Customer experience maturity assessment
Start your journey to a better CX foundation. Assess your CX maturity and get future-proof insights.
Evaluate your CX strategy in minutes
Discover your organization’s standing, receive valuable resources, and get expert analysis of your survey results.
Transforming your CX is essential for future success. Our insights help you shift from CCM to CXM, incorporating AI and journey orchestration for a robust, future-ready approach. Start future-proofing your strategy today—take the CX maturity assessment as your first step.
Customer experience health check stages
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Customer Communications Management (CCM) 1.0
At this stage, your focus is on reducing costs and minimizing risk rather than proactively shaping customer experiences. Your communication processes are often print-centric, lacking integration with digital channels.
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Customer Communications Management (CCM) 2.0
At this stage, your organization recognizes the importance of relevant, personalized communications and is looking to invest in emerging channels and data analytics to better understand customer preferences and behaviors.
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Customer Journey Management (CJM) 1.0
At this stage, your organization is establishing links between customer journeys and internal business processes. Simple ROI metrics are used to gauge the effectiveness of customer journeys.
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Customer Journey Management (CJM) 2.0
At this stage, your organization is leveraging advanced journey orchestration capabilities, employing sophisticated metrics to measure the success of customer journeys, and capturing data through a Customer Data Platform (CDP).
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Customer Experience Management (CXM)
Congratulations! Your organization is at the highest level, prioritizing the growth of your business through superior customer experience. The voice of the customer initiative plays a significant role, continually gathering feedback to drive improvements.
