Framework for CX consultancy initial scoping meeting with new client.

1. Follow-Up Meeting:
Further Explore Challenges and
Possible Opportunities to Support
Meeting Objectives and Agenda:
• Learn about CX vision, strategy and initiatives
• Explore key challenges and areas for potential
collaboration
• Identify metrics of success for partnership
• Outline next steps

2. Agenda & Discussion Guide
1 Current State
 Strategy, Structure, Tools, Alignment
2
3
4
5 Next Steps
 Scope, Timeline, Communication
Goals and Vision
 Priorities, Success Factors, Ideal State
Key Challenges
 Gaps, Obstacles, Barriers
Opportunities for Collaboration
 Expertise, Improvements, Innovation, Impact

3. Current State
Questions:
 What is your company’s current CX strategy?
 How is CX structured within your organization (team, roles, governance)?
 What are the most critical touchpoints in the customer journey?
 What tools or platforms are you currently leveraging to manage customer
experience?

4. Goals and Vision
Questions:
 What are your top CX priorities for the next 12-18 months?
 How do you define and measure CX success? (e.g., NPS, CSAT, customer
retention rates)
 Are there specific customer segments or regions you’re focusing on?
 What would “outstanding CX” look like for your company?

5. Key Challenges
Questions:
 What are the biggest challenges you face in delivering a seamless customer
experience?
 Are there gaps in customer feedback or insights you wish to address?
 How do you handle cross-functional alignment for CX initiatives?
 Are there any regulatory or market-specific challenges impacting your CX
efforts?

6. Opportunities for Collaboration
Questions:
 Are there specific areas where you’re seeking external expertise or fresh
perspectives?
 Have you explored any innovative strategies or technologies to enhance CX?
 How do you currently manage change within CX-related initiatives?

7. Next Steps
Questions:
 Recap key discussion points and initial observations.
 Propose follow-up actions, including potential assessments, workshops, or
strategy sessions.
 Confirm preferred communication style and timeline for next touchpoint.
 If you could solve one CX problem today, what would it be?

8. Proposed Timeline
1 Information Gathering
ID key stakeholders and collect additional data on specific CX
challenges via interviews
2 Draft SOW
Create a tailored Statement of Work outlining proposed
initiatives, timelines, and expected outcomes.
3 Review Meeting
Reconvene to review and refine the SOW. Ensure alignment with
strategic priorities and resource allocation.
4 Project Kickoff
Upon approval, schedule a project kickoff meeting. We'll
assemble the team and begin our collaborative journey.