Winning in the Experience Economy — Working Up the CX Maturity Curve

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Customer Experience (CX) is the new mantra for growing topline. In part 1 of the blog we looked at the economic value of CX and how contact centers can play a pivotal role in the transformation journey.

In part 2 of the blog, we looked at some of the basics when it comes driving organization-wide CX transformation. Now, we will look at some of the parameters that are critical in assessing your CX compared to peers.

As every company starts to think about CX, they are stuck with basic questions: How good is my CX? How do I stack up against my peers in CX? How do I work my way to move my CX?

A simple and effective approach is to look at CX in terms of a maturity model — one with several stages of maturity and then you can assess where you are in the maturity model.

Here are some aspects to consider as you start assessing your CX and see how you stack up against your peers:

1) Organizational alignment — Do you have cross organizational alignment to have CX as a corporate priority? Is there an organizational structure to support building and measuring CX? Mature organizations have a clear top-down organizational structure with defined CX roles. CX is embedded in every single aspect of the business.

2) People — Is there a culture of customer service and customer care that is imparted to every single employee? Are the right set of people involved in every decision around CX?

3) Process — Do you have good systems for feedback management that incorporate both customer and employee feedback and that work toward continuous improvement?

4) Metrics and Measurement — Do you have clear goals for CX? Do you have the right metrics in place to measure success?

5) Technology — Do you have investment in the right technology, one that can provide effortless experience to not just customers but also agents and every customer facing employee? Is the technology sophisticated enough to connect the right employee to the customer and understand why a customer is connecting with the brand?

As companies start looking at these and parameters, they can see where they fall in the spectrum of a multi-stage CX maturity model. Learn more about the CX maturity model now, and see where you are in the CX maturity curve.