Customer Experience Toolkit

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Are you building relationship with your customers? What experiences do your customer have with your products or services and is it good or bad? Customer Experience is vitally important, as it can make or break your business, it is also essential to have a great interaction with your customers throughout your relationship with them.

Don't waste your time. Learn how to effectively execute the right strategy with this practical Customer Experience toolkit and guide. Resolve common difficulties with a ready made step by step plan for any Customer Experience related work.

Download the Toolkit to learn and apply the Customer Experience processes from start to finish. This toolkit contains updated powerful strategy for any Customer Experience specific requirements.

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Experience Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 993 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Experience improvements can be made.

Examples; 10 of the 993 standard requirements:

  1. How does head office test the business case and underlying assumptions, to assess the quality of the underlying information, and likelihood of realizing the expected business benefits?

  2. Will your organization be on the front lines charging ahead with a bold omnichannel customer experience strategy or scrambling to defend its business as other companies gain ground?

  3. Are you providing customers with all relevant information along the whole customer experience lifecycle (discovery, acquisition, implementation and usage, support, dismissal)?

  4. How do you make sense of the massive amounts of customer experience data produced in the digital age, knowing that customer feedback can make or break businesses and products?

  5. Are default network onboarding mechanisms up to the task to keep your environment secure and your employees more productive, as well as deliver a great customer experience?

  6. How do you achieve a unique, value-based customer experience centered on your organization-relevant single view of customer data and/or product data across the enterprise?

  7. What has proven to be the biggest gap between your data-driven customer experience strategy and the execution of that strategy across all customer interaction channels?

  8. How focused is sales on advancing and optimizing the customer experience, enhancing customer engagements across your organization and accelerating business growth?

  9. How do you offer innovative products, market them quickly and provide superior customer experience without affecting the focus on managing your the core business?

  10. What is required to successfully ensure the consistent delivery of the customer experience strategy outlined by the chief marketing officer and marketing team?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Customer Experience book in PDF containing 993 requirements, which criteria correspond to the criteria in...

Your Customer Experience self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Customer Experience Self-Assessment and Scorecard you will develop a clear picture of which Customer Experience areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Customer Experience Self-Assessment
    • Is secure: Ensures offline data protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Experience projects with the 62 implementation resources:

  • 62 step-by-step Customer Experience Project Management Form Templates covering over 1500 Customer Experience project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Roles and Responsibilities: How well did the Customer Experience project Team understand the expectations of specific roles and responsibilities?

  2. Variance Analysis: How have the setting and use of standards changed over time?

  3. Stakeholder Management Plan: Are the quality tools and methods identified in the Quality Plan appropriate to the Customer Experience project?

  4. Risk Management Plan: My Customer Experience project leader has suddenly left your organization, what do you do?

  5. Responsibility Assignment Matrix: Are your organizations and items of cost assigned to each pool identified?

  6. Schedule Management Plan: Are the activity durations realistic and at an appropriate level of detail for effective management?

  7. Source Selection Criteria: What information is to be provided and when should it be provided?

  8. Closing Process Group: What will you do to minimize the impact should a risk event occur?

  9. Probability and Impact Matrix: Is the Customer Experience project cutting across the entire organization?

  10. Quality Audit: Will the evidence likely be sufficient and appropriate?

Step-by-step and complete Customer Experience Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Customer Experience project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix

2.0 Planning Process Group:

  • 2.1 Customer Experience project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Customer Experience project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Customer Experience project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Customer Experience project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Customer Experience project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Customer Experience project with this in-depth Customer Experience Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Experience projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Customer Experience and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Experience investments work better.

This Customer Experience All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.