Think Your Customer Experience Is Great? Prove It.
We’ll put it to the test and identify what’s working, what’s not, and where friction may be costing you customers, revenue and reputation. If your customer experience is as good as you believe it is, we’ll tell you.
Brian Walsh
8/14/20262 min read
Take the CX Challenge
Most business leaders love a challenge.
They run marathons.
Climb mountains.
Complete Ironman events.
Cycle hundreds of kilometres.
Push themselves beyond their comfort zones to see what they’re truly capable of.
Yet when it comes to customer experience, many organisations never put themselves to the test.
Instead, they rely on internal reports, dashboards, KPIs and assumptions.
The problem is that customers don’t experience your KPIs.
They experience your website.
Your app.
Your chatbot.
Your support team.
Your billing process.
Your complaints handling.
Your onboarding journey.
And sometimes the experience they receive is very different from the experience management believes they are delivering.
The Customer Experience Blind Spot
Every organisation has blind spots.
Processes evolve over time. New systems are introduced. Departments optimise for their own objectives. Compliance requirements are added. Cost-saving initiatives are implemented.
Before long, what started as a straightforward customer journey becomes a series of disconnected steps, handoffs and frustrations.
No individual decision seems unreasonable.
But the cumulative effect can be significant.
A customer who has to repeat information multiple times. A website that sends visitors in circles. A chatbot that can’t answer real questions. A support process that feels designed to protect the organisation rather than help the customer.
The friction is often invisible from the inside.
But painfully obvious from the outside.
Why Internal Reviews Aren’t Enough
Most organisations review customer experience through internal lenses.
They measure call handling times.
Response rates.
Ticket closure statistics.
Website traffic.
Portal adoption.
All useful metrics.
But metrics rarely tell you how the experience feels.
Customers don’t judge you by your operational efficiency. They judge you by how easy it is to achieve their goal.
Can they find information quickly?
Can they solve a problem without effort?
Can they get support when they need it?
Can they trust your systems and processes?
Can they complete a task without frustration?
Those are the questions that determine whether an experience succeeds or fails.
Why We Created The CX Challenge
At UXY, we spend our time examining customer journeys through the eyes of customers.
Our backgrounds span more than 25 years across customer service, IT, legal services, business operations and problem solving.
We’ve seen how small points of friction can become major barriers.
We’ve seen how well-intentioned systems can create poor customer experiences.
And we’ve seen how organisations are often surprised by what customers actually encounter when trying to do business with them.
So we decided to throw down the gauntlet.
We’re inviting organisations to put their customer experience to the test.
Not through another internal review.
Not through another dashboard.
But through independent scrutiny.
Take The CX Challenge
Choose any customer-facing process.
Your website.
Your app.
Your chatbot.
Your IVR.
Your customer support team.
Your billing process.
Your onboarding journey.
Your cancellation process.
We’ll put it to the test and identify what’s working, what’s not, and where friction may be costing you customers, revenue and reputation.
If your customer experience is as good as you believe it is, we’ll tell you.
If it isn’t, we’ll show you where the opportunities for improvement lie.
Are You Confident Enough To Take The Challenge?
The organisations that continually improve are not the ones who assume everything is working.
They’re the ones willing to test themselves.
To challenge assumptions.
To seek independent perspectives.
And to discover what their customers are really experiencing.
That’s what the CX Challenge is all about.
So here’s the question:
Think your customer experience is great?
Prove it!
Take The CX Challenge
For a limited period, the first FIVE organisations to register will receive:
20% off any UXY channel audit
One additional channel audit free
Because the best businesses never stop testing themselves.
UXY – We Find The Friction.