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  1. Provides an easy to use tool and set of questions to determine customer experience maturity
  2. Guides any organisation to determine best next steps to improve customer experience
  3. Gives a framework for discussing customer experience maturity throughout an organisation


Delivering great customer experiences is one of the true differentiators of many of the great organisations of our time.

However, delivering these great experiences doesnt happen overnight. Organisations need to become mature at all aspects of creating, delivering and improving customer experience (CX), and for customer experience to become part of their 'DNA' for them to be able to truly be sustainably successful in the market.

The Customer Experience Maturity Assessment is an invaluable tool for anyone beginning a CX program, or for organisations who aren't sure where to go next in improving the experiences they deliver to customers.

The Customer Experience Maturity Assessment allows any organisation to determine their level of CX maturity, and what the best next steps are to move up the maturity ladder and deliver even better experiences to customers.

In this document and its associated spreadsheet you will be introduced to a set of 7 CX competencies and the questions you need to answer to determine the maturity of your organisation.

You will also be shown how to
•  Use the tool to assess maturity
•  Review the results and represent them in an easy graphical manner (using the sheet provided)
•  Develop a program of work to radically improve customer experience based on the current maturity level of the organisation

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Source: Customer Experience Maturity Assessment PowerPoint document

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Customer Experience Maturity Assessment

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Did you know? This author is teaching a Flevy Executive Learning (FEL) program called The Customer Experience Rocket .

This business document is categorized under the function(s):

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File Type: PowerPoint (pptx)

File Size: 548.8 KB

Number of Slides: 30 (includes cover, transition slides)

Related Topic(s): Customer Experience

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This product contains a supplemental XLSX document.

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Initial upload date (first version): Mar 31, 2020
Most recent version published: Apr 1, 2020

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This document is available as part of the following discounted bundle(s):

Customer Experience Assessment, Strategy and Implementation


This bundle contains 3 additional documents.

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