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Capability Review

T&H CX > CUSTOMER EXPERIENCE AGENCY > Enablement > Capability Review

Assess skills, tools and processes to understand your CX readiness

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The Foundation for Readiness

Customer experience transformation depends on more than strategy. It requires the right people, tools and processes in place to execute.

A capability review gives you a clear view of your organisation’s strengths, gaps and opportunities. We help you understand how ready you are to deliver on CX ambitions — and where to focus investment for the greatest return.

Why It Matters

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Without a capability review, organisations often face:

  • Lack of clarity on whether current teams and tools are fit-for-purpose

  • Investment decisions made without evidence of need or priority

  • Skill gaps that prevent CX initiatives from scaling

  • Over-reliance on external vendors due to missing in-house capability

  • Inconsistent processes across departments

A structured review provides evidence and confidence to build capability where it matters most.

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A trusted partner to Australia’s leading customer-obsessed brands

 

What We Deliver

Capability Assessments

Review of skills, resources, systems and processes against CX needs.

Maturity Frameworks

Benchmarking against best practice and industry peers.

Gap & Opportunity Analysis

Identification of strengths to leverage and gaps to close.

Investment Roadmaps

Clear prioritisation for building capability over time.

Our Approach

1. Discover

Assess current skills, tools and processes through data, interviews and benchmarking.

2. Diagnose

Identify capability strengths, gaps and risks.

3. Design

Provide prioritised recommendations and investment roadmaps.

Our Difference

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Capability reviews are often too generic. Ours are tailored to CX.

We don’t just measure skills or tools in isolation — we connect them to the delivery of customer experience. With senior experience across strategy, design and delivery, we ensure recommendations are pragmatic, actionable and commercially relevant.

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The Value You’ll Gain

  • A clear view of your CX capability maturity

  • Evidence-based recommendations for investment and development

  • Confidence that your teams, tools and processes are ready to deliver

  • Reduced reliance on external vendors through stronger in-house capability

  • A roadmap that links capability building directly to business impact

Types of Engagements

Capability Audits

One-off assessments of skills, systems and processes.

Defined Scope Projects

Comprehensive reviews with maturity frameworks and investment roadmaps.

Embedded

Ongoing support to evolve capability as business and customer needs change.

When to Choose This Service

  • You’re planning major CX or digital transformation

  • Leadership wants visibility into readiness and gaps

  • Teams struggle to deliver due to lack of skills or tools

  • Investment decisions feel reactive or unfocused

  • You want a capability roadmap tied to customer and commercial outcomes

FAQ’S

It’s an assessment of your organisation’s skills, tools and processes to understand readiness for CX transformation.

A capability review looks beyond individual skills, connecting people, systems and processes to business outcomes.

Typically 4–8 weeks depending on scope and data availability.

Usually leadership, CX/marketing, operations, IT and HR to ensure a complete picture.

A clear report of strengths and gaps, plus a prioritised roadmap for building capability.

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Tortoise & Hare
Customer Experience Agency

27 - 29 Watt St, Newcastle,
NSW, 2300, Australia
+61 (02) 8667 5310

© 2025 Tortoise & Hare. Tortoise & Hare is a registered trademark and business name of Australian Marketing Initiatives Pty Ltd (ABN 60‍ 169‍ 071‍ 783‍)