Customer Experience Assessment

Customer Experience Orientation

The experience you provide to your customers is a direct reflection of your organization. If your organization is ‘product-centric’ or ‘internally-focused,’ you will provide an internally-focused product or experience. If your organization is ‘customer-centric,’ you will provide a customer-centric experience.

The Naïve to Natural Assessment is designed to answer the following questions:

• How customer-centric is your organization?
• How customer-centric do you want to be?
• What do you need to do to become more customer-centric?


Naïve to Natural® enables you to understand your current organizational orientation toward customers. It also assesses the leadership’s understanding of what they need to do in order to change the customer experience. The research for our second book, “Revolutionize your Customer Experience,” shows that all organizations are on a journey from Naïve to Natural® in the way they are orientated toward their customers. The four stages of that journey are:


  1. Naïve
  2. Transactional
  3. Enlightened
  4. Natural

Our research also shows that the customer experience is affected by nine orientation areas. An organization can exist at different stages in each of these nine areas. To establish where your organization is today, we conduct nine workshops, one for each area. These workshops are attended by members across the organization at various levels to assess where you are today. Their responses are judged against approximately 200 weighted data points we’ve developed through our research.

Contact us to learn more about our Customer Experience Assessment - Naïve to Natural service and how it can benefit your organization’s customer experience.

    How Can We Help?

    • This field is for validation purposes and should be left unchanged.

    An excellent, thought-provoking programme for any organisation committed to Customer Experience Management. The CEM Certification program is fantastic for anyone looking to create & deliver great Customer Experiences. - Nicki Bowskill, E.ONeon
    Thank you Beyond Philosophy for such a convenient & enlightening training program! Having an accessible online course with the opportunity to engage with the presenters & offering the added value to revisit each module via the recordings is perfect! - Meltem Sahin, Turkcell
    If you are serious about CEM, you need to do this certificate. It’s as simple as that! - Andrew Franklin, E.ONeon
    If you run a Customer Experience team and are looking to improve your Customer Experience like CAT is across the globe I would without hesitation recommend the Beyond Philosophy live webinar CEM Certification program. We involved people from all over the world and the training was engaging, eye opener and help our organization to focus ... - Natalie George, Caterpillar Inc.
    Committing to Customer experience means providing learning opportunities for our internal CX professionals, and for our company as a whole. AT&T found Beyond Philosophy’s training provided not only the CX knowledge, but also the chance to try and apply CX concepts. The CX team is sharing their knowledge and it is permeating the organization. Customized ... - Laura Hardin, AT&T