfaces including website, mobile apps, and customer portals.
2
Leadership Alignment
Executive interviews to assess CX vision, governance structures, and organizational readiness using XM Institute's CX Maturity Model.
3
Metrics Measurement
Comprehensive analysis of eNPS and NPS scores to gauge internal and external loyalty indicators across all touchpoints.
4
Final Report Delivery
Complete CX maturity benchmark with prioritized recommendations, implementation timeline, and projected ROI.
Our Methodology: Combining Data, Stories & Strategy
Our approach blends quantitative operational metrics with rich qualitative insights for a complete 360° view of your customer experience landscape. Throughout the assessment, we engage your teams through strategic interviews and workshops to embed a customer-centric culture and ensure recommendations align with your organizational capabilities.
What You'll Receive: Actionable Insights & Roadmap
Comprehensive Assessment Report
Detailed analysis highlighting strengths, weaknesses, and quick-win opportunities across all customer touchpoints.
Strategic Roadmap
Prioritized action plan with clear timelines, resource requirements, and projected ROI for each recommendation.

All deliverables are provided in both presentation format for executive alignment and detailed documentation for implementation teams.