Below are the results of your CX maturity self-assessment. You can see your individual responses, comparisons against industry averages, and recommendations for improvement.
Your CX Maturity
Assessment Results
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Strategy and Vision
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Strategy
Question:
CX is a clear part of our business strategy & company scorecard. CX is an ongoing program, not just a bunch of separate individual projects.
Response:
Score:
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Recommendations
1. Bring data to the table to make the case that CX metrics belong on the scorecard -- preferably internal data, but 3rd party as well2. Make CX part of your departmental strategy & scorecard 3. Make CX activities in your department programmatic |
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Governance
Question:
We have a formal CX governance structure for collaboration and coordination across groups (even if implementation is somewhat decentralized).
Response:
Score:
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1. Collaborate & evangelize with like-minded CXers: create a working group 2. Coordinate approach, design, timing, etc. with this group 3. Share learnings with the group |
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XM Program Design
Question:
CX is an enterprise-wide program covering every line of business.
Response:
Score:
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1. Present learnings to leaders in other LOBs 2. Illustrate how CX can be linked to the objectives and KPIs of those LOBs |
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Sr. Leadership Commitment
Question:
Senior leadership models a commitment to CX in their behavior and plays an active role as the owner or sponsor of the overall CX program.
Response:
Score:
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1.Solicit leadership support -- most likely target CMO, CRO and COO 2. Make every CX success story a win for the executive sponsor 3. Feature leadership in communications |
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Metrics Alignment
Question:
Our CX program is directly linked to and driven by explicit business objectives.
Response:
Score:
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1. Start small, be tactical: design a limited project mapped to specific business objectives 2. Then another, always presenting the project in terms of clearly stated business objectives |
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People and Culture
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Communications
Question:
We have a structured program for ongoing CX communications and the dissemination of CX information and performance scores. CX is a regular component of communications from senior leadership.
Response:
Score:
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Recommendations
1. Share the information you in have in a consistent format & brand the work with a name & logo2. Create a CX column or page in the corporate or divisional newsletter 3. Present/share results as widely and deeply as possible 4. If leadership isn't sufficiently involved, communicate upwards |
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Expertise Building
Question:
We have a structured, ongoing training program of CX training for all employees.
Response:
Score:
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1. Formalize training within your group 2. Solicit support from HR for training & including a CX dimension in company onboarding 3. Create training documentation 4. Include training on soft skills |
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Behavior Shaping
Question:
Corporate and line of business rewards, recognition, performance evaluations, & compensation have a CX component.
Response:
Score:
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1. Build CX measures into your group's and each individual's objectives, evaluations, & comp 2. Recognize & celebrate CX accomplishmenmts |
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Employee Empowerment
Question:
Employees are encouraged and empowered to take initiative with individual customers and overall to deliver great customer experiences.
Response:
Score:
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1. Encourage, support, & recognize when employees take such initiatives 2. Create a ""brag book"" of stories illustrating employees going above & beyond to deliver great customer experiences |
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Linkage to EX
Question:
CX data is explicitly linked to EX data so we can measure the direct impact of the employee experience on the customer experience and link both EX and CX measures to other outcomes.
Response:
Score:
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1. Collaborate with/cajole HR on linkage between EX & CX 2. Use common platforms and tools, if possible 3. Test linkage on a small data set & share findings |
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Data and Analytics
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Metrics Validation
Question:
CX metrics have been tested and validated as indicators or predictors of business outcomes.
Response:
Score:
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Recommendations
1. Statistically test your metrics against business outcomes: are they explaining or predicting the results?2. Design projects where you can measure the impact of CX on business metrics |
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Metrics Integration
Question:
CX, customer, financial, and operational data are linked so that we can analyze the relationship between the various types of data.
Response:
Score:
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1. Link whatever internal or customer data you can to CX data 2. Bring together the various types of data on integrated dashboards |
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Analysis & Modeling
Question:
CX data is analyzed, not just described. We conduct key driver analyses, root cause analyses, modeling, predictive modeling with the appropriate tools and AI to truly understand what the data means.
Response:
Score:
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1. Analyze data methodically to tease out correlations, causes, & insights 2. Design programs to support the necessary types of analysis 3. Hire/rent talent for more advanced analytics |
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Data-Driven Decisions
Question:
CX data is used as the basis for setting priorities, recommendations, and to instruct data-driven decisions.
