CX Strategy Audit Tool
A structured self-assessment that reveals where your organisation stands against best-practice CX governance and capability standards.
Based on the CEMMethod—20+ years of research with Disney, Google, Amazon, and Virgin. Used by 145,000+ CX professionals across 140+ countries.
What the audit covers
The audit assesses four dimensions that determine whether your CX investment is translating into measurable business outcomes. Most organisations discover clear, actionable gaps within the first session.
Strategic alignment
Are your CX investments tied directly to enterprise strategic priorities? Do leaders agree on what CX success looks like?
Governance and accountability
Who owns customer outcomes at board and ExCo level? Are escalation paths clear when customer-related decisions conflict with functional targets?
Measurement and outcomes
Do your CX metrics connect to business results? Can you demonstrate the Triple Crown—cost reduction, revenue growth, and service improvement—simultaneously?
Organisational capability
Do your people have the frameworks and judgment to make consistent customer-centric decisions? Is capability distributed or concentrated in a few individuals?
What you'll receive
A scored assessment across four CX capability dimensions
Identification of your highest-priority governance gaps
A capability map showing where to focus development investment
Recommended next steps aligned to ACX or CPP certification paths
Download the audit
Complete the form to receive the CX Strategy Audit template. A BP Group consultant will follow up to offer a complimentary interpretation session.
Want help interpreting results? Book a complimentary consultation with a BP Group CX expert.
Frequently asked questions
Next steps after the audit
The audit identifies your priority gaps. Two development paths address different needs:
Governance and oversight gaps
Board-level challenge, escalation clarity, and decision frameworks for executives with enterprise accountability.
Explore ACX Programme →Capability and process gaps
Practical frameworks for process excellence, customer centricity, and building internal transformation capability.
Explore CPP Certification →