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CUE-X diagnose the needs of your organisation and help you achieve measured results. CUE-X provides a data-driven approach that measures capability, identifies gaps and develops a roadmap to transform your company, team or project. Start assessing your capabilities, identify opportunities and put in place plans to grow your business with our executive in-house briefing session.
In a world where communication is at our fingertips, the need for fast, engaging and actionable communication is at the forefront of all organisations. Most organisations struggle to keep up with their teams, partners and customers expectations on communication which impacts productivity, engagement and performance. The communication capability assessment model, provides organisations a data-driven approach to assess, plan and deliver a new level of communication into their organisation. It provides leaders and teams the data, insights, plans and tools to implement a step change in the way they communication and engage.
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Research highlights that internal and external communication is a key pain point for organisations. Fixing this pain point is integral to the overall success of companies and their personnel. CUE-X offers a tool that assesses how well your business communicates relative to your industry. This tool allows organisations to benchmark the way they communicate and engage, and more importantly, it helps develop tangible actions to drive improvements.
The communication capability assessment model includes four key processes, that can be selected individually or as a bundle, that drive delivery of effective communication outcomes.
The four key processes are:
1. The model assesses your organisation's communication capability and understands what you need to do to improve the way your organisation communicates and engages. This includes quantitative and qualitative feedback benchmarked against government and private organisations across Australia.
2. The model creates a communication roadmap that identifies strategies to improve the communication criteria highlighted in the assessment. This assists the organisation to understand the activities they need to do to improve communication capability. This roadmap details the timing and key stages to communication improvement.
3. CUE-X works with your organisation to provide an end-to-end assessment and designs a roadmap for delivery of the actions to improve your organisational communication. From Corporate Communication teams, project teams, Branches, Divisions, Groups and organisations, CUE-X has a proven approach to transform communication capability. We work side-by-side with teams to equip them with the means to ensure this improved communication capability is never lost. This approach allows for the fastest pathway to long term success.
4. Ongoing assessments are required to track progress, pain-points and the activities of work to understand their effect and impact on the organisation and readjust the priorities and roadmap based on the feedback. This can be undertaken by the organisation with the framework created or as a separate additional light-touch assessment process by CUE-X.
The communication capability uplift approach transforms an organisation’s communication style. It helps increase engagement, and it helps improve performance and culture. It provides a clear pathway that is repeatable, measurable and sustainable for the organisation to build on and own themselves after working closely with the CUE-X team.
But don’t just take our word for it. This approach has been applied in a major Federal Government Department, and it showed significant uplift in skills and capability. Elements of this model have also been used across private and listed organisations throughout Australia with significant success.
Organisations can expect to achieve clear outcomes from the communication capability uplift program, including:
1. A clear picture of your communication capability today benchmarked against other government and private organisations across Australia;
2. A clear plan with activities, accountabilities and links to increase your communication capability;
3. Increased capability in leadership and team communication;
4. Increased collaboration and teamwork;
5. Improved engagement specifically around communication and engagement;
6. Increased levels of engagement with leadership and managers;
7. A sustained approach to running, owning and operating communication capability across an organisation that does not rely on consultants and external agencies;
8. Increased capacity and planning for teams responsible for managing and developing communication;
If effective communication is important to your bottom line, you can’t afford not to use the Communication Capability Assessment Model. Complete the information below and we’ll get your business talking now.
The rate and scale of change in organisations today continues to grow. Team members are fatigued by the regularity and intensity of change. The right change capability enables an organisation to successfully implement change, increase the delivery of benefits and minimise the impact to team members.
Tired of CX policies that fail? How do you move from the traditional IT approach to the new agile suites?
Discover what customer really want and explore the impact of technology, interactions between the internal disciplines and the metrics to be measured by means of our free webinars.
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Feedback across organisations commonly highlights the management of change is a key pain point. Organisations, projects and leaders often find it difficult to develop tangible plans to address how they manage change more effectively for team members, customers and industry partners.
CUE-X offers a tool that assesses change capability, baselined against leading organisations and industry measures that provides a clear and balanced data driven assessment of change across the organisation.
This allows organisations to benchmark the way they manage change and develop tangible actions to drive improvements.
The change capability assessment includes three key processes that can be selected individually or as a bundle to support change effectiveness.
