Great CX doesn’t simply happen. It is the result of a careful orchestration of the organization’s People, Processes, and Technology capabilities.
People
Your employees are critical on your journey. As the company’s “CX delivery system,” their mindset and approach are foundational in creating customer-centric behaviors in the organization.
Process
Systematic efforts demand a structured approach to collecting and analyzing data and acting on the insights resulting from those discoveries.
Technology
Appropriate platforms and tools that simplify the collection and processing of experience and operational data are key to efficient execution.
CX Pillars and Capabilities
Strategy & Vision
Envision, architect, and design successful CXM initiatives. Ensure CX aligns with company strategy and appropriate governance is in place.
People, Culture, & Engagement
Establish the culture of CX and enable the organization and employees to be more involved, aware, and customer-focused
Data, Insights, & Analytics
Ensure the right data is collected, data is appropriately analyzed, and meaningful insights are created and acted upon
Actions & Value
Track initiatives and their business impact and ensure that CXM efforts are executed and deliver business value
Listening Systems, Processes & Technology
Ensure diversified listening posts and organizational processes and technology are implemented to weave CX into the fabric of business
Customer experience maturity assessment
Our customer experience management maturity framework is a structured approach to objectively measure an organization’s current state of experience management and to highlight areas where the organization can improve.
The assessment is a tool that can assist with creating a roadmap to help the organization develop additional capabilities to deliver superior customer experiences to its end customers.
Assessment Results
The assessment consists of 25 questions covering 5 CX capabilities for each of the core CX pillars. Once you finish the assessment, we will provide you with a detailed report showing your overall score, score for each pillar, capability heatmap and a set of recommendations to improve your CX maturity.
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