Tips on how to facilitate a CX Audit Workshop

1. © 2016DMICONFIDENTIAL&PROPRIETARY
CX AUDIT
WORKSHOP

2. © 2015DMICONFIDENTIAL&PROPRIETARY
This is an innovation workshop conducted with customer or stakeholders in the form of a journey.
The audit to be conducted at any given stage of the product journey to validate the business needs,
thought processes, influences, touchpoints, user needs with intended goals.
Target the overlaps between stages of the customer journey to drive engagement and enable
transition the customer.
Additionally it helps:
● to understand, analyse and diagnose experiences.
● to identify problems, possible opportunities and setting of priorities.
● customer/ stakeholder to have a clear understanding of experience.
WHAT IS THIS?
CX AUDIT WORKSHOP

3. © 2015DMICONFIDENTIAL&PROPRIETARY
Pre-requisites for the session:
● Inform the potential participants for
the purpose.
● Preferably block their calendars.
● Schedule a workshop with them, at their
location. This will enable full attendance.
● Invite the stakeholders invested in this
project. No more than 7.
PLANNING THE CX AUDIT | 1-2 hours
CX AUDIT WORKSHOP
● Print the Customer Journey poster in
actual size.
● For the workshop, bring post-its (3
colors/3x3), voting circular stickers/dots
and felt tip fine point markers.
● You will need ~2 hours, meeting room,
and wall to put the customer
journey poster.

4. © 2015DMICONFIDENTIAL&PROPRIETARY
CX AUDIT POSTER
CX AUDIT WORKSHOP
Y1
Y2
Y3
X

5. © 2015DMICONFIDENTIAL&PROPRIETARY
Use this process to formulate an experience journey understanding and path towards the goal:
CX AUDIT
CX AUDIT WORKSHOP
Awareness Consideration Purchase On Boarding
Project
Engagement
Results Renew
Customer Goals
Engagement
Experience
Business Goals
Y1; X1
Y2; X1
Y3; X1
Y1; X2
Y2; X2
Y3; X2
Y1; X3
Y2; X3
Y3; X3
Y1; X4
Y2; X4
Y3; X4
Y1; X5
Y2; X5
Y3; X5
Y1; X6
Y2; X6
Y3; X6
Y1; X7
Y2; X7
Y3; X7

6. © 2015DMICONFIDENTIAL&PROPRIETARY
● Start with Y1 in X1, followed with Y2
and Y3 in X1. One at a time.
● Use different color post-its for Y1,
Y2 and Y3.
● Go through Y1 (Customer Goals), Y2
(Engagement Experience) and Y3
(Business Goals) with X’s in a flow.
● The lead facilitator can briefly talk
about Xs at each level. This will optimize
the workshop.
RUNNING THE CX AUDIT | 1-2 hours
CX AUDIT WORKSHOP
● Everybody writes their thought / belief
on a post-it, reads aloud, and puts it in
the space.
● Encourage participants to add
post-it, despite of duplication of
other’s thoughts.

7. © 2015DMICONFIDENTIAL&PROPRIETARY
RUNNING THE CX AUDIT | 1-2 hours
CX AUDIT WORKSHOP
On completion of all Xs:
● Have the group vote (using dots) for the
strongest points under customer goals,
engagement experience or business
goal which needs attention across 7
stages (10 mins).
● Have each individual do design thinking
and propose a solution / recommend an
idea for the point which received
maximum votes (5mins).
● Take photos of everything and capture
the attention requiring areas as a key
part of the workshop.
● Mention the next action.
● Thank and applaud the participants.

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● Create a visualization of CX audit.
● Highlight the gaps / innovation possibilities / improvement areas
with recommendations.
● Share with customer / participants in form of soft copy. If possible,
walk them through.
● DMI sales contact or AM to follow up and look for future possibilities.
DELIVERABLE POST CX AUDIT
CX AUDIT WORKSHOP

9. © 2015DMICONFIDENTIAL&PROPRIETARY
CX AUDIT POSTER
CX AUDIT WORKSHOP