TCF’s SCHEMA® IP is one of the world’s most extensive global benchmarking database of customer engagement best-practice and defines the capabilities and practices that a business must address to deliver profitable engagement.
The SCHEMA® toolset is designed to help your organisation review current customer transformation programmes or define a detailed transformation roadmap which will deliver priority short term quick wins as part of a longer term capability build programme. It addresses the gap that often exists between the corporate statement about customers (e.g. ‘we put customers are at the very heart of our business’) and the reality of the customer experience actually delivered. The assessments can be carried out at Expert, Deep Dive and Research levels which cover the model, but in differing levels of detail.