1. Assess your organisations change capability and understand what you need to do to improve the way you manage change. This pulse includes quantitative and qualitative feedback benchmarked against government and private organisations across Australia.
2. The collaborative development of a change roadmap that identifies strategies to improve the change management criteria highlighted in the assessment. This roadmap activity works with the organisation to understand the activities they need to do to improve change capability. It maps the activities over a timeline that provides a roadmap of all the key activities, duration, owners and more.
3. Working side by side with your organisation, CUE-X can provide an end to end assessment, roadmap and delivery of the actions to uplift change capability across your team. From change teams, project teams, Branches, Divisions, Groups and organisations, CUE-X has a proven approach to transform change capability working side by side with teams to uplift their capability and be able to continue to build change capability after CUE-X transitions out of the organisation. This approach allows for the fastest pathway to success and helps uplift teams skills and capability along the way.
4. Ongoing assessments are required to track progress, pain-points and the activities of work to understand their effect and impact on the organisation and re-adjust the priorities and the roadmap based on the feedback.
The change capability uplift approach transforms an organisations skill and capacity to deliver change at scale, increase engagement, performance and culture. It provides a clear pathway that is repeatable, measurable and sustainable for the organisation to build on and own themselves as capability and skills build.
This approach has been applied in a major Federal Government Department in their ICT Group which showed significant uplift in skills and capability during the program. Elements of it have also been used across private and listed organisations throughout Australia with significant success.
Organisations can expect to achieve clear outcomes from the change capability uplift program including:
1. A data-driven approach to change that is benchmarked and regularly assessed;
2. A roadmap of improvement activities linked to change gaps and opportunities to improve capability across the organisation;
3. Increased capability in leadership and teams managing change;
4. Increased collaboration and team work;
5. Improved engagement specifically around change management;
6. Increased levels of engagement with leadership and managers;
7. A long-term plan for increasing change capability in the organisation;
8. A sustained approach to running, owning and operating change capability across an organisation that does not rely on consultants and external agencies;
9. Increased capacity and planning for teams responsible for managing and developing communication;
10. A clear pathway that measures change effectiveness and provides real-time feedback on how to improve.
Employee experience is one of the most critical factors in creating a profitable and enjoyable customer experience. Dissatisfied personnel create dissatisfied customers.
Your business needs to know how your employees are affecting the customer experience. The CUE-X Organisational Collaboration Study gives your business this information. The CUE-X Organisational Collaboration Study will deliver deep insights into the nexus between your employees and the experience of your customers. These insights help determine what positive changes can be planned and how they can be implemented.
Depending on organisational size, the CUE-X Organisational Collaboration Study starts at $35,000. The Study encompasses a two-month period of interviews, workshops, assessments and other collaborative initiatives to find the most practical, effective and organisationally supported initiatives that will convert your employees to customer satisfaction machines.
For more information on how these transformation capability assessments can support your organisations please get in contact with our team.
CUE-X has partnered with Market Culture, a leading research and customer insights organisation with more than 10 years experience advising global organisations on customer centricity.
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As a result, we can now offer customer insights that are benchmarked against global organisations to help baseline customer centricity and provide clear mapping on how to drive customer experience and organisational performance. This means organisations can understand, predict and respond to customer, market and competitor dynamics. This helps improve the way all employees behave and perform.
Our benchmarking, upskilling, transformation services and customised programs meet the diverse needs of a broad range of high-profile industries. Our clients operate in the following industries:
▪ Telecommunications
▪ Information Technology (Hardware and Software)
▪ Pharmaceuticals and Health
▪ Government and Utilities
▪ Hotels and Hospitality
▪ Mining and Resources
▪ Retail, Banking, Finance and Insurance
The MRI (Market Responsiveness Index) is an assessment that provides a benchmark of the behaviours of employees providing a great Customer Experience known as Customer Centricity. The MRI is a validated assessment. It measures up to 8 critical success factors that lay the foundation of a fantastic customer centric culture. This translates into highly satisfied customers.
The assessment has up to 40 scaled questions where the employee chooses a scaled response (e.g. strongly agree to strongly disagree). The MRI provides a range of targeted questions that discover insights and common themes. The results enable leaders to focus on the most important factors in building a customer centric culture. The assessment is web based and can be accessed by any internet enabled device and takes approximately 20 minutes to complete. As the MRI is anonymous, the feedback is invaluable and can be trusted.
