Self-assessment
Where does your CX and AI operating model stand?
Nine areas, scored in about five minutes. The result is a maturity band and a first set of moves, not a verdict. Use it alone or as the opening exercise in a diagnostic conversation.
0 of 9 scored
Score the nine areas
Assess your organisation today
Strategy and sponsorship
Most organisations have AI ambitions on a slide. Consider whether your organisation has a single named executive who owns the CX and AI agenda with real budget behind it, or whether it remains good intentions without dedicated sponsorship.
Not yet scored
Data and measurement
Nearly every operation reports numbers. The question is whether yours are complete and trusted enough that people actually act on them, or whether they are a monthly pack nobody opens.
Not yet scored
Technology enablement
Automation lives or dies on what your core systems will allow. Think about whether APIs and data pipelines let your teams build, or whether every change turns into a custom project with a long queue behind it.
Not yet scored
AI and automation adoption
Pilots are easy; production is not. Consider how much of your AI has reached daily operational use, and how much is still a proof of concept that impressed everyone and then quietly stalled.
Not yet scored
Responsible AI and governance
Oversight usually arrives after the first incident. Consider whether human review, explainability, and regulatory readiness are built into the AI decisions you already have running, or still sitting on a roadmap.
Not yet scored
Self-service and deflection
Every contact a customer makes carries a cost and usually a signal. Think about how much of the journey resolves on its own, and how much still ends with someone on your team picking it up.
Not yet scored
Operating model and ownership
When something breaks across two functions, somebody has to decide. Consider whether escalations have a named owner and clear decision rights, or whether they sit in a queue everyone can see and nobody owns.
Not yet scored
Customer experience culture
CX teams rarely control the decisions that create bad experiences. Consider whether product, operations and finance weigh customer impact in their own choices, or whether it is left to CX to absorb downstream.
Not yet scored
Workforce capability
New ways of working fail on adoption far more often than on technology. Consider whether your teams have the skills, the time, and the support to work the new way, or whether they are expected to absorb it on top of the day job.
Not yet scored
Your result
Not yet scored
— / 5.0
Score the nine areas and your maturity band will appear here. Partial scoring gives a partial picture.
- Nascent — up to 1.8
- Emerging — up to 2.6
- Developing — up to 3.4
- Established — up to 4.2
- Leading — above 4.2
Area by area
- Strategy and sponsorshipNot scored
- Data and measurementNot scored
- Technology enablementNot scored
- AI and automation adoptionNot scored
- Responsible AI and governanceNot scored
- Self-service and deflectionNot scored
- Operating model and ownershipNot scored
- Customer experience cultureNot scored
- Workforce capabilityNot scored
Your first moves
Your priorities
Score at least one area above and your moves will appear here, lowest score first.
Assessment notes