CX Maturity Assessment

Welcome to your CX Maturity Assessment

We track the quality of delivered experiences at individual touchpoints and over the entire customer journey.

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We use an experience metric to measure the quality of experiences our brand delivers to our customers.

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We are consistently trying to bridge the experience gap across all segments within our customer portfolio.

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We always engage with cross-functional teams to eliminate common pain points in the customer journey.

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We have an agile team of dynamic individuals who are highly capable of leading transformational projects.

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We have a well-defined set of brand guidelines that we adhere to when reacting to disruptive technology.

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As a brand, we are committed to insightful, innovative and disruptive improvements in customer experience.

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Our documented customer experience strategy and brand attributes are seamlessly aligned with each other.

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We often engage with management in structured performance dialogues to track our progress to CX goals.

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We have formal business processes to follow on closing the feedback loop on customer feedback received.

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We use a combination of qualitative and quantitative research techniques for insights on customer feedback.

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We combine experience data with operational data to produce live dashboarding on return on investments.

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Customer journey maps help us simplify customer interactions with our brand's processes and technologies.

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Our employees are recognised and rewarded for customer-centric behaviour through revised incentive models.

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Our brand clearly describes the emotional response we intend to elicit through our customer interactions.

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The experiences we intend to deliver are distinctively differentiated from those that our competitors offer.

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By measuring the quality of experiences we deliver; we are able to prioritise high-impact CX investments.

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Our voice of the customer/employee program produces researched insights on customer's wants and needs.

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Our executives always emphasise the importance of customer-centricity as an embedded brand attribute.

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We have a well-informed plan of prioritised projects to improve the quality of experiences that we deliver.

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Human-centred design thinking has been explicitly applied to remove pain points in the customer journey.

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We pursue improvement opportunities by engaging individuals from across the organisation in our efforts.

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Our projects are well coordinated and controlled to identify improvement opportunities early and mitigate risk.

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We are well informed of projects that involve changes to our brand's products, processes, or technologies.

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We have a unique branded experience for each of our customer segments based on their individual needs.

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Our customers are the most important people in our business and as a company, we exist because of them.

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All employees understand their roles in the customer journey and are fully aware of what is expected of them.

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We use empathy maps to understand elicited emotions at critical touchpoints in our customer's journeys.

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By actively listening to customer feedback, we are able to personalise the products and services we deliver.

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Our voice of the customer/employee system collects customer data across a variety of listening platforms.

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1 out of 5

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Chaman Maharaj

Customer Experience Specialist (CXS)™ and Certified Customer Experience Professional (CCXP)™

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