The organisational benefits of implementing the Market Responsiveness Index include that:
It kick-starts a new culture of Customer Obsession across the business, and can be used to drive the embedding process.
It provides the basis for benchmarking and measuring progress on the customer focus behaviours that drive customer satisfaction(e.g. advocacy, revenue growth, profit margins and customer focused innovation).
It directs action plans for individual managers to drive improvements across the business.
The business collects valuable insights direct from employees on the key issues holding the organisation back from being more customer centric in specific areas and across the entire business.
The assessment makes customer culture and customer obsession tangible for all staff by identifying relevant activities that support business strategies.
Through its methodology and measurement process, it facilitates communication of the clear priorities of the organisation.
There are several product offerings available including:
1. Customer obsessed culture benchmark
2. Leadership Customer obsessed culture benchmark
3. Customer obsessed Culture Enterprise Package
Every business needs to get obsessive about its customers. To find out more about the MRI and which option best fits your requirements, please reach out to our team.
Studies prove that high-performing cultures wholeheartedly trust senior leadership. So, if you want a high-performing team, you need trusted leadership. Our trust and leadership expert can help your team to work through your organisational or personal development requirements to improve your leadership capability and build trust.
CUE-X and its team have been at the centre for major transformations across government and listed organisations throughout the world.
Its leadership team knows what it takes and has the experience to work with leadership and project teams to drive transformational change.
December 2022, CUE-X is launching it’s quarterly e-newsletter.
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The Trust for Transformation Model takes a complete view of your business. With this approach, you’ll be able to:
1. Identify and gain deeper insight into what is holding people back,
2. Determine what is needed for evidence-based decisions on change for maximum return, and
3. Optimise culture by improving the people, process, and technology components needed for effective, efficient, and high-quality product and service delivery.
If there are other issues in the organisation, such as broken rules, ineffective processes and inadequate equipment, management and leadership development programs are futile. And simply adopting new technology for technology’s sake won’t fix poor decision-making and apathetic staff. By incorporating employee feedback and systems thinking, the Trust for Transformation Model helps organisations fix themselves because a true business diagnostic is obtained.
Our sessions are hosted by a leading trust expert and leadership coach who has led public service and private organisations for more than 20 years. Our sessions, which can include important one-on-one time, provide invaluable insights and strategies to drive organisational transformation.
Some of the benefits include:
• Time to focus on your leadership legacy and vision
• Dynamic sessions and insights
• Independent support for the challenges of your role
• Holistic high-performance strategies for both physical and emotional challenges
• ECR 360 Assessment (Emotional intelligence benchmarked against high-performing senior leaders)
• A copy of Trust – The foundation of healthy organisations and teams
• Emergency out-of-session access to Lead with Trust, a 1-day training and workshop . This is for executive and leadership teams committed to building trust as the foundation for success, this workshop provides:
Understanding on the challenges for trust
Reflection on your beliefs about trust, and how they limit or enable relationships with your teams
Insight on the HEART+SOUL competencies for leading with trust
Practical strategies and techniques to develop trust
• Ways to create multi-disciplined collaboration for sustainable benefits Trust for Change 1-day training and workshop Respecting that change isn't welcomed by everyone, this workshop provides:
Understanding on what changes may mean for people
An appreciation for how our beliefs about trust impact our performance and work with others
Realistic strategies to address real or perceived distrust
A practical approach for meaningful conversations to prioritise effort, facilitate change, and support innovation.
• Culture Sport 1-day training and workshop Culture is a team sport, and this workshop provides:
A review of the people, processes, and technology components that drive and support performance
The must-haves to build trust and accelerate your culture to improve people's experience and support innovation
An integrated, multi-disciplined model to build partnerships and deliver genuine benefits for employees, clients, and customers.
• Optimise Completely bespoke services to:
Address pain points identified in reviews, health checks, and surveys
Obtain clarity, prioritise effort, and maximise return on investment
Develop strategies, frameworks, and support to establish a high-performance culture
Build internal capability through mentoring, coaching, and direct skills transfer
Co-design and optimise business operations for sustainable performance and high-quality delivery.
For more information on how these leadership packages on trust can support your organisations please get in contact with our team.