The Customer Experience Maturity Model
We established the below Customer Experience (CX) Maturity Model as a tool for organizations to use in the construction of a strategic CX plan.
How to use the maturity model:
- Diagnose your organization’s starting point in CX adoption
- Set expectations with executives and help them understand milestones
- Establish a common CX language to help individuals, teams, and leaders communicate with other functions
- Keep momentum moving with a clearly defined next step
Maturity model depicting the six stages an organization moves through building Customer Experience strategy: Unrecognized, interested, invested, committed, engaged, and embedded.
Use this model to help your team understand key CX milestones, set reasonable expectations, use a common language, and understand next steps needed.