Executive Leadership
- CX vision & strategy commitment
- CX accountability at the top
- Investment posture
Loading…
One moment.
All products
Product 02CX maturity instrument
ShiftCX.
How your organization actually delivers customer experience.
12 minutes5 dimensions15 sub-dimensionsShareable result
InstrumentWhat it measures
Five dimensions.
Fifteen sub-dimensions.
CX Strategy
- Customer / resident definition
- CX strategy articulation
- Strategy-to-operations linkage
CX Research & Service Design
- Research infrastructure
- Service design capability
- Evidence feedback loops
Implementation
- Cross-functional delivery
- CX-aware programme management
- Integration with core operations
Service Performance
- Customer / resident measurement
- Performance management
- Continuous improvement
Two versionsHow you can run it
Self-serve or expert-validated. Same instrument.
Self-serve
On this site
Answer sixteen questions across the five dimensions. About twelve minutes. You'll see where your organization sits on the five-level maturity scale, with a read on each dimension and one concrete next step to take from where you are.
- ~12 minutes, no account required
- Radar chart across five dimensions + per-dimension narrative
- Shareable URL — send the result to your team
Expert-validated
Inside an engagement
A ShiftFlow assessor runs the instrument across the leadership team, validates the scoring against evidence, and delivers a written report and briefing. The full version extends into an AI Readiness overlay inside the Agentic Government platform.
- Multi-respondent with facilitated calibration
- Written report with evidence citations
- Extendable with AI Readiness overlay (Agentic Government)
Want to see where you are?