Customer Experience Maturity
Advance through five stages of CX maturity
Customer experience ecosystems are complex and multifaceted, with multiple moving mechanisms across many organisational silos – each with their own set of values, beliefs and key performance indicators. Synchronise and steer these cross-functional team efforts by advancing through five stages of CX maturity – to understand, design and improve experiences across the entire customer relationship.
Our Customer Experience Maturity Assessment (CXMA) is a self-diagnostic tool that evaluates the strengths and weaknesses of your current CX ecosystem against six core competencies of customer experience – to produce a roadmap of CX improvements, and quantify the impact of your cumulative improvement efforts on the end-to-end customer journey.
Customer Experience Strategy
describes the deliberate and differentiated experiences your brand intends to deliver, the emotional response your brand would like to receive - and mobilises necessary resources, required to articulate the intended experience
VoC, Customer Insights and Understanding
unearth the potential of customer intelligence - understand customer behavior, predict customer's wants and needs, and deliver personalised product or service offerings to targeted customer audiences
displaces customers to the epicenter of your organisation's existence - where your organisation's people, products, processes and technologies are harmoniously aligned for your customer's convenience
Organisational Adoption and Accountability
the journey to true customer-centricity is a financially rewarding - albeit, disruptive one and this core competency manages the transformation from old to new, or 'inside-out' to 'outside-in'
Experience Design, Improvement and Innovation
uses a variety of human-centered problem-solving techniques and process-improvement methodologies to eliminate common pain points in the end-to-end customer journey with an organisation
Metrics, Measurement and Return on Investment
experience metrics are deployed to solicit customer feedback and measure delivered experiences whilst researched insights guide ongoing improvements in customer experience
EASY ONLINE PROCESS
evaluate the strengths and weaknesses of your organisation's current CX ecosystem
synchronise and steer cross-functional team efforts using a detailed roadmap of CX improvements
quantify the impact of your CX improvement initiatives on the end-to-end customer journey
TAKE THE CX MATURITY ASSESSMENT
WHAT IS IMPORTANT TO US
the customer’s ability to achieve their individual, brand-specific goals and desired outcomes
how easy (or difficult) it is for customers to achieve their personal brand goals and desired outcomes
the feelings customers experience in their respective journeys, to achieve their own brand-specific goals