The arrival of the “age of the customer” has led organisations at an increasing rate to place a focus on improving the customer experience they deliver. However there is little in the way of roadmaps for developing a successful approach to launching a successful CX initiative. The most common approach is to assume that putting a Voice of Customer (VoC) programme in place is the same thing as managing the customer experience. While a VoC programme is a critical cornerstone of a CX programme. VoC and CX are not the same thing. In every organisation, there are dozens of distinct factors that impact the quality of every customer interaction. A thorough, detailed Organisational CX Assessment will make sure you can identify all of them, understand how they relate to each other, and shine a new light on areas of your business that need improvement or hold hidden CX potential.