Assessing Customer Experience Strategy Maturity Levels PPT

This PPT slide, part of the 30-slide Customer Experience Maturity Assessment PowerPoint presentation, titled "Customer Experience Competencies - Strategic Direction" outlines the essential components of a customer experience (CX) strategy within an organization. It emphasizes the necessity of having a clear strategy that articulates how the organization intends to deliver exceptional customer experiences. A well-defined CX vision is crucial, as it sets the priorities and goals for enhancing customer interactions.

The slide categorizes the maturity of CX strategies into 5 distinct stages: Missing, Emerging, Growing, Established, and Embedded. Each stage reflects the organization's level of strategic direction regarding customer experience.

In the "Missing" stage, organizations lack any strategic direction for customer experience, failing to recognize its importance. As organizations progress to the "Emerging" stage, there is a limited CX strategy, with some acknowledgment of its significance, though it may not be uniformly understood across the organization.

The "Growing" stage indicates that parts of the customer experience strategy are articulated, with some support throughout the organization. However, it is not yet fully integrated. The "Established" stage shows that the CX strategy is articulated and understood across most areas of the organization, indicating a more mature approach.

Finally, in the "Embedded" stage, the CX strategy is not only well-articulated, but also actively supported by senior and middle management. It becomes a shared understanding throughout the organization, demonstrating a comprehensive commitment to enhancing customer experiences at all levels. This structured framework provides a roadmap for organizations looking to assess and improve their customer experience maturity.

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