Seven Advisory Services. Three Strategic Pillars. One Proven Framework.
Every engagement is scoped to your situation and led directly by Sunil Sharma, from diagnosis through to delivery.
A flat portfolio of seven CX services
Pick one, combine several, or start with a diagnostic and decide from there.
CX Assessment and Maturity Review
A structured look at your current customer service operation against a maturity model.
- Current-state process review
- Maturity scoring across governance, process, people and technology
- Prioritised gap analysis
- Written report and readout
CX Strategy and Governance
A CX strategy tied to the business plan, not a slide deck of ambitions.
- Target operating model
- Service standards and principles
- Governance framework
- 12 to 24 month roadmap
Process Excellence and Journey Optimisation
Redesign the journey end to end and rebuild the processes that support it.
- End-to-end journey map
- Redesigned service processes
- SOPs and work instructions
- Handover and escalation rules
Technology Enablement
Get the operation ready to buy, configure and adopt CRM and service automation.
- CRM readiness assessment
- Data and process prerequisites
- Vendor shortlist and evaluation criteria
- Adoption and change plan
Voice of Customer
A working VoC programme that changes what the team does, not just what it reports.
- NPS or CSAT framework
- Survey design and sample plan
- Closed-loop feedback process
- Monthly VoC operating rhythm
Capability Development
Structured training that lifts consistency across front-line service teams.
- Role-based training curriculum
- Service behaviour standards
- Coaching and quality framework
- Train-the-trainer materials
Five steps, tailored every time
- Discover
Understand the current state. Stakeholder discussions, process reviews, and journey mapping.
- Diagnose
Identify the gaps and the opportunities that matter most.
- Design
Define how things should work. The operating model, the standards, the governance.
- Deliver
Turn it into practical recommendations and an implementation roadmap.
- Enable
Build the team capability and governance to sustain it.
- Discover
Understand the current state. Stakeholder discussions, process reviews, and journey mapping.
- Diagnose
Identify the gaps and the opportunities that matter most.
- Design
Define how things should work. The operating model, the standards, the governance.
- Deliver
Turn it into practical recommendations and an implementation roadmap.
- Enable
Build the team capability and governance to sustain it.
Industries we understand deeply
Regulated environments where consistency, evidence, and governance matter.
Not sure where to begin? Start with a diagnostic.
The Rapid CX Diagnostic is a focused assessment that gives you a clear picture of where your customer experience stands today, what is working, what is not, and what to prioritise.
Common questions about our services
Most organisations begin with our Rapid CX Diagnostic. It provides an objective view of your current customer experience capability, identifies improvement opportunities, and prioritises initiatives based on business impact. This ensures every subsequent engagement is focused on the areas that matter most.
The Rapid CX Diagnostic is a structured four to six-week assessment covering leadership interviews, customer journeys, operational processes, technology, governance and capability maturity. The outcome is a prioritised roadmap with immediate improvements, medium-term initiatives and a long-term transformation plan.
We combine strategic advisory with hands-on implementation support. Whether establishing governance frameworks, redesigning processes, preparing CRM environments or implementing Voice of Customer programmes, our focus is on building capabilities that continue delivering value long after the engagement concludes.
Our approach is technology-agnostic. Whether you are using Salesforce, Zoho, Freshworks or a custom-built platform, we ensure technology supports your customer experience strategy, not the other way around.
Every engagement is tailored to your objectives, scope and desired outcomes. Most organisations begin with a Rapid CX Diagnostic, following which we provide a detailed proposal outlining scope, deliverables, timelines and commercial terms.
Yes. Capability Development is one of the seven services. Programmes are built for specific roles, from front-line agents to CX and operations leaders, and are rooted in the standards defined during governance work, not generic training decks. Every programme is customised to your organisation's operating model, customer expectations and business objectives.
We work with organisations at different stages of growth, from startups establishing customer operations to established enterprises strengthening governance, scalability and customer experience maturity. Every engagement is tailored to the organisation's size, complexity and business priorities.
CXAnanta combines executive-level customer experience leadership with practical implementation expertise. Our engagements are founder-led, execution-focused and designed to build sustainable capabilities rather than delivering recommendations alone.