The below Customer Experience (CX) Maturity Model was established by our partner firm, Strong-Bridge Consulting. It is one of many tools organizations can 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
Need help moving to the next stage in the maturity model? Start with our Four Ideas to Kickstart a Customer Experience Focused Culture.