True customer centricity is not found in process documents or slide decks. It is found in the daily behaviors of your workforce. The CCO Index™ measures the gap between your strategic intent and your operational reality.
Our proprietary scoring model synthesizes cultural alignment with operational capability. It provides an unvarnished view of your organization's maturity.
Input: Frontline Census
We deploy a secure, anonymized diagnostic to your workforce. This measures the "Empowerment Gap"—the difference between what leadership thinks is happening and what agents actually experience.
"Do I have the authority to solve this customer's problem?"
Input: Leadership Review
A structured evaluation of your CX architecture. We validate the existence and efficacy of your listening channels, data synthesis tools, and closed-loop workflows.
"Do we have the mechanisms to capture non-survey feedback?"
The CCO Index evaluates organizations against four pillars of high-performance customer culture.
Moving beyond surveys to omnichannel listening and behavioral signal detection.
The ability to translate raw noise into strategic narrative and empathy.
The velocity at which the organization can pivot based on customer friction.
How deeply customer data informs long-term product and service roadmaps.
The assessment process is designed for minimal operational disruption. We handle evidence and internal documents using strict access controls, limited reviewer access, and clear retention rules, so your internal data and strategic IP remain confidential throughout the certification cycle.
Certification is rigorous. Connect with an advisor to determine if your organization meets the prerequisites for assessment.