Analysis

To be able to conduct appropriate analysis, it is imperative to structure the gap analysis in an appropriate way while having sufficient time and resources. The best practice in gap analysis is to hire external resources, because that will provide an impartial view of the company and facilitate interdepartmental cooperation.

 The analysis should clarify the following:

• The company's stance regarding CX
• What is currently being done right and what is missing or being ignored
• The impact of these deficiencies on business
• Gaps from both customers and employees perspective
• Overall qualitative and quantitative impacts

Let's assume that the gaps that were identified during this process are as follows:

This is only a small representation of the results of the analysis. We will address major gaps with a gap priority of 1.