Using the iCX framework, we do a review of where the organisation stands in the domains of Client First Leadership, Measurement, Co-design, User Governance and Safety. This provides the organisation’s strengths and improvement areas.

The diagnosis will highlight where hot spots are in your current CX and what it’s costing you. It could be staff turnover, rework, complaints, lost business, debt, etc.

Steps 1 and 2 will reveal the best place to start which will support better CX for people experiencing vulnerability but also everyone dealing with your organisation. Examples include increasing field staff safety, call centre protocols, early identification of vulnerability, etc.

The InclusiveCX approach to change is two fold. 1. Put the organisation in charge of the transformation - not the consultant. 2. Curate the best solutions - not deliver average ones.