Find the friction. Fix the experience. Retain more customers.
A customer experience audit is a structured, evidence based evaluation of every touchpoint a customer encounters with your brand, from the first digital interaction to post-sale support. Businesses lose revenue not because their product fails, but because friction, inconsistency, and missed signals go undetected across the customer journey. ibs fulcro delivers rigorous CX consulting that surfaces what's costing you customers, pairing a comprehensive digital experience audit with a prioritised roadmap to fix it, grounded in a clear CX strategy from day one.
ibs fulcro's CX consulting practice spans every layer of the customer journey, digital conversational, transactional, and operational, delivering a complete digital experience audit that shows precisely where experience breaks down and where opportunity is being left on the table.
A visual, end-to-end reconstruction of how your customers actually move through your brand, not how you assume they do. This detailed customer journey analysis exposes the gaps between intent and reality that internal teams routinely miss.
A systematic review of every customer, facing channel, website, app, email, social, support, and sales, to assess consistency, clarity, and conversion performance as part of a comprehensive digital experience audit.
Structured analysis of customer feedback, NPS data, reviews, and support interactions to surface the patterns your internal data alone cannot reveal, a critical input to any credible CX strategy.
A data-driven deep dive into your digital acquisition and conversion flows, identifying where users drop-off, disengage, or fail to reach the next stage. Central to any digital experience audit, this assessment directly connects UX performance to commercial outcomes.
Your CX performance measured against direct competitors and sector, leading standards, giving you an objective view of where you stand and what to close, an essential step in building a differentiated CX strategy.
A clear deliverable: a scored assessment of experience gaps ranked by customer impact and business value, with specific, actionable recommendations for each. This is where CX consulting moves from diagnosis to direction.
Every engagement ibs fulcro conducts follows a disciplined CX consulting methodology, no assumptions, no generic templates, no surface, level findings.
ibs fulcro begins by aligning with your internal teams to understand business objectives, existing customer data, known pain points, and the scope of channels to be audited. This ensures every finding maps to a CX strategy outcome that matters to the business.
The team gathers quantitative data, analytics, heatmaps, session recordings, funnel reports, alongside qualitative inputs including VoC surveys, customer interviews, and support ticket analysis. This dual-lens approach to customer journey analysis ensures findings are grounded in both behaviour and perception.
Using the collected data, ibs fulcro constructs detailed customer journey analysis maps and scores each touchpoint against experience quality criteria: clarity, consistency, speed, emotional resonance, and conversion efficacy. This forms the backbone of the digital experience audit.
Every friction point identified is traced to its root cause, whether that's a UX flaw, messaging misalignment, process breakdown, or technology gap, so the resulting CX strategy addresses causes, not just symptoms.
The engagement closes with a comprehensive digital experience audit report and a prioritised roadmap, presented to your leadership team. Each recommendation is categorised by effort, impact, and sequenced for phased execution.
Businesses that consistently deliver superior customer experiences outperform competitors by a measurable margin, yet most organisations are operating with blind spots they cannot see from the inside. Industry research consistently shows that the majority of customers who churn do so without ever lodging a complaint, making professional CX consulting and an external digital experience audit not a luxury but a commercial necessity.
Revenue Leakage Becomes Visible
Undetected friction in the customer journey silently suppresses conversion rates and repeat purchase. A rigorous customer journey analysis quantifies exactly where and how much revenue is being lost at each stage.
Customer Churn Is Diagnosed Before It Escalates
Studies show that acquiring a new customer costs five to seven times more than retaining an existing one. Identifying experience failures early, through structured CX consulting, is one of the highest, ROI investments a business can make.
Omnichannel Inconsistency Is Resolved
Customers who encounter inconsistent experiences across channels lose trust rapidly. A digital experience audit reveals where your brand delivers conflicting signals and how your CX strategy can unify them.
Prioritisation Replaces Guesswork
Without an audit, CX improvement spending is based on internal assumptions. A structured customer journey analysis replaces opinion-led prioritisation with evidence-based sequencing, maximising the impact of every investment.
