Customer Experience ROI Reality Check

Understand your CX maturity, align your organisation and discover what improving customer experience is really worth.

This free assessment is for any leader with responsibility for customer outcomes. It’s especially useful if you are evaluating AI investment, are looking to align Finance, IT and operations around a shared view of CX value or are navigating a platform decision and need evidence to build the internal case.

  1. Calculate your score across CX strategy and operations
  2. Learn about the six-stage CX Maturity Model and map your position
  3. “Speak to…” prompts to align CX across the wider business
  4. AI readiness and data foundation score
  5. Three practical steps to act on your results.

Designed for leaders who need a clear path forward.

Sorry, we couldn’t load the form. Please try refreshing your browser.

Thanks for getting in touch. One of our team will be in contact shortly.

The impact of standing still

Before you begin, consider what industry data tells us about organisations that haven’t yet made CX a strategic priority.

£7.3 Billion

cost of poor customer service costs to UK organisations, largely due to employee time spent fixing failures instead of delivering value

(Tech Digest, 2025)

4 days

employee time spent per month dealing with issues caused by service breakdowns

(Tech Digest, 2025)

52%

of consumers have walked away from a brand after a bad experience, showing CX failure is now a primary driver of churn

(PWC, 2025)

Dreams
East Midlands Railway
BBC
Tewkesbury Borough Council - Liberty Create customer

“You only get one chance to make a good first impression via your contact centre. It must be meaningful and positive. And that’s why we value Liberty Converse. It enables our contact centre teams to deliver their best, every day.”

Abbey Siner

Internal Sales Manager

What you get when you download this CX toolkit

This free self-assessment takes around 15 minutes and gives any leader responsible for customer outcomes a structured, scored view of where their operation stands and what to do next.

Sorry, we couldn’t load the form. Please try refreshing your browser.

Thanks for getting in touch. One of our team will be

What’s inside:

  1. Your score mapped across 10 dimensions
  2. Your position on the six-stage CX Maturity Model
  3. Cross-functional conversation prompts
  4. A commercial lens on CX investment
  5. A clear path to your next stage.

Sorry, we couldn’t load the form. Please try refreshing your browser.

Thanks for getting in touch. We will check out your message and get back to you.