Published on July 16, 2026
TBExG recently conducted an intensive, in-person Customer Experience (CX) Assessment training workshop, on May 26, 2026, bringing together 18 CX subject matter experts from 11 Tata companies to build capability in becoming effective CX Assessment Assessors.
The workshop adopted a highly interactive, case study-led format, enabling participants to move beyond theory and actively practice the role of CX Assessors. The case study for pre-work completed in advance enabled deeper discussions and more rigorous analysis during the sessions.
The training was anchored in TBExG’s CX Assessment framework, which enables a comprehensive evaluation of customer experience across leadership, data, journey design, delivery and measurement systems.
Participants worked in teams to:
- Analyse CX performance data and construct a results performance story
- Develop hypothesis-led insights
- Identify strengths and opportunities for improvement
- Build evidence-backed recommendations and CX roadmaps
These exercises closely simulated real CX Assessments, helping participants develop the analytical, diagnostic, and storytelling skills required of effective Assessors.
Participants also learned how to triangulate insights across customer, employee, and process data, link CX metrics with business outcomes and translate customer expectations into actionable process improvements.
Enabling Scale Through Capability Building
By focusing on building Assessor capability, the programme marks a key step in creating a cadre of CX practitioners across Tata companies who can conduct robust Assessments and drive data-led, customer-centric improvements at scale.