CX Maturity Analysis

Discover your position in Customer Experience Management.

For a successful customer experience transformation, it is good to know where you currently stand. How else can you chart an appropriate growth path? A hasty start can lead to confusion, ambiguity and a lack of direction. Sometimes it is necessary to slow down for a moment to then accelerate in a purposeful way. Take time to evaluate where you are now and where you want to go. Based on that, you can take the right steps and consciously grow into a customer-centric organization.

Purpose of CX Analysis:

Gain insight into the maturity of Customer Experience Management within your organization in order to determine the right course and focus for further growth. This can either be specific to one department, country, business unit, or to all parts and brands of the organization as a whole.

Our approach

We analyze your organization's position on Customer Experience Management using desk research, interviews and a self-assessment. We use the CXPA framework, which consists of seven essential pillars: strategy, understanding, customer journey, metrics, governance, culture and technology. By evaluating these pillars, you get a clear picture of how CX is organized within your organization.

Strategy

The ideal customer experience, including customer promises and goals, comes from the business strategy.

Strategy

Concept

A shared understanding of the customer and their needs forms the basis. The CX strategy and customer promises align with this.

Concept

Customer journey

Within the organization, processes related to customer experience are constantly being examined for improvement.
Customer journey

Metrics

Customer experience is concretely translated into KPIs, which are used to manage the desired customer experience.
Metrics

Governance

Customer experience has a prominent place in the organization and is the responsibility of specific team members.
Governance

Culture

The desired customer experience and customer promises are integrated into the agreed upon behaviors within the organization.
Culture

With our expertise and experience under our belt, we create and validate the CX maturity analysis. This document is the starting point for choosing the ambition and focus for the coming period. In this way, all noses are on the same page and you can get to work on your customer-focused transformation.

Customer Experience Management-1

Customer Experience Quickscan

Are you curious about your organization's state of Customer Experience? Then try this compact version of the CX maturity analysis.
Answer just six questions and get a first impression of how CX is organized in your organization according to the six pillars.

Good luck and have fun!
Start the CX quick scan now
Customer Experience Quickscan
Leon Bosma
Leon Bosma
Senior Consultant

Analyze your Customer Experience

And discover where there is room to become even more customer-centric. Don't hesitate to contact Leon Bosma today for a no-obligation consultation.

Our other Customer Experience services

Find out what else we do for customer centricity: Customer Strategy, Journey Management, Customer Experience Management and Service Innovation