Thank you for your interest in connected CX! This assessment tool – designed by Ecosystm, a Singapore-headquartered tech intelligence and advisory firm, in collaboration with Zoom – helps you understand how well your organisation delivers connected customer experiences across every interaction. It identifies your current stage in the customer experience (CX) journey and highlights where gaps or opportunities exist. The goal: to help you build seamless, connected, end-to-end experiences that strengthen customer engagement and unlock real business value.
Rest assured, all responses are confidential. The assessment will take approximately 10-15 minutes to complete.
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About your organisation
About your organisation
About your organisation
Business alignment & strategy
Business alignment & strategy
Business alignment & strategy
Workforce & operations
Workforce & operations
Workforce & operations
Workforce & operations
Workforce & operations
Technology & infrastructure
Technology & infrastructure
Technology & infrastructure
Customer experience & engagement
Customer experience & engagement
Customer experience & engagement
Automation & AI adoption
Automation & AI adoption
Governance, risk & commercial strategy
Governance, risk & commercial strategy
Governance, risk & commercial strategy
Oops! It looks like you might have missed a question. Please complete all questions and come back to discover your results.
Your Organisation’s Connected CX Score is 0/30. Based on your responses, here is what we learnt about your organisation:
Your organisation is building the basics of customer support, aiming to deliver consistent and efficient service. Processes are being defined, and the focus is on establishing standard practices and creating visibility into customer interactions.
Your assessment
and processes across the contact centre.
to understand volumes, trends, and pain points.
and support early agent training.
to inform future improvements.
Your assessment
Cloud-native platform for stability and scalability
For predictive engagement and real-time coaching
To monitor interactions and provide targeted support to agents
Your contact centre has structured processes and basic integration across teams. Customer experience goals are monitored, early automation and analytics are applied, and workflows start to align across functions. Teams are beginning to coordinate efforts and use insights to improve service consistency and response times.
Your assessment
to ensure smoother handoffs and consistent service delivery.
to inform team coaching and process refinements.
to reduce repetitive work.
(e.g., operations, service, support) to deliver more coordinated experiences.
Your assessment
Unified customer view for faster resolution
Summaries to enable seamless handoffs between agents and teams
Real-time reporting across channels with customisable dashboards
Your contact centre has evolved to an operationally integrated model. Processes, tools, and teams work together to deliver consistent outcomes and smooth handoffs. Insights are used to support agents and self-service efforts, enabling faster, more accurate resolution of customer needs. Performance monitoring and trend analysis guide continuous improvement.
Your assessment
and trends to drive data-informed improvements.
reducing delays or duplications in customer journeys.
and insights to resolve issues more effectively.
and processes based on customer outcomes and feedback.
to move towards connected experiences.
Your assessment
Consistent experiences across voice, chat, and video
AI-generated summaries and templates for productivity
Customisable real-time performance insights
Automated QA, compliance monitoring, and AI insights
Your contact centre functions as a strategic engagement hub, uniting people, processes, and insights across the enterprise. Customer and employee experience insights drive proactive, predictive actions. The organisation continuously refines customer journeys, turning every interaction into an opportunity for loyalty, value creation, and long-term business impact.
Your assessment
to anticipate customer needs and proactively enhance experiences.
to optimise customer journeys and outcomes.
to drive loyalty and long-term value.
and shared ownership of CX outcomes.
anticipate trends, and create seamless, frictionless experiences
Your assessment
Optimise agent performance and scheduling
Self-service with AI-driven escalation
Data-driven insights to predict trends and guide action
Enable co-creation and integration for innovation
