Bain Accredited Very Good
Bain Accredited Outstanding
Bain Accredited World Class

Why CX Roadmap?

  • Obtain an unbiased audit with an outside-in view on capability gaps and solutions to resolve challenges

  • Help Boards, Executive Teams and CX functions drive Customer Capability

  • Understand where your organization compares in the journey towards Customer Leadership

  • Identify actionable opportunities for investment and better resource allocation

  • Develop a roadmap to consistently achieve the CX Gold Standard

How It Works

  • Our CX Advance Framework℠ is the starting point for your roadmap and serves as a north star when measuring Customer Experience capabilities

  • NPSx experts will work with your team to gather evidence about your current capabilities and provide an assessment, comparing you to cross-industry and industry best practices

  • We will then share recommendations for future improvement and capabilities

What’s Included

  • Full assessment and explanation of your performance across key pillars of the CX framework

  • Individualized recommendations on how to improve your score over the next twelve months

  • NPSx Certificate and Badge valid for 12 months, renewed annually upon review



  • Who created NPS?

    The Net Promoter Score (NPS) was created by Fred Reichheld, a Bain & Company consultant, in 2003. It is a simple, easily understandable score that shows how a company is faring on the customer relations front.
  • Is NPS accredited?

    The Net Promoter Score (NPS) is not accredited by any formal accrediting body. It is a widely recognized and used metric for measuring customer loyalty and satisfaction, developed by Bain & Company.
  • What is CX certification?

    CX certification is a formal recognition provided to individuals who have completed a course of study in customer experience. It validates that the individual has the knowledge and skills necessary to manage and improve customer experiences. Examples include CCX or CCXP. Certification for teams drives CX maturity across multiple dimensions in an organization.
  • Can I use AI to improve customer experience?

    AI can be leveraged to improve customer experience by enabling real-time, personalized interactions, reducing customer wait times, and expediting processes like credit decisioning and customer onboarding. AI can also be used to build a comprehensive 360-degree view of the customer, helping businesses anticipate and address future customer needs more effectively. Predictive capabilities are also on the forefront of AI in CX, to anticipate needs and predict sentiment of customers based on gathered data.
  • What is CX automation platform?

    A CX automation platform is a technology solution that automates various aspects of the customer experience process. This can include things like customer service responses, marketing communications, data analysis, and more.
  • What is RPA in customer experience?

    RPA, or Robotic Process Automation, in customer experience refers to the use of software robots to automate repetitive and mundane tasks. This allows customer service representatives to focus on more complex and value-adding tasks, improving efficiency and customer satisfaction.
  • How does data enhance the customer experience and enhance firm operations?

    Data not only enhances the customer experience but also improves firm operations. By analyzing customer data, businesses can identify patterns and trends that can inform strategic decisions, optimize operations, and improve efficiency. For instance, data can help businesses identify high-value customer segments, optimize marketing campaigns, and streamline customer service processes.