Response:
Score:
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1. Explicitly cite data being used to support decisions & recommendations 2. Use CX data to create the business case for new initiatives 3. Hold Action Planning Workshops with managers and frontline staff to identify actions based on the CX data |
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Types of Data
Question:
Our CX data includes multiple sources of quantitative and qualitative input, structured & unstructured data, sentiment scoring, and emotion analytics.
Response:
Score:
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1. Employ quant & qual to complement one another for reliability, depth, and context 2. Use text analytics tools for unstructured feedback from whatever sources are available (i.e., social media, call transcripts, service tickets, chat, emails, survey open-ends, etc.) 3. Use specialized tools to score the sentiment and identify the emotions expressed in unstructured data |
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Action and Value
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Close The Loop
Question:
We “close the loop” by directly following up with all or designated customers who report poor performance scores to try to mitigate risks and minimize the likelihood that other customers have similar problems.
Response:
Score:
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Recommendations
1. Define the closed loop process: triggers, resources, & escalations2. Document closed loop outcomes both in terms of the specific customer involved and any changes made to avoid repeat problems for other customers |
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Decisions and Actions
Question:
CX data is actively used to inform decisions and take actions. We regularly develop specific initiatives based on the data to improve the customer experience with specific accountabilities for implementation.
Response:
Score:
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1. Bring CX data ""to the table"" to instruct decisions and engage others in action planning 2. Create cross-functional teams with both managers and frontline staff to set priorities, define initiatives, assign ownership, and set deadlines |
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Economics of CX
Question:
We have quantified the economic value of CX in terms of ROI, sales/renewals, cost savings, revenue, profitability, or other financial outcomes.
Response:
Score:
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1. At every opportunity make the economic case by connecting CX metrics to financial outcomes of some sort 2. Monitor and measure the impact of changes 3. Model the impact of CX improvements on business results 4. Develop case studies the demonstrate the business impact of improved CX, as well as the business cost of poor customer experiences |
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Budgeting
Question:
Leadership expresses its support for CX by providing a sufficient budget for a robust CX program, including the necessary staffing and/or third-party support and technology.
Response:
Score:
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1. Set CX goals that translate into financial terms |
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Skills & Resources
Question:
We have a fully staffed and qualified internal CX team and/or engage a third party with the necessary skills, experience, and resources.
Response:
Score:
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1. Bring in professional CX resources, either 3rd party or direct hire 2. Have qualified 3rd party resources screened and at-the-ready should/when the need arises |
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Processes and Technology
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Journey Points & Personas
Question:
We understand the customer journey and are collecting feedback from all relevant customer personas at all key journey points.
Response:
Score:
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Recommendations
1. Map the customer journey, by segment2. Identify key personas and touchpoints across customer lifecycle and use cases 3. Collect feedback at each critical touchpoint |
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Multichannel
Question:
Our CX program is multi-channel, listening for and collecting feedback across channels, systems, and touchpoints.
Response:
Score:
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1. Diversify listening posts/sources 2. Listen where customers are "speaking" 3. Include both online and offline channels |
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Customer Lifecycle and Use Cases
Question:
Our CX program covers the customer lifecycle and all relevant use cases.
Response:
Score:
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1. Map and document the customer lifecycle 2. Make certain to cover every important phase and use case |
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Systems, Tech & Tools
Question:
We have the systems, technology, & tools needed for a best practices program, including the dissemination of results and customized dashboards.
Response:
Score:
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1. Make these expenses part of the business case for CX expenditures 2. Demonstrate or explain the value and utility of these investments 3. Make certain to WOW leadfership with dashboards, especially real-time data |
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Integration & Automation
Question:
Our systems and technology are sufficiently integrated for automation and efficiency, as well as augmenting and linking data.
Response:
Score:
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1. Automate what you can where and when you can -- don't wait for system-wide integration 2. Lean on vendors when possible to help with integration and automation |
CX Maturity Heatmap
|
Strategy & Vision
Strategy
Governance
XM Program Design
Sr. Leadership Commitment
Metrics Alignment
|
People & Culture
Communications
Expertise Building
Behavior Shaping
Employee Empowerment
Linkage to EX
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Data & Analytics
Metrics Validation
Metrics Integration
Analysis & Modeling
Data-Driven Decisions
Types of Data
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Actions & Value
Close The Loop
Decisions and Actions
Economics of CX
Budgeting
Skills & Resources
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Processes & Technology
Journey Points & Personas
Multichannel
Customer Lifecycle and Use Cases
Systems, Tech & Tools
Integration & Automation
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