Competitive Advantage Is Made Measurable
86% of buyers are willing to pay more for a demonstrably better experience. Understanding precisely where your CX stands relative to competitor, through rigorous CX consulting, turns experience improvement into a quantified growth lever.
Behavioural analysis via heatmaps and session recordings.
Comprehensive SEO and competitor analysis tools.
Core Web Vitals-focused performance analysis.
Proprietary tool for real-time performance monitoring and impact analysis.
Advanced penetration testing for security audits.
Deliver deep insights into UX, performance, and analytics optimization.
ibs fulcro brings together CX strategy, experience design, data analytics, and technology expertise in a single audit engagement, delivering findings that go deeper than observation and recommendations that are immediately executable.
Most agencies audit the interface. ibs fulcro audits the entire experience system, aligning findings to your commercial CX strategy, customer acquisition model, and retention objectives, not just design heuristics.
ibs fulcro's CX consulting engagements are conducted by teams that span digital strategy, UX design, marketing analytics, and technology, meaning friction identified in the data layer is interpreted alongside the full customer journey analysis, not in isolation.
Where most digital experience audits stop at the customer-facing layer, ibs fulcro evaluates whether your underlying technology, CRM, support platforms, data pipelines, is enabling or undermining the experience your CX strategy intends to deliver.
Every digital experience audit ibs fulcro delivers concludes with a prioritised, phased roadmap that your team can act on immediately, with clear effort-to-impact scoring and ownership recommendations built in.
ibs fulcro's CX consulting methodology is designed so that audit findings feed directly into its own Experience Design, Digital Marketing, and Technology service lines, giving clients a seamless path from diagnosis to delivery without briefing a new agency from scratch.
A CX audit, or customer experience audit, is a structured evaluation of every touchpoint, interaction, and process a customer encounters with your brand, from first awareness through to post-purchase. Conducted as part of a broader CX consulting engagement, it identifies friction points, experience gaps, and missed opportunities across digital and human channels, and results in a prioritised set of recommendations to improve customer satisfaction, retention, and conversion.
A comprehensive digital experience audit typically includes customer journey analysis, touchpoint assessment, voice of customer research, digital funnel and conversion evaluation, competitive benchmarking, and root cause analysis of friction points. The output is an audit report paired with a prioritised CX improvement roadmap. ibs fulcro also includes a technology stack assessment to identify systemic experience blockers.
The process begins with discovery and stakeholder alignment, followed by data collection, quantitative analytics, heatmaps, and session data, and qualitative research including customer interviews and VoC analysis. ibs fulcro then conducts a detailed customer journey analysis, scores each touchpoint, identifies root causes of friction, and delivers a full digital experience audit report and roadmap to the client's leadership team.
A UX audit focuses specifically on the usability and design of a digital product, typically a website or app. A digital experience audit takes a broader view, encompassing every channel and interaction a customer has with the brand, including customer service, sales conversations, email, onboarding, and post-purchase experience. ibs fulcro's CX consulting treats digital UX as one component within the full experience system-informing but not defining the overall CX strategy.
Most businesses have significant revenue leakage and churn driven by customer experience failures they cannot see internally. A digital experience audit provides an objective, evidence, based diagnosis that replaces assumption-led decision, making with a commercially grounded CX strategy and clear improvement roadmap.
The duration depends on scope, data volume, and business complexity. A focused digital experience audit typically takes three to four weeks. A full omnichannel CX consulting engagement, covering digital, human, and transactional touchpoints, generally runs four to eight weeks. ibs fulcro scopes each engagement based on your specific objectives and available inputs.
Clients can expect a clear picture of where and why customers disengage, drop off, or churn; a scored gap analysis from the customer journey analysis ranked by business impact; and a prioritised roadmap of specific, executable improvements grounded in a coherent CX strategy. Businesses that act on findings consistently see improvements in NPS, conversion rates, customer retention, and support costs.
Yes. ibs fulcro delivers CX consulting engagements, including the full digital experience audit, as standalone projects with a defined scope, timeline, and deliverable set. Clients also have the option to continue with ibs fulcro through the execution phase, tapping into its Experience Design, Digital Marketing, or Technology service lines, but there is no obligation to do so. The audit is a complete, independent deliverable.
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