Evolving a CX Strategy is about viewing the big picture
CX comprises everything a customer touches, hears, or sees from your organization and the perception created. CX is a part of every step in your customer buying process, from finding a product or service and purchasing it, to evaluating its performance post-purchase. The overall customer journey influences buying decisions and loyalty, and this is the reason organizations have made CX a top priority.
When you need to quickly evolve the maturity of your CX strategy and delivery capability, the CX Maturity Model helps you identify the current position and creates a target state blueprint to accelerate the delivery of exceptional customer experiences.
Customer Experience Maturity Model at a glance
Understand the current state of your customer experience and take steps to mature it in your organization.
2020 Global Customer Experience Benchmarking Report
Read our six key insights into the global CX